Capacity Planning in Client Services and Relationship Management-Maturity Models

The Financial Services industry is getting challenged incessantly from fierce competition, rapid change in technology and globalization. Additionally, clients have become more demanding from a service delivery perspective, while continuing to put pressure on cost. All of this is putting significant pressure on margins and the cost of operations. Operational scale and efficiency are of paramount importance today, leading to a focus on building a lean and optimized workforce. To achieve this objective, organizations are increasing focus on Capacity Planning. The traditional methods of demand and capacity planning using volume and time standards work well for contact centers, transaction processing and projects in operations. However, when it comes to the relationships, traditional methods fail as volume and effort here are functions of complexity, subjectivity and quality of relationships.

So, the question arises how do we determine optimal staffing for a relationship management team? This paper proposes methodologies that can help relationship management teams inestimating demand and perform capacity planning, by leveraging analytics. Itlays out a capacity maturity model framework for client services and relationship team. It provides guidance to assess current level and direction to attain next level.