Client Information Transformation for a Large Canadian Bank
The Bank is one of the largest financial institutions in Canada and provides services including personal and commercial banking, wealth management, insurance, corporate, investment banking and transaction processing services. The Bank serves over 18 million clients in over 50 countries.
Challenge
The Bank’s client information management capabilities are outdated and not reflective of current client needs. Its systems do not capture all required client information, do not effectively synchronize across systems and are not scalable to evolving customer needs.
- These capability gaps result in several business challenges including the inability to consolidate client information across the bank, limited data on prospects, lack of critical client information, lack of updated client contact preferences, etc.
- Due to these challenges, the bank continues to incur significant costs on short-term tactical solutions with limited contribution to overall capabilities.
- To mitigate these challenges, the Bank launched the Client Information Transformation (CIT) program with the vision to create a single view of the client across all channels which can adapt to evolving business needs.
Solution
The Bank needed help to operationalize the CIT vision. To achieve this, the following was done:
- Conducted a current state assessment to identify key challenges and root causes. This helped the Bank prioritize primary areas of focus.
- Developed CIT Strategy to define the key enablers for the CIT vision.
- Created the Target Operating Model (TOM) to implement the strategy, including Information Governance and Master Data Management (MDM) capabilities.
- Developed a 5 -year roadmap to implement the TOM with focus on maximizing efficiencies and delivering value to business stakeholders.
- Developed detailed costing for implementing the roadmap to help the Bank quantify total investment.
Results
- Our team’s deep industry and functional experience helped the Bank translate a high-level vision into a tactical roadmap with prioritized projects across a 5-year horizon. This provided the Bank with a clear path to achieving its vision.
- Our team leveraged its network of Subject Matter Advisors to provide the Bank with global, cross-industry experience and confirm that the solution is aligned with leading edge thought leadership.
- Our extensive experience in implementing MDM solutions provided the Bank with insights into the capabilities required and potential costs. This helped quantify investments and gain internal approval.
- Our experience in establishing governance models helped the Bank define an information governance organization, define the model, the mandate, roles and responsibilities and underlying processes. This was key for the Bank due to lack of existing oversight for information governance