Banking and Professionals of the Financial Sector (PFS): Case Study

Post-merger integration - Operational change management of a Luxembourg subsidiary of a major French private bank

The issue

Further to the acquisition of the local branch of a renowned private banking group, the Bank hired PwC to facilitate the integration process from a operational and human resources perspectives, and to enable the development of wealth management services dedicated to "Mass affluents" clients (holding between EUR 100,000 and EUR 500,000 of investible assets).

Our approach

• AS IS analysis of sales process buy/side and sell/side;
• Gap analysis and process redesign to ensure optimal client service and reduce operational inefficiencies;
• Analysis of the European Mass Affluent market to identify best practices and assess opportunity to adapt processes accordingly;
• TO BE process definition embedding selected best practices;
• Sales and marketing strategy definition;
• Coaching and workshop facilitation at management and operational levels;
• Continuous change and project management.

The outcome

• Successful integration and set-up of a Personal Banking desk complementary to historical private banking activities;
• Business road map drafted for short. medium and long terms;
• Roles and responsibilities aligned with business needs;
• Product range and service offering aligned to market best practices;
• Sales and marketing principles outlined and client servicing model defined.