How have technology advances reduced risk for financial services firms? Lisa Dolly, COO of Pershing LLC, a unit of BNY Mellon, explains. This is part of an EIU research series, sponsored by Broadridge. Read more: http://bit.ly/OpP14
Operations moves into the limelight: A view from Pershing COO Lisa Dolly
1. CASE STUDY:OPERATIONS POWER PERFORMANCE
Operations moves into the limelight: A view from
Pershing COO Lisa Dolly
As sweeping regulatory changes and the pressures of
rising costs have become realities in the financial services
industry, operational efficiency has moved out of the back
office and onto the front line in roles shaped by customer
needs. To stay competitive, financial services firms must
rethink how they operate.
This mind-shift has resulted in a global response to
increased regulations, a move toward greater transparency
around complex market dynamics and new forms of
corporate governance arising from the 2007-08 financial
crisis. Industrywide operational transformation has
delivered a better experience for clients—who expect
top-end investment analysis, risk management and timely
execution in volatile markets. It has streamlined processes
to foster communication, merge silos and put richer
portfolio resources into the hands of customers.
“For Pershing, operational transformation really
means the opportunity to change the way that we are
conducting our business,” says Lisa Dolly, chief operating
officer of Pershing LLC, a unit of BNY Mellon, the sixth-
largest commercial bank in the US, according to the
Federal Reserve. “This transformation has at least three
components. First is to deliver a better environment for
our clients to efficiently operate in. Second is to mitigate
risk and become more efficient in our operations. And third
is providing scale and reliability to adapt to changes in the
marketplace from a volume and growth perspective.”
Rapid change makes transformational success a moving
target. As firms reach objectives on the road to
transformation, new goals emerge.
Gauging success is complicated—it’s an art and a
science. Step one, says Ms. Dolly, is to establish baseline
measurements for any process. “You need to know your
starting point, what metrics are suitable and which goals
matter most,” she says. Reducing transaction cycle time
requires measuring how long cycles take today as well as
weighing improvement against objectives.
When looking at efficiency improvement and risk, Ms.
Dolly cites work done by the industry aimed at shortening
equity settlement time to two days post-trade date from
three days currently. Experts widely agreed in the wake of
financial crisis that such a step would take some risk out of
the marketplace.
Technology advances have played a key role in reducing
risk and in providing new and improved tools for firms
and their clients. Routine upgrades enhance software,
enabling it to stay on top of high-frequency transactions.
The technology platform supports game-changing
transformation, including upgraded tools that fine-tune
risk management or algorithms that see patterns in text
and other unstructured data flowing across the Internet.
Innovative investment technologies bring investors closer
to markets, where customers and operations increasingly
share common space. However, true transformation
respects clients’ needs above all else. “The ideal concept
for us is that clients are communicating their needs,
which in turn helps us identify the optimal transformative
priorities,” Ms. Dolly notes.
An Economist Intelligence Unit
research programme