Client:

A leading US-based global investment bank.

Challenge:

Breaking the Chain of Operational Breakdowns

The client’s operations spanned the full trade lifecycle, starting with client onboarding and reference data maintenance, agreements, trade booking, allocation, enrichment, confirmations, settlements and extending into post-settlement activities such as brokerage, custody postings, claims, and tax reporting. The scope also included specialized processes such as structured product issuance, loan documentation, and reconciliation across cash and positions.

Because these processes were so deeply interdependent, issues in one area triggered cascading problems across the chain. For example:

• Errors in static data during onboarding caused downstream mismatches in trade enrichment and pre-matching.
• Incomplete agreements led to disputes in brokerage billing and fee calculations.
• Late or inaccurate allocations created breaks at confirmation, which then delayed settlement.
• Settlement failures generated buy-ins, repo breaks, and market claims, while inaccurate postings distorted tax reporting and withholding calculations.
• Missed reconciliations at the end of the cycle created accounting gaps and reduced client confidence.

Due to a silo-based structure of functions and cascading impact of exceptions, the Teams were constantly in reactive mode, managing exceptions rather than preventing them, leading to suboptimal operations and key personnel dependencies. The bank needed a solution that could optimize day-to-day operations, integrate fragmented systems, processes and build a process centric operating model.

Solution:

Stabilize, Transform, and Sustain
eClerx designed a connected program that tackled the challenge across 3 facets.

Stabilizing Run-the-Bank Operations
The priority was to establish stability across the trade lifecycle. Exception controls were embedded at each stage, and near-real-time dashboards provided managers with clear visibility of issues, focus was to understand the root cause and eliminate it, while deploying automation to efficiently manage exceptions, like auto email drafts, auto routing of exceptions, standardizing responses on failed trades, outstanding confirms, ETF discrepancies, or loan closing mismatches.

eClerx introduced a front-to-back model that reduced hand-offs and minimized touchpoints for both clients and brokers. Platinum service lists were created for high-value clients, ensuring faster response times and differentiated service. With fewer errors at onboarding, confirmations became smoother, which led to faster settlements, accurate brokerage billing, and cleaner reporting.

Change-the-Bank Transformation
Once RtB structure was smoothened, the focus shifted to optimization by focusing on helping the clients with internal system enhancements and implementing industry utilities and 3^rd party platforms like Consensys, eRecs, Tri Optima and Salesforce, by leveraging our in-house Tech talent pool and deep domain expert in Ops.

 A unified exception management dashboard in Settlements- bypassing multi system toggling, automated data sourcing for KYC- leading to optimization in self-sourcing, streaming client data and email management across functions-leading to better overall client experience, rates digitization across FIA Docs and GMI- leading to better closures on payable and receivables, optimized portfolio recs- leading to optimal liquidity management and fund management were some of the notable outcomes from these initiatives.

Knowledge Retention and Sustainability
To minimize key personnel dependencies and fasten the time to production for new team members, eClerx implemented a strong knowledge framework that included an adaptive digital handbook with AI-assisted search and step-by-step walkthroughs- to minimize dependency on SME’s, simulators allowing newer staff to rehearse end-to-end scenarios across the full trade lifecycle, rule books and guidance tools- providing next best action for variety of exceptions across the trade lifecycle functions. 

The Cascading Effect
Every improvement built on the previous one, created a chain reaction of benefits. Clean static data reduced enrichment errors, which led to smoother confirmations and faster settlements. Timely settlements reduced brokerage mismatches and lowered claims. Accurate custody postings supported tax and withholding accuracy. Reconciliations at the end of the cycle became faster and cleaner, closing the loop.

Instead of firefighting at each stage, the bank’s operations began functioning as a connected chain where success at one step enabled success in the next.

Results:

• 50% reduction in exceptions across trade life cycles
• 40% faster confirmation and brokerage resolution cycles
• 30% shorter training periods due to simulator and adaptive handbook
• Significant reduction in disputes and claims
• Stronger client satisfaction through timely reporting and cleaner processes

By stabilizing operations, embedding smarter tools, and safeguarding knowledge, eClerx helped the client move from reactive to proactive management, connected control. The cascading transformation delivered efficiency, reduced risk, and improved the client experience across the entire trade lifecycle.