By Christina Shalhoub, Managing Director, Regulatory and Compliance U.S.
The client, their challenge
Our client is a global private markets investment firm headquartered in the U.S. with assets under management of approximately $200 billion. As part of a firm-wide initiative to identify cost reduction opportunities while achieving efficiency and scale gains, they needed to partner with an outsourced provider with investor servicing expertise.
Their challenge was finding a partner that could supplement existing investor relations staff, allowing existing team members to focus on items mutually agreed to be higher in risk and complexity. They needed a solution that would maintain service quality while creating operational efficiencies across their investor relations function.
Our solution
We assigned five dedicated IQ-EQ resources (including two at manager level) to support the client’s internal investor relations team. Working closely with them, we agreed on a risk-based categorization system for different tasks and responsibilities.
We categorized activities as having low-, medium- and high-risk complexity:
- Low risk: Static documents, e.g. investment information, financial statements, quarterly reports, general partner meetings
- Medium risk: Supplemental reports, capital account balances, investor legal documents
- High risk: Investor-level documents and reports, multi-fund capital calls, firm-wide mailings and cash flows
Our comprehensive service offering encompassed the following key responsibilities:
- Overseeing the client’s customer relationship management (CRM) database and investor portal, including preparing fund and investor document postings for approval and overall management and execution of documents being posted to the investor portal
- Communicating with the client regarding upcoming posts and approvals
- Compiling and evaluating investor data for client reporting
- Responding by email and over the phone to client inquiries and information requests
- Updating and managing document processes and policies to ensure proper record keeping
- Managing the posting process, ensuring timely and accurate processing of all postings and communications
- Overseeing the client inbox to ensure all inquiries, issues and correspondence were actioned in a timely and professional manor
- Managing and coordinating transfers, ensuring seamless transitions aligned with client policy
- Monitoring and processing CRM entries for fully executed limited partner transfer transactions in line with each effective date
Results
The engagement delivered measurable impact across all key metrics: cost reduction targets were met, while efficiency, accuracy and service quality all increased. Issues dropped significantly compared to the previous service model and our team has established itself as a trusted partner deeply embedded within the client’s operations.
