, senior vice president, state street wealth manager services
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State StreetWealth Manager Services
Presentation to: Money Management Institute
Technology Spotlight Workshops: Outsourcing for SMA Operations
Date: March 1, 2006
Proprietary and Confidential
2
Investment Servicing Investment ManagementInvestment Research
and Trading
> Custody, Accountingand Administration
> Consulting, Outsourcing,and Implementation
> Transfer Agencyand Recordkeeping
> Capital Lending, Liquidity> Performance, Risk,
Compliance> Investment Operations
Outsourcing> Wealth Management Services
> Institutional Investors> Advisors> Securities Lending> Active Strategies> Index Strategies> Research
> Global Link> Execution and Order
Management> Trade Execution
Origination and Credit Services> Investment Research> Portfolio Analytics> Commission Recapture> Transition Management
Investment Management Investment Servicing
State Street CorporationCore Capabilities
Wealth Manager Services
4
Organization Chart
Stephen NazzaroSenior Vice PresidentPrivate Client Services
Charles DuvalVice President
Tax, Compliance and Risk Management
Thomas M. McKeeSenior Vice President
Managed Account Services
Anne P. TangenExecutive Vice President
Division Head
Meg M. KelleherSenior Vice PresidentBusiness Development
Stanley J. WasilauskiSenior Vice President
Chief Technology Officer
5
> $156 billion in assets under administration
> 59,000 accounts> Attractive pipeline
> United States> United Kingdom
> 463 employees > Experienced and
proven leadership team> Significant market
and industry expertise
> PrivateClient Services
> Managed Account Services
Provide integrated, strategic partnership solutions customized for the wealth managementmarket by leveraging State Street’s global perspective and local expertise, dedicationto customer service, superior technology, and extensive product mix
Business Lines Growth Locations Team
Mission
Managed Account Services
7
Organization Chart
Thomas M. McKeeSenior Vice President
Head of Managed Account Services
Joe KennedyVice President
Technology Integration
Cheryl CohenVice PresidentOperations &
Client Services
Peter AmatoVice President
Project Management
Donna AntonacciVice President
Client Implementations
Meg KelleherSenior Vice PresidentBusiness Development
Arlene ValloneExecutive Assistant
Nicole DeBloisProject Manager
MaryAnn DeGeorgesConversion and Implementation
Laura RileyTeam Leader
Account Administration
Roger Jones
Jonathan Ferrara
Jennifer Koszta
Natasha Ramkishun
Jasdeep Chanana
Nick BiancardoPerformance Measurement
Pilar IvanovTeam Leader
Recon & Settlements
Nelly Verbovetskaya
Ewa Ryczek
Andrea Huerta
Zandi Zungo
Brian Waterman Anthony DiGangiConsultant
Dean DacoConsultant
Raffaela GallaceAdmin. Assistant
8
Provide a world class servicing platform, delivered through state-of-the-arttechnology, that exceeds the needs of investment managers participatingin the managed account marketplace.
Managed Account ServicesCommitment
“I see managed accounts as a servicing opportunity that has tremendouspotential for us because of the large embedded expense base for managersrunning managed account programs…”“…this is like mutual funds were for us 25 years ago.”
