Target Operating Model Transformation: Data, AI, & Training Initiatives, Central Clearing House

Client Challenge

The client identified three initiatives to support the delivery of its strategic objectives. The three initiatives centred around Training, Call Centre transformation and Data. TORI were asked to carry out a review of the current “AS-IS” state and to make recommendations on the future state model, based on Subject Matter expertise and best practice:

  • Training: focussing on enhancing employee skills, complying with industry standards, and providing external training services
  • Call Centre: The client was receiving a high volume of non-complex queries through email, phone, and via the help desk app. The queries were not responded to on time. The client requested a review and a proposal encompassing AI capabilities to reduce employee involvement
  • Data: Services prioritising trade data, participant risk profiles, and financial information reference data

What We Did

Following the identification and scoping of the 3 business streams and expected outcomes, TORI conducted several workshops, collaborating with the client teams to better understand their business needs and to facilitate the generation of ideas and desired results.

The TORI team also undertook in-depth research of suppliers in the area, who can support the client in providing the necessary services pertaining to Training, Call Centre and Data. The Team also investigated the financial and regulatory landscape, to provide advice and guidance on the client’s regulatory and compliance obligations.

The TORI Team prepared the business case, highlighting the measurable benefits of each initiative, including detailed descriptions of the costs, risks, timeline, and delivery plans. This culminated into a report and a presentation designed to address Board requirements.

Outcome & Results

The Business case for the Target state operating model was presented to the Board for comment and final approval. The TORI team facilitated discussions on the challenges and benefits on the use of AI to improve Call Centre performance and other potential uses of the technology.

The outcome was the preparation of a detailed execution plan, which included Proof of Concept (POC) activities for the transformation of the Call Centre and tooling required to provide structure and consistency to the Data used by the client. The second phase of this engagement included:

  • Data strategy formulation and execution
  • Call Centre technology and transformation
  • Training providers and training

A proposal was presented to the board detailing the activities for phase 2. The proposal was approved, with a start date to be confirmed.

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