Case study / Digital and operational transformation
Replacing manual omnibus disaggregation with a scalable operating model.
A growing offshore pension provider needed to modernise client engagement while replacing manual back-office processes supporting more than $750m in assets under management.
01$750m+ AUMManual omnibus disaggregation and reconciliation brought into scope.
022,500+ clientsA new digital-engagement experience connected to dependable data.
03Built for growthA platform foundation designed to support scale beyond $1bn AUM.
The engagement
Growth had outpaced the operating model behind it.
A global offshore pension provider asked I-Convergence to help transform the manual systems and processes supporting omnibus disaggregation across more than $750m in assets under management.
In parallel, the organisation wanted to improve how more than 2,500 clients accessed information and interacted with the business. The challenge required coordinated change across customer experience, CRM, data management and back-office reconciliation.
Legacy systems.
Growing expectations.Front-office experience could not be improved sustainably without strengthening the data and reconciliation processes beneath it.
The existing model depended on manual activity for disaggregation and reconciliation while client engagement relied on legacy processes and systems.
- Manual back-office activity limited efficiency and scalability.
- Omnibus positions required dependable allocation and reconciliation.
- Client-facing information depended on accurate, timely operational data.
- Growth required a connected front-to-back platform strategy.
What we delivered
Client experience and operational control, redesigned together.
Rather than treating CRM and reconciliation as separate projects, the programme connected them through a shared data and operating model.
Defined the transformation strategy
Worked with the executive board to shape a practical route away from legacy processes and systems, aligned with growth and client-service objectives.
Introduced a new CRM front end
Designed and implemented a client-management foundation supporting more consistent service and more effective digital engagement.
Enabled real-time digital engagement
Created digital capability through which more than 2,500 clients could access a more immediate and connected service experience.
Configured scalable reconciliation
Implemented a back-office reconciliation platform to replace manual omnibus disaggregation and provide a more reliable operational-data foundation.
Value delivered
A connected platform foundation for service, control and scale.
The programme aligned the client-facing experience with the operational disciplines required to support it.
01Real-time digital engagementMore than 2,500 clients supported through improved digital capability.
02Reduced reliance on manual processingOmnibus disaggregation and reconciliation moved onto a dedicated platform.
03More dependable operational dataClient servicing supported by a stronger back-office management foundation.
04Capacity for continued growthA connected model built to support operations beyond $1bn AUM.
Modernising financial operations?
Connect the client experience to the controls behind it.
We help providers replace fragile manual processes with dependable data, reconciliation and platform capability.