State Street’s CEO Ron Logue – Global Custodian, October 2004
9
State Street
– World’s largest asset servicer with over $10 trillion in AUC
– Focus on providing a broad range of services to investment managers
– Commitment of 20% – 25% of operating expenses budget to IT/year
People
– Extensive experience in the managed account industry
– Dedicated service center in New York City
– Strict quality control discipline
– Responsive service oriented culture
Proven Implementation Methodology
– Efficient management of concurrent activities
– Leverage implementation experience and developed work products
– Experience integrating third-party systems
Scalable Technology Platform
– Partnership with CheckFree APL
– Mature and flexible workflow application
– Reconciliation tools
– Messaging
References
Satisfied clients are the key to success
Wealth Manager Services
Managed Account ServicesDifferentiators
Our Services
11
Service Offering
Finance
Compliance
New Account Notification
ContributionNotification
TerminationNotification
WithdrawalNotification
RestrictionsUpdate
AccountMaintenance
Asset Transfer
Registration Changes
StrategyChanges
Brokers
Corporate Actions
Tax Harvest requests
New Accounts
Inquiries
WMS
Refund Calculations
Trading/Portfolio Management
TerminatedAccounts
Technology
Networking
Client Refunds
Asset Selection / Model Changes
CS & Operations
WMS Relationship Mgmt
Account ActivityNotification
CORE
Dedicated Client Service Team
Monies Received
Reporting
Post-Trade Monitoring
Collection
Sponsors / Custodians / Financial ConsultantsAlex Brown Paine Webber Lehman Brothers Envestnet NBFWachovia Merrill Lynch Lockwood NBC Securities Nesbitt BurnsOppenheimer Fidelity AG Edwards LPL LPAAdvest Bear Sterns First Boston Pershing UBSMorgan Keegan Financial West First Albany Dain Rauscher Bank of AmericaGage-Wiley Legg Mason Advisorport IBT Janney MontgomerySchwab Morgan Stanley Wells Fargo Wood Gundy US TrustSmith Barney Scotia Piper Jaffery Raymond James Bank of BermudaGoldman Sachs Access Partners Hilliard Lyons McDonald & Co. Wilmington Trust
New Accounts
Inquiries
Issue Resolution
Management Reporting
Reconciliation
InvoicesAnnual Mailings
Reporting
Issue Resolution
Account Acceptance
Invoice Review
Invoices
Proxy Voting
SEC Filing
Performance
AIMR Compliance
Clients
Account Servicing
Workflow Automation
Settlement Process
Investment Accounting
Reconciliation
Performance Measurements and
Reporting
PREMIUM
Compliance
Portfolio Administration
Trade Support
Private Label Mailing
Revenue Recognition Support
Voluntary Corporate Action Voting
Across the Board Trading
Step-Outs
Other Non-Outsourced Trading Activities
Tra
de
Exe
cutio
n
Tra
deP
lace
men
t
Trade Execution
TradePlacement
Private Label Mailing Support
Outside Party Relationship
Manager
Data Feeds
Data Feeds
Reporting Analytics
Client/Broker Communications
12
Managed Account ServicesCore Services
> Open new accounts, including position, cash and tax-lot seeding> Perform completeness review of all new accounts> Notify Investment Manager of accounts requiring formal acceptance> Process contributions, withdrawals, transfers and tax harvest requests> Process style changes > Process account closing / liquidation requests> Profile coding of CRM information, including sponsor, program, broker / financial consultant,
strategy, etc.> Maintain investment restrictions for pre-trade compliance testing
– Industry / sector rules– Security prohibitions (i.e. “sin” stocks)– Security ceilings (x% of portfolio market value)– Cash ceilings (x% of portfolio market value)
Account Servicing
> Document imaging for account activity paperwork> Analyze operational environment for process enhancements via workflow> Create workflow environment and specific business rules> User readiness and training> Utilize oversight features for automated supervision of workflow
Workflow Automation
> Central point of contact for all operations, administration and technology support> Establish operational processes for new sponsor relationships and new custodians> Marketing / business development support> Regulatory / internal audit support > Management reporting> Service level reporting> Relationship management / service quality review sessions
Dedicated ClientService Team
13
Managed Account ServicesCore Services
> Open new accounts, including position, cash and tax-lot seeding> Perform completeness review of all new accounts> Notify Investment Manager of accounts requiring formal acceptance> Process contributions, withdrawals, transfers and tax harvest requests> Process style changes > Process account closing / liquidation requests> Profile coding of CRM information, including sponsor, program, broker / financial consultant,
