Wealth & Asset Management Transformation Case Studies
Situation
I have worked with multiple leading wealth and asset management organizations to modernize their front and back-office operations and contact centers. These organizations, each with hundreds of call center representatives and back-office processing teams, relied on manual processes that led to inefficiencies, high operational costs, and customer service delays. To remain competitive, they needed digital transformation initiatives incorporating workflow automation, AI-driven decision-making, and enhanced management reporting.
Task
As the engagement lead, I was responsible for evaluating client needs, defining the transformation roadmap, and ensuring successful implementation. The goal was to streamline operations, enhance customer experience, and improve reporting capabilities through platforms such as Pegasystems, Appian, and SS&C’s AWD/Chorus.
Actions
Initiated project kickoffs to align stakeholders, set expectations, and establish a governance structure.
Conducted process assessments to identify inefficiencies, bottlenecks, and areas for automation.
Facilitated interactive workshops to define future-state workflows, customer experience (CX) enhancements, and reporting needs.
Led Agile development teams in building, testing, and refining the digital solutions.
Implemented Agile methodologies to demonstrate incremental value through frequent solution playbacks.
Provided executive-level reporting on project status, budget tracking, and risk mitigation strategies to maintain transparency and credibility.
Managed risk and issue resolution, ensuring adherence to project timelines and compliance requirements.
Oversaw testing, training, and go-live activities to ensure a smooth transition and user adoption.
Results
Successfully transformed customer service and operational processes, improving efficiency by 30-80%.
Reduced manual effort, enabling employees to focus on higher-value tasks and improving overall productivity.
Enhanced customer satisfaction scores due to faster response times and improved service delivery.
Strengthened stakeholder buy-in and adoption through early engagement and iterative development.
Key Takeaways & Lessons Learned
Frontline engagement is critical – Involving end-users in solution design ensures practical, real-world applicability and smoother adoption.
Agile playbacks drive momentum – Frequent feedback loops increase business alignment, accelerate improvements, and foster stakeholder enthusiasm.