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000|Example 107|Foreign exchange 102|Pre-trade/trading 149|Front office servicing 152|Mid/back office scope 127|Trade processing 146|Income processing 147|Corporate actions processing 153|IBoR 148|P&L 150|Retail-level custody 151|Insurance investment accounting 121|Depositary/Trustee 114|Fund admin: traditional 120|Transfer agency 132|Fund admin: alternative 130|Investor servicing/TA - alternative 117|Securities clearing 136|Derivatives clearing 101|Safekeeping & Network 103|Settlement 123|Custody risk & fees 104|Corporate actions 105|Income 106|Tax 109|Proxy voting/Class actions 154|Proxy voting 155|Class actions 112|Master custody 110|Sec lending/cash financing 131|Collateral/liquidity management 124|Institutional client reporting 118|Portfolio accounting/valuations 142|Investment performance 108|Liquidity management 134|Compliance monitoring 135|Regulatory reporting 115|Instructions 144|Reporting 126|Service standards 145|Service delivery 000|Example 107|Foreign exchange 102|Pre-trade/trading 149|Front office servicing 152|Mid/back office scope 127|Trade processing 146|Income processing 147|Corporate actions processing 153|IBoR 148|P&L 150|Retail-level custody 151|Insurance investment accounting 121|Depositary/Trustee 114|Fund admin: traditional 120|Transfer agency 132|Fund admin: alternative 130|Investor servicing/TA - alternative 117|Securities clearing 136|Derivatives clearing 101|Safekeeping & Network 103|Settlement 123|Custody risk & fees 104|Corporate actions 105|Income 106|Tax 109|Proxy voting/Class actions 154|Proxy voting 155|Class actions 112|Master custody 110|Sec lending/cash financing 131|Collateral/liquidity management 124|Institutional client reporting 118|Portfolio accounting/valuations 142|Investment performance 108|Liquidity management 134|Compliance monitoring 135|Regulatory reporting 115|Instructions 144|Reporting 126|Service standards 145|Service delivery

View reports for client service
complete:
1  Unacceptable
2  Very poor - always fails to meet expectations
3  Poor - often fails to meet expectations
4  Satisfactory - sometimes meets expectations
5  Good - often meets expectations
6  Very good - always meets expectations
7  Excellent - consistently exceeds expectations

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Query tracking tool

The provider gives the client the ability to track the status of queries that have been raised.


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Technical knowledge

The client service team has good industry and business knowledge, systems knowledge and regulatory awareness.


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Professionalism

The client service team has drive, resilience and adaptability. It is responsive to requests, has strong communication skills and a pro-active stance, engaging all stakeholders while adopting a pragmatic approach in seeking a resolution that's acceptable to all parties.


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Aligned service team

The provider has a client service team specifically aligned with the service provided to the client.


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Knows & supports client

The client service team supports the client's business as usual. The team has a good understanding of how the client operates, preferably extending to its internal processes, and has clout in the vendor organization and the ability to escalate as required.


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Supports client change

The client service team acts proactively and comprehensively in supporting the client's change projects: from establishing additional funds, through entering new markets and requiring new services, to the client's restructuring projects.


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Supports client growth

The client service team understands the client's growth strategy and takes a proactive stance to driving service improvement and pointing to additional services and capabilities that would benefit the client while also improving interaction between vendor organization and client.


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Proactive new business transition

The provider proactively manages the transition of new business through the provision of an integration manager, project plans and deliverables against targets.


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Measure service delivery

The provider can measure and report against its service standards.


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Other feedback

Year-on-year performance, improvements needed...
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