strategy, etc.> Maintain investment restrictions for pre-trade compliance testing
– Industry / sector rules– Security prohibitions (i.e. “sin” stocks)– Security ceilings (x% of portfolio market value)– Cash ceilings (x% of portfolio market value)
Account Servicing
> Document imaging for account activity paperwork> Analyze operational environment for process enhancements via workflow> Create workflow environment and specific business rules> User readiness and training> Utilize oversight features for automated supervision of workflow
Workflow Automation
> Central point of contact for all operations, administration and technology support> Establish operational processes for new sponsor relationships and new custodians> Marketing / business development support> Regulatory / internal audit support > Management reporting> Service level reporting> Relationship management / service quality review sessions
Dedicated ClientService Team
14
Managed Account ServicesCore Services
> Open new accounts, including position, cash and tax-lot seeding> Perform completeness review of all new accounts> Notify Investment Manager of accounts requiring formal acceptance> Process contributions, withdrawals, transfers and tax harvest requests> Process style changes > Process account closing / liquidation requests> Profile coding of CRM information, including sponsor, program, broker / financial consultant,
strategy, etc.> Maintain investment restrictions for pre-trade compliance testing
– Industry / sector rules– Security prohibitions (i.e. “sin” stocks)– Security ceilings (x% of portfolio market value)– Cash ceilings (x% of portfolio market value)
Account Servicing
> Document imaging for account activity paperwork> Analyze operational environment for process enhancements via workflow> Create workflow environment and specific business rules> User readiness and training> Utilize oversight features for automated supervision of workflow
Workflow Automation
Dedicated ClientService Team
> Central point of contact for all operations, administration and technology support> Establish operational processes for new sponsor relationships and new custodians> Marketing / business development support> Regulatory / internal audit support > Management reporting> Service level reporting> Relationship management / service quality review sessions
15
Managed Account ServicesCore Services
> Match and reconcile trades with counterparties> Instruct / notify custodians of trades (as necessary)> DTC affirmation (as necessary)> Resolve trade issues> Monitor fails
Settlements Process
> Validation of portfolio accounting records with sponsor / custodial records(as provided by sponsor / custodian)
– Security positions– Cash activity and balances
Reconciliation
> Calculate pre-tax, gross-of-fee account returns daily and composite returns monthly> Composite maintenance> Daily benchmark returns, including custom blends> Management and investor reporting> Support for AIMR verification
Performance Measurementand Reporting
> Trade capture / recordkeeping> Tax lot accounting> Security set up and maintenance> Security and portfolio valuations> Corporate action processing
Investment Accounting
16
Managed Account ServicesCore Services
> Match and reconcile trades with counterparties> Instruct / notify custodians of trades (as necessary)> DTC affirmation (as necessary)> Resolve trade issues> Monitor fails
Settlements Process
> Validation of portfolio accounting records with sponsor / custodial records(as provided by sponsor / custodian)
– Security positions– Cash activity and balances
Reconciliation
> Calculate pre-tax, gross-of-fee account returns daily and composite returns monthly> Composite maintenance> Daily benchmark returns, including custom blends> Management and investor reporting> Support for AIMR verification
Performance Measurementand Reporting
> Trade capture / recordkeeping> Tax lot accounting> Security set up and maintenance> Security and portfolio valuations> Corporate action processing
Investment Accounting
17
Managed Account ServicesCore Services
> Match and reconcile trades with counterparties> Instruct / notify custodians of trades (as necessary)> DTC affirmation (as necessary)> Resolve trade issues> Monitor fails
Settlements Process
> Validation of portfolio accounting records with sponsor / custodial records(as provided by sponsor / custodian)
– Security positions– Cash activity and balances
Reconciliation
> Calculate pre-tax, gross-of-fee account returns daily and composite returns monthly> Composite maintenance> Daily benchmark returns, including custom blends> Management and investor reporting> Support for AIMR verification
