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Case study - Bank of New York

Enhanced operations management in client administration

Bank of New York (BoNY) is a leading third party outsourcer for many of the world's biggest fund managers. In the UK, BoNY employs some 200 staff in supporting financial products such as PEPs and ISAs. Its work mainly focuses on client administration tasks, such as processing change of address information.

Initial situation

When AOM was a practice within OCP it was asked to do a fundamental review of the operations management infrastructure at the bank. This found:

		Rapidly increasing volumes of work, because of the introduction of various new financial products.
		Very large seasonal peaks in workload.
		A quality problem due to the large numbers of newly recruited staff.

Actions undertaken

AOM carried out a programme of work, which included:

		Simulation training on operations management for more than 70 managers drawn from across BoNY operations.
		Implemention of AOM's Workware™ operations management software across two sites.
		On-site training to staff in operations management and the use of Workware.
		Coaching and support in productivity improvement and associated skills.

Results achieved

AOM's work gave BoNY staff the skills, systems and standards to better manage their workload. This resulted in:

		Improved quality of work and business planning.
		Increased productivity (15% improvement).
		A consistent basis for monitoring and managing workloads.

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National Australia Bank

Delivering significant performance gains in the customer services and operations division of a major financial organisation.

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