Olmstead Associates, a leading provider of advisory and consulting services to the global securities industry, in conjunction with Client Lifecycle Solutions, Inc., releases the results of an industry survey on institutional client onboarding conducted with Asset Management firms across the US.
Major findings of the survey indicate significant gaps exist in document and workflow management throughout the onboarding process:
•80% of those surveyed report that onboarding process issues introduce moderate-to-high impact reputational risk and operational risk
•Nearly half anticipate increased spending on people and automation within the onboarding function
•70% of the largest asset managers (> $150B AUM) will increase spend with 1/3rd of the largest asset managers increasing that spend by more than 10%
Gavin Little-Gill, Olmstead Executive Vice President and author of the survey stated, "Winning the client mandate should not represent the high point of the client/manager relationship. Every client touch point should be viewed as an opportunity, not an obligation. The onboarding process represents the first impression and can set the tone for the relationship.”
The survey also addressed client mandate changes that often occur during the life of the client relationship. Nearly 1/3rd of the respondents reported issues handling mandate changes and 20% reported these issues result in negative client impacts such as composite benchmark issues and reporting and billing errors.
Little-Gill, commented, "Increased client and regulatory scrutiny is clearly putting a spotlight on the client onboarding and mandate change processes. Investment managers need to revisit how they are organized to support onboarding and optimize the processes, workflows and tools to ensure they get it right the first time, every time.”