Performance Measurementand Reporting
> Trade capture / recordkeeping> Tax lot accounting> Security set up and maintenance> Security and portfolio valuations> Corporate action processing
Investment Accounting
18
Managed Account ServicesCore Services
> Match and reconcile trades with counterparties> Instruct / notify custodians of trades (as necessary)> DTC affirmation (as necessary)> Resolve trade issues> Monitor fails
Settlements Process
Reconciliation
> Calculate pre-tax, gross-of-fee account returns daily and composite returns monthly> Composite maintenance> Daily benchmark returns, including custom blends> Management and investor reporting> Support for AIMR verification
Performance Measurementand Reporting
> Trade capture / recordkeeping> Tax lot accounting> Security set up and maintenance> Security and portfolio valuations> Corporate action processing
Investment Accounting
> Validation of portfolio accounting records with sponsor / custodial records(as provided by sponsor / custodian)
– Security positions– Cash activity and balances
19
Managed Account ServicesPremium Services
> Model maintenance> Order generation (block and rebalance)> Trade placement / execution> Trade execution monitoring > Sponsor rotation tracking> Manage / maintain trading records
Portfolio Administration
> Monitor portfolio holdings dispersion vs. models> Monitor high / low cash> Monitor debit balances and short positions> Coordinate issue resolution with trading personnel
Trade Support
> Fee calculations in advance or arrears> Support fee schedules for family and / or household group options> Invoice preparation and mailing
Revenue Recognition Support
> New account welcome letters> Monthly / Quarterly portfolio valuations and transaction detail> Quarterly investment summary and performance analysis > Annual mailings (ADV, privacy policy, proxy policy)
Private Label Reporting
> New business suitability review– Devise mutually agreed upon acceptance screens– Review and approve accounts based on screens
> New business acceptance review for sponsor required programs– Provide approval to sponsor of account acceptance
> Generate SEC reporting (13f, 13g)
Compliance
20
Managed Account ServicesPremium Services
> Model maintenance> Order generation (block and rebalance)> Trade placement / execution> Trade execution monitoring > Sponsor rotation tracking> Manage / maintain trading records
Portfolio Administration
> Monitor portfolio holdings dispersion vs. models> Monitor high / low cash> Monitor debit balances and short positions> Coordinate issue resolution with trading personnel
Trade Support
> Fee calculations in advance or arrears> Support fee schedules for family and / or household group options> Invoice preparation and mailing
Revenue Recognition Support
> New account welcome letters> Monthly / Quarterly portfolio valuations and transaction detail> Quarterly investment summary and performance analysis > Annual mailings (ADV, privacy policy, proxy policy)
Private Label Reporting
> New business suitability review– Devise mutually agreed upon acceptance screens– Review and approve accounts based on screens
> New business acceptance review for sponsor required programs– Provide approval to sponsor of account acceptance
> Generate SEC reporting (13f, 13g)
Compliance
21
Managed Account ServicesPremium Services
> Model maintenance> Order generation (block and rebalance)> Trade placement / execution> Trade execution monitoring > Sponsor rotation tracking> Manage / maintain trading records
Portfolio Administration
> Monitor portfolio holdings dispersion vs. models> Monitor high / low cash> Monitor debit balances and short positions> Coordinate issue resolution with trading personnel
Trade Support
> Fee calculations in advance or arrears> Support fee schedules for family and / or household group options> Invoice preparation and mailing
Revenue Recognition Support
> New account welcome letters> Monthly / Quarterly portfolio valuations and transaction detail> Quarterly investment summary and performance analysis > Annual mailings (ADV, privacy policy, proxy policy)
Private Label Reporting
> New business suitability review– Devise mutually agreed upon acceptance screens– Review and approve accounts based on screens
> New business acceptance review for sponsor required programs– Provide approval to sponsor of account acceptance
> Generate SEC reporting (13f, 13g)
Compliance
22
Managed Account ServicesPremium Services
> Model maintenance> Order generation (block and rebalance)> Trade placement / execution> Trade execution monitoring > Sponsor rotation tracking> Manage / maintain trading records
Portfolio Administration
