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Client:
The individual client brokerage subsidiary of a major consumer bank
Engagement:
During an effort to update legacy and transactional systems to support the acquisition of a regional bank with over 500 investment advisors in 300 branches, it was determined that a new trading and processing system would best serve clients. Our mission was to enable advisors, home office, management and operations personnel to effectively use the new system for core tasks on the first day of the conversion.
Deliverable:
We validated critical job functions for each key position, developed written system reference guides and “just-in-time” job aids. We designed hands-on training seminars using focused applications exercises for each population. We managed the project with a complex implementation plan that plotted program logistics and on-the-job follow-up.
We delivered more than one hundred targeted training events across the United States over a six-week period. Skill-building follow-up assignments were distributed via email, reviewed prior to conversion. Investment advisors participated in a local reinforcement session prior to conversion.
Result:
Business processing during the conversion substantially exceeded expectations as a result of the painstaking preparation of each key training population. In addition, client service was virtually seamless as home office and support functions were able to transition to the new system without delay.
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Advisory
