Process Improvement & Lean Operations
Simpler processes, fewer hand-offs and less manual work.
Operations & Performance
Client Lifecycle, Counterparty & Account Operations
Onboarding sets the data the rest of the operation runs on.
Overview
Client and account operations run from first contact to daily servicing: onboarding, KYC, counterparty setup, account maintenance, payments, fees and downstream processing.
When each step has its own team, system and backlog, onboarding slows, revenue is deferred and poor data creates breaks later in the lifecycle.
Capmark helps institutions redesign and implement the operating models behind client, counterparty and account operations. We improve speed, data quality, ownership, controls and adoption from onboarding through to live servicing.
What we do
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 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
38
Countries brought onto one client-onboarding and credit operating model
110
Roles recalibrated across front-to-back operations
Client result
Proven in the work, not the pitch.
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 target governed
- Senior team
- Mobilised under Capmark leadership
Read the case study
Insights
Related thinking.
Get in touch
Talk to a Partner about Client Lifecycle, Counterparty & Account Operations.
Tell us what needs to change and where the pressure or risk is showing.