> Monitor portfolio holdings dispersion vs. models> Monitor high / low cash> Monitor debit balances and short positions> Coordinate issue resolution with trading personnel
Trade Support
> Fee calculations in advance or arrears> Support fee schedules for family and / or household group options> Invoice preparation and mailing
Revenue Recognition Support
> New account welcome letters> Monthly / Quarterly portfolio valuations and transaction detail> Quarterly investment summary and performance analysis > Annual mailings (ADV, privacy policy, proxy policy)
Private Label Reporting
> New business suitability review– Devise mutually agreed upon acceptance screens– Review and approve accounts based on screens
> New business acceptance review for sponsor required programs– Provide approval to sponsor of account acceptance
> Generate SEC reporting (13f, 13g)
Compliance
23
Managed Account ServicesPremium Services
> Model maintenance> Order generation (block and rebalance)> Trade placement / execution> Trade execution monitoring > Sponsor rotation tracking> Manage / maintain trading records
Portfolio Administration
> Monitor portfolio holdings dispersion vs. models> Monitor high / low cash> Monitor debit balances and short positions> Coordinate issue resolution with trading personnel
Trade Support
> Fee calculations in advance or arrears> Support fee schedules for family and / or household group options> Invoice preparation and mailing
Revenue Recognition Support
> New account welcome letters> Monthly / Quarterly portfolio valuations and transaction detail> Quarterly investment summary and performance analysis > Annual mailings (ADV, privacy policy, proxy policy)
Private Label Reporting
> New business suitability review– Devise mutually agreed upon acceptance screens– Review and approve accounts based on screens
> New business acceptance review for sponsor required programs– Provide approval to sponsor of account acceptance
> Generate SEC reporting (13f, 13g)
Compliance
Technology Platform
25
Technology PlatformSchematic
Data Feeds
Outsourcing Client
Account Administration
Notification
APL
Bowne CORE
Performance
Trade Order ManagementFlexPack
Client Reporting
Extracts
Data Feeds
Billvue
Billing
Tax Optimizer(ITG & MARS)
CRM
Fulfillment
Sponsor / 3rd Party Custodian Technology
Client Mailings
Data Feeds
Compliance Monitoring (CTI)
Trading Applications (Charles River,
Minerva)
Data Transformation
Center
Accounting
Performance Tools (CAPS)
Data Warehouse
Sales Tracking
AWDDocument Imaging
and WorkflowData Feeds
Data Feeds for New Accounts/
Recon Monitoring &
Processing
Website Fax Email Mail
Electronic Files
Data Feeds for Transactions
Posting / Recon
Enhancements
Short Modeling Functionality
Managed ObjectsManagement
Reporting
(production 2Q06)
Omgeo
Trade Suite
AlertBilling
ByAllAccounts
Electronic Files
Data Feeds for Cash Movements
& Recon
Data Feeds Trading
Trade Settlement
Reconciliation
Implementation Methodology
27
Implementation MethodologyStrategy
> Deliver superior implementation services that differentiate State Street from its competitors
– Foster effective teamwork, collaboration and communication
– Recruit high caliber individuals who have proven project management experience
– Leverage WMS’ successful implementation methodology
Repeatable – controlled yet flexible
Timely delivery of all work products
Comprehensive execution of project management techniques
– Develop internal centers of expertise across all implementation initiatives
28
RelationshipCultivation Discovery
Scope andBusinessAssessment
Client Implementation Methodology
ProductionServicingand Support
Outsourced ServicingImplementation ProcessEstablish Terms Pre Contract
PMOBusiness Development NY Service Center
Implementation MethodologyCustomer Lifecycle
Letter of Intent
NonDisclosureAgreement
Service LevelStandards
29
Implementation MethodologyDetailed Approach
PMO Kick-Off− Detailed Plan − PMO Processes
Assessment by Workstream− Detailed Questionnaire
Documentation− Processes− Sponsor Matrix− Gaps− Risks− Conversion Approach
Agreements− Detailed Scope of Services− Service Levels for All Areas− Legal Contract
Operational Readiness− Workflow Configuration− Application Set-Up− Infrastructure Set-Up− Development (if needed)− Transition & Cutover Plan
Conversion
30
Implementation Steering Committee (ISC)Senior stakeholders from WMS and Client – Involves activities related to implementation(i.e. monitoring and key decision making)
Joint Steering Committee (JSC)Once the implementation process is complete,the ISC is disbanded and the JSC is created.The JSC is the governance structure and is madeup of key stakeholders from both firms.
