Industry Expertise, Unparalleled Service
We have deep experience and an unmatched passion for improving the value of our advice and finding practical solutions for our clients.
“We wanted incremental improvement; now we’re transforming our business”
The Challenge
Our client, a respected licensee with over 30 years in the industry, operates through multiple advisers and a high-performing back-office team, providing quality advice to over 1,500 clients. However, they faced challenges stemming from cultural issues and unclear processes.
What We Did
We conducted a comprehensive gap analysis, focusing on People, Processes, Policies, and Governance. Our team engaged with key stakeholders and staff, fostering relationships to ensure their insights were valued.
Through this independent assessment, we identified that cultural were contributing to inefficiencies in processes. Staff expressed a lack of strategic direction, unclear role definitions, and confusion regarding responsibilities between advisers and support staff, which hindered effective advice delivery and client interactions.
The Outcome
We presented a detailed action plan to the leadership team, prioritising culture and process improvement. Key recommendations included:
Cultural alignment: We urged the leadership team to engage the entire organisation in discussions about the culture they want to nurture and to define a consistent advice philosophy.
Operational guides: We suggested developing comprehensive operational guides that outline the “what” and “why” of processes. This would ensure everyone understands their role in the advice process and why their contributions matter.
Training resources: We proposed creating videos and interactive training components to serve as educational tools for both existing and new staff.
Energised by our findings, our client has embarked on a cultural and process transformation. We will continue collaborating with them to refine their processes, operationalise compliance, and embed sustainable change throughout the organisation.