A global financial recordkeeper faced a 400% surge in clients from acquisitions, overwhelming its operating model. Redundant systems, conflicting business rules, and poor communication led to flawed execution, low morale, and eroding client confidence- putting future growth at risk.

A newly appointed COO took a holistic approach, listening closely to clients and engaging staff across levels to assess the current state. High-impact systems and processes were streamlined, operations consolidated, and supplier relationships realigned to ensure consistent execution. Open communication and transparency became the norm, while frontline roles were redesigned and empowered.

The result: client satisfaction soared from 57% to 90% in just two years, the firm rose to #1 in its industry based on benchmark surveys, and not a single major client was lost. Operational efficiency improved by over 30%, fueling continued expansion and securing a 70% share of the U.S. market.