PMO NY Service Center
Project Management Office (PMO)Manages the activities for each project phase(i.e. status reporting, issues management, change request management,quality review and risk assessment)
Service Level ReportingThe JSC is the forum for dissemination of allService Level Reporting based on contractualService Level Standards.
WorkstreamsSpecialist teams focused on segments of the project(i.e. defining the project, developing and executing the specificrequirements of the project plan: application configuration,training, performance measurement etc.)
Relationship ManagementMonthly meetings are scheduled to address allissues related to the servicing of the relationship. Strategic discussions are also held aroundnew products, sponsors, technologyand industry-related initiatives.
Implementation MethodologyClient Service Experience
Service Level Overview
32
Service Level OverviewAttributes
> Reporting provides:
– Precise definition of service expectations
– Clear accountability and transparency for the service delivery
– Timely feedback on performance vs. service standards
– Flexibility to adapt to changing requirements
33
II. Monthly Operational Support ReviewMetrics
Area of Measurement Metric(s) Total Breaks Exceptions # Within SLS % Within SLS Rating
Account Opening (Benchmark = 98%)
Number of new accounts set-up within 1 business day following receipt of completed documentation for cash only accounts
35 4 4 35 100% ■
Number of new accounts set-up within 2 business days following receipt of complete documentation via electronic / soft copy form via Security APL and within 5 business days upon receipt of complete documentation in hard copy form for cash and securities accounts
45 3 3 45 100% ■
Account Closures (Benchmark = 98%)
Number of accounts where client is notified within 1 business day if complete instructions are received from Program Sponsor by 1:00 p.m., and by 9:30 a.m. the next business day if notification received after 1:00 p.m.
33 0 0 33 100% ■
Number of occasions where account is restricted from trading activity within 1 hour of receipt of Program Sponsor notification
33 0 0 33 100% ■Intra-day Contributions and Withdrawals (Benchmark = 98%)
Number of intra-day cash contributions, withdrawals and transfers processed within 2 hours if notification is received by 1:00 p.m., and by 9:30 a.m. the next day, if notification received after 1:00 p.m.
152 4 2 150 99%■
34
II. Monthly Operational Support ReviewMetrics
Area of Measurement Metric(s) Total Breaks Exceptions # Within SLS % Within SLS Rating
Restrictions (Benchmark = 98%)
Number of restriction changes as provided by Program Sponsor and underlying clients, processed on APL by end of business day if received or identified by 1:00 p.m. and by 9:30 a.m. the next business day if received or identified after 1:00 p.m.
14 0 0 14 100% ■
Account Reconciliation (Benchmark = 98%)
Number of times the daily status email is sent by 9:30 a.m.
Number of times automated reconciliations are not completed same-day
Number of manual reconciliations not completed within 30 days of month-end
21
21
450
0
0
5
0
0
0
21
21
450
100%
100%
99%
■■■
Style Changes (Benchmark = 98%)
Number of modifications processed within2 hours of receipt of notification by Program Sponsor, if received by 1:00 p.m. and by9:30 a.m. the next business day if receivedafter 1:00 p.m.
