Process Improvement & Lean Operations
Redesign end-to-end processes to remove duplication, unnecessary hand-offs, rework and manual activity.
Operations & Performance
Client Lifecycle, Counterparty & Account Operations
Improve the client lifecycle from onboarding to ongoing account service.
Overview
What this means for your business.
Client and account operations connect onboarding, KYC, counterparty setup, account maintenance, payments, fees and downstream processing.
Capmark helps institutions improve the operating model across these activities, with attention to service, data quality, responsibilities and controls.
We align client-facing processes with the teams and systems supporting them, including the requirements of rollout, role changes and adoption.
What we do
The expertise we bring.
We design onboarding and credit operating models across process, roles, technology, controls and ownership. The model is built to scale across products, markets or business lines.
We redesign KYC and verification so checks run in parallel where appropriate, with risk-based tiers, clear turnaround standards and one accountable client-facing owner.
We rebuild the operations that follow onboarding: account maintenance, payments processing, instruction data, confirmations, settlement and break resolution where trading activity is involved.
We redesign the operating model behind fees and billing: schedules, accruals, reconciliation, leakage reporting and dispute handling. What is billed should match what was agreed.
We plan and run rollout through migration sequencing, role changes, training and controls handover. Adoption is tracked after go-live until the business runs the new model confidently.
What to expect
A team shaped around the work.
A Principal leads from day one. The first weeks establish the baseline: onboarding cycle time, queue ageing, break data, data quality and fee leakage.
Design runs with operations leaders in the room, and the same team that designs the model supports implementation through rollout, role change and adoption.
Engagements range from current-state discovery to full design-and-implementation ownership.
01
Assess
Establish the current state, the constraints, the risks and the value at stake.
02
Define
Shape the target model and the business case with the executives who own the outcome.
03
Mobilise
Stand up the team, the plan and the governance around the outcome.
04
Implement
Design, build and test the change, with the business alongside.
05
Sustain
Cutover, hypercare and handover, so the business runs it under its own control.
The same five stages on every engagement, led by senior practitioners end to end. How we work
Impact
Results from relevant work.
38
Countries brought onto one client-onboarding and credit operating model
110
Roles recalibrated across front-to-back operations
Client result
Relevant client experience.
Banking · Operating Model
One client-onboarding and credit operating model across 38 countries
A Global Corporate & Investment Bank · Client Onboarding & Credit Operating Model
We helped implement a single global client-onboarding and credit operating model across 38 countries, recalibrating 110 roles, rationalising technology and strengthening the process and control model across wholesale banking.
- 38
- Countries on one operating model
- 110
- Roles recalibrated
- £50m
- Benefits-realisation target governed
Read the case study
Insights
Related perspectives.
Get in touch
Discuss Client Lifecycle, Counterparty & Account Operations.
Tell us what you are working through and the expertise you need.