Client Focus: Major Canadian Pension Fund

Challenge

• Top Canadian Pension Fund is outsourcing their back and middle office to a Managed Service provider. This service will require the vendor to create a new platform to support the Canadian business and its future clients. The initiative will impact 20% of their existing workforce and require extensive development, change management, and testing. 

Solution

• Integration of the Management Office and a multi- year plan was created to ensure Leadership and the Board had clear and transparent communication.

• Requirements and development were highly scrutinized to yield strong test results.

• Employee retention and transition plans were critical to allow smooth transition of resources to the vendor. 

Impact

• Optimized operational processes utilizing vendor teams and offshore resources. 

• Service Rebates with additional client serviced by vendor utilizing the same platform