1 0 0 1 100% ■
35
II. Monthly Operational Support ReviewMetrics
Area of Measurement Metric(s) Total Breaks Exceptions # Within SLS % Within SLS Rating
Performance Measurement (Benchmark = 98%)
Number of new accounts correctly placed in or excluded from composites
80 0 0 80 100% ■
Number of existing accounts correctly placed in or excluded from composites 0 0 0 0 100% ■
System Access and Management of Interruptions(Benchmark = 98%)
Number of system problems reported within 1 hour of identification by WMS
1 0 0 1 100% ■Security APL Outbound Interfaces (Benchmark = 98%)
Number of times the Softpak interface is sent by 7:30 a.m. daily
21 0 0 21 100% ■Number of times the standard interfaces are sent by 11:00 a.m. daily
21 0 0 21 100% ■Overall Performance (Benchmark = 98%)
Overall Performance 99.5% ■
36
III. Monthly Operational Support ReviewStatistics
This Month Last Month Percent Change
Number of new account set-ups 80 87 -8.05%
Number of account closings 33 21 57.14%
Contributions and Withdrawals 152 120 26.67%
Restriction Items 14 5 180.00%
Style Changes 0 1 -100.00%
Number of auto reconciliations 168 168 0.00%
Number of manual reconciliations n/a n/a n/a
Workflow Solution
38
> Workflow management and document imaging system that electronically routes work throughout an organization
> Applies predefined business rules in streamlining business processes, limiting human interaction while processing data movement
> Provides customer-specific automated service level reporting data
> Supports multiple communication channels and the blending of workflow and process automation through system integration
Workflow SolutionAutomated Workflow Distributor (AWD)
39
> Custom Screen Design (CSD)– Created to meet an organization’s specific business needs
> Work Type– Identifies the transaction to be processed
> Status– Designated step in the workflow which determines where a work item is sent for the
processing
> Queue– Holding area where work items await selection for the next step in the workflow
Workflow SolutionAWD Terminology
40
> Work request is faxed/scanned to an Image Server
> System automatically creates a work object and source
> Item is indexed – Upon review of scanned image activity is identified and required data fields are entered into CSD
CLIENT NAME
Workflow SolutionWorkflow Process
41
> Status is changed within workflow as tasks are completed; changes in status drive next step in processing
> Quality control checks performed by New York Service Center. Items that do not pass inspection will be routed accordingly for re-evaluation
> Upon completion of flow, all items and images are maintained in the database for reference and reporting purposes
CLIENT NAME
Workflow SolutionWorkflow Process (continued)
42
AWD Screen ShotsWork Retrieval using “Get Work”
43
AWD Screen ShotsWork Retrieval with Customized Lookups
44
AWD Screen ShotsLookup Results to Initiate Work
45
AWD Screen ShotsIndexing Process and Account Verification
46
AWD Screen ShotsNew Account Setup Screen Design
47
AWD Screen ShotsNew Account Setup Prompts
48
AWD Screen ShotsNew Account Client Defined Suitability
49
AWD Screen ShotsQueue for Account Processing; Funding Verification
50
AWD Screen ShotsQuality Checking
51
AWD Screen ShotsTrader Notification / Action Queue
52
AWD Screen ShotsAWD History
53
AWD Screen ShotsHistorical Data/Image Retrieval
Manager Dashboard Solution
55
Manager Dashboard Solution Managed Objects Service Level Manager
> Key Performance Indicator Tracking, Analysis and Reporting System
> Supports SLA compliance in real time and historically
> Provides predictive early-warning to SLA non-compliance
> Facilitate root cause analysis
> Manager Dashboard content includes:– Volumes by service category based on user defined
intervals
– Performance vs. target
– Metrics analysis for process evaluation Arrival time, in hourly increments
Elapsed time: end-to-end (with and without breaks)
Elapsed time; per queue (with and without breaks)
Break analysis: per break- Length of break
- Comments/reason
Key Takeaways
>State Street’s infrastructure, scale, commitment and market leadership
>Experienced professionals
>Proven implementation methodology
>Referenceable clients
Thank You
Tom McKee
Senior Vice President
971-790-4423
tmmckee@statestreet.com
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