Process Transformation Through Client Journey Design

Practice Area

What Is Process Transformation at Wanilah Advisors?

We use analytics and insight on an ETE basis to change the dialogue and engage stakeholders to successfully change attitudes, behaviour and culture. We apply thought leadership and proven methods to digitally rethink and redesign processes to ensure that future state processes and operating models are future ready in the context of the desired client and employee experience. We focus upon quick wins while executing for the medium to longer term. We will work with you to develop an impactful and culturally appropriate approach to execute the required change.

Our delivery model requires that we listen first and work with you to co-develop the answer working on all dimensions of the problem. We look at issues from a policy, process, technology, organizational roles and responsibilities, measurement, incentives and rewards perspective. We look end to end across the business to truly understand the implications of the change and our recommendations. We will work with you to ensure that the resolution and execution will be pragmatic, practical and tied to the intended business result.  We look deeper to determine the desired performance and identify what barriers and issues are preventing our clients from achieving their desired business outcomes.

How Can This Help Your Business?

We bring thoughtful study and examination of the problem or issue, using analytics and insight to support our findings. We help clients overcome typical barriers to this scale of change.We deliver pragmatic and practical recommendations that are logically implementable that are well syndicated across the client organization.

We co-develop execution ready recommendations and a have a bias to just get it done working with you to collaborate to make sure that we are change ready as we start to implement.We structure our work to shorten your time to decision and action. We have a bias to just get it done.

Wanilah's Expertise

In Process Transformation through Client Journey

Completed several strategic business reviews, feasibility studies, business cases and new business start-up projects with various clients.

Led teams to solve complex data and process issues to resolve operational issues and achieve strategic impact. Application areas include BPM, BAM, and workflow to automate critical business processes such as KYC, AML, risk measurement, mortgage origination, Raroc, financial, management and risk reporting.

Worked with many client teams to improve controls, and process, efficiency and effectiveness in finance, risk, operations and retail and wholesale banking.

Led many large-scale programs and transformational initiatives in complex environments where multiple countries and cultures were involved. Specific examples include a large Y2K assignment, large post merger integration, and several large risk management system and process transformation projects. Each of these assignments had cross border, multi-stakeholder scope and scale with changes to people, processes, technology and data.

Provided executive over-sight for several global PMO’s for Basel II readiness rollouts at large global banks. Worked with the clients to structure PMO’s, identify required resources, skills and manage the PMO governance processes.

Led a credit risk systems and process diagnostic for a large US bank, assessed the systems and processes supporting credit risk management function. Identified an improvement portfolio of projects, credit risk design principles and a go-forward implementation plan.

Credit transformation SME support to a large North American bank. Provided SME support, oversight and review to a large North American bank in their credit risk transformation projects.

Led and managed hundreds of facilitated client sessions to review and develop business strategy, resolve complex business and address operational issues while gaining organizational buy-in. Conducted hundreds of workshops to assist project teams to identify and articulate business requirements, build business cases and manage complex transformations.

Completed several Basel II readiness assessments for large global banks. These assessments resulted in transformational roadmaps to assist clients to execute their Basel II programs and related risk transformation.

Worked with a large North American Bank to implement fraud management software as part of a multiyear plan to establish an IT architecture and changes to existing business processes to build a backbone to support compliance management and risk evolution.

Worked with several banks to specify credit lifecycle data and process requirements for retail mortgages and personal lines of credit and credit cards as part of a credit risk transformation projects.

Conducted and facilitated workshops to develop user requirements. Screened and evaluated over 100 vendors to arrive at a vendor short lists. Conducted scripted demos and vendor presentations to evaluate short listed vendors and arrive at recommended vendors. Evaluated the existing technology footprint and architecture to make final vendor recommendations.

Developed user requirements document for a large global bank to evaluate the available vendor community. Conducted vendor due diligence. Recommended the reversal of an initial vendor selection decision and the development of an in-house system for market risk management.

Ran a large-scale risk system implementation for a large global bank. Worked with the user community to clean and scrub data sets and group and bucket data to populate the risk software to arrive at consolidated VAR numbers.

Facilitated the development of business need statements for the investment, corporate banking and dealer operations of a major financial institution. Business need statements were used as part of a process to evaluate planned financial and management reporting processes to assess their suitability and identify opportunities for design improvements prior to development.

Developed several operational risk management frameworks for large global investment and retail banks. Developed operational risk policy documents to establish organizational roles and responsibilities, loss event and loss effect reporting requirements. Prepared global rollout plans and approaches to ensure organizational buy-in.

Provided executive over-sight for several global PMO’s for Basel II readiness rollouts at large global investment and retail banks. Worked with clients to structure the PMO’s, identify required resources, skills and manage the PMO governance processes.

Wanilah’s Offerings

In Process Transformation Through Client Journey Design

Review & Validation

Rapid Client Journey Preparation, Review and Validation

Measurement & Prototyping

Client Journey Operational Experience Measurement and Rapid Prototyping

Analysis & Improvements

Top Ten Client Irritants Root Cause Analysis & Quick Win Improvements

Development & Metrics Prototype

Client Journey Development and Metrics Prototype

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