Transforming Investment Operations 

The Challenge

A leading Canadian Asset Management Company transitioned its investment strategy from segregated to pooled investments, which created challenges for their Investment Operations team to operate efficiently under the new model. CRG was engaged to uncover material issues caused by the transition and develop recommendations to address root causes across people, process, and technology. CRG was then asked to support the implementation of critical recommendations to help the client realize in-year benefits.  

Our Approach

To address the challenges of transitioning to pooled investments, CRG implemented a three-phased approach with regular check-ins with leadership at each milestone. 

Phase 1: Discovery and Alignment 

The project began by aligning with leadership and other key stakeholders on clear objectives, prioritizing key processes, and establishing a robust communication plan. Interviews were conducted with employees and leadership across Investment Operations, Corporate Finance, Performance, Legal, and Tax to identify critical issues, inefficiencies, and pain points. 

Phase 2: In-Depth Analysis 

The CRG team reviewed existing documentation coupled with employee interviews to quantify issues across people, processes, data, and technology. This comprehensive analysis traced issues back to their root causes, forming the basis for impactful recommendations. 

Phase 3: Strategic Roadmap and Implementation 

Recommendations were developed, prioritized and sequenced into a roadmap to optimize Investment Operations to manage pooled investments. A crucial part of the implementation involved developing six operational Playbooks; collateral designed to reduce operational waste and support business-as-usual processes. 

The Outcome

The project team developed 31 detailed recommendations to standardize and optimize Investment Operations over 12+ months. These included both tactical “quick wins” and longer-term strategic initiatives. Among these recommendations, the creation of six operational Playbooks was identified as an urgent requirement. CRG was engaged to implement this recommendation, which aimed to reduce operational waste and support staff knowledge and execution of core processes in Investment Operations. 

The strategic recommendations were adopted across the value chain — design, launch, and transition — improving operations for existing investment pools and more effectively preparing for new ones. The successful implementation of these recommendations ensured immediate and long-term benefits for the client.