General and administrative (G&A) operations

The securities servicing division of a global banking group sought to address business challenges like reduced productivity, sub-optimal operating model for its Center of Excellence (CoE), lack of process standardization, cost escalation, process fragmentation, and duplication. Strategy& was asked to help in accelerating execution and benefits delivery through process optimization, offshoring and redesign of operating model.

Strategy& developed initial hypothesis through a detailed current state analysis, using both quantitative and qualitative tools, and conducted workshops to identify quick win opportunities. We proposed a redesigned operating model for the CoEs, and suggested in-depth implementation plan to drive the changes.

The project identified potential cost saving of $10M per annum and recommended lean FTE allocation across locations. The project also identified opportunities to achieve process efficiency and provided detailed target state structure of the CoE, including team size, shift patterns, and processes performed

QUESTION 1

1.1 As indicative in the case study operations in any organisation interact primarily with the three business functions. Discuss this in detail. (9 Marks)

1.2 The security group of the company in the case study is providing a service instead of a product. Discuss the differences between Product and Service offerings. (6 Marks)

QUESTION 2 [15 MARKS] Relating to the company in the case, discuss the concept of Ethics and Social Responsibility.