Academic Journal
Asset management operations : Prioritising and instituting a client-centric focus to deliver superior client servicing capabilities through organisational excellence.
| Τίτλος: | Asset management operations : Prioritising and instituting a client-centric focus to deliver superior client servicing capabilities through organisational excellence. |
|---|---|
| Συγγραφείς: | Vacic, Sinisa1 (AUTHOR) |
| Πηγή: | Journal of Securities Operations & Custody. Spring2026, Vol. 18 Issue 2, p153-171. 19p. |
| Θεματικοί όροι: | *Asset management, *Client relations, *Customer experience, Excellence |
| Γεωγραφικοί όροι: | Europe |
| Περίληψη: | The purpose of this paper is to define the key features of client service excellence for asset (investment) management companies, identify and discuss the organisational challenges impairing its delivery and explore how organisational excellence theory and practices may be harnessed to improve client experience (CX) outcomes. For the avoidance of doubt, the framework of reference is one pertaining to asset management companies offering primarily active asset management services, and specifically those operating in Europe, and to a certain extent Asia and the Americas. Business-to-consumer (B2C), also known as direct-to-consumer (D2C) businesses, which have significant dealings with individual retail customers, have experimented with standardising CX over time in a substantive manner. They have made significant strides in shaping and arguably increasing the quality of client service by framing it within standardised parameters and leveraging online tools, apps and technology. While this may also be possible for asset management in the long run, particularly if over time the industry pivots to more of a B2C/D2C approach, its CX challenges are different. The framing of this study is therefore specific to client relationships in this industry being primarily business-to-business (B2B), namely with companies and/or institutions of varying sizes and levels of sophistication. By exploring the difficulties entailed in achieving and maintaining a high level of client servicing excellence, the paper seeks to illustrate the potential for organisational excellence (as defined and discussed in academic and industry literature) as a conduit for enhancing client-centric focus in asset management across the whole organisation and especially operations. Any specific suggestions or recommendations are made with the objective of remaining consistent with the assumption that the general current business model and practices remain as is; in other words, this paper is not proposing changes to business models. Notwithstanding the specificity of focus and the reference framework, the paper and its main takeaways may also be of relevance to other businesses where relationships exist and operate with similar features and considerations, such as those between asset management companies and the vendors typically appointed to facilitate the delivery of operational and administrative services. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/. [ABSTRACT FROM AUTHOR] |
| Copyright of Journal of Securities Operations & Custody is the property of Henry Stewart Publications LLP and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Βάση Δεδομένων: | Business Source Index |
| FullText | Text: Availability: 0 |
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| Header | DbId: bsx DbLabel: Business Source Index An: 192772461 RelevancyScore: 1470 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 1470.35424804688 |
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| Items | – Name: Title Label: Title Group: Ti Data: Asset management operations : Prioritising and instituting a client-centric focus to deliver superior client servicing capabilities through organisational excellence. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Vacic%2C+Sinisa%22">Vacic, Sinisa</searchLink><relatesTo>1</relatesTo> (AUTHOR) – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Journal+of+Securities+Operations+%26+Custody%22">Journal of Securities Operations & Custody</searchLink>. Spring2026, Vol. 18 Issue 2, p153-171. 19p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Asset+management%22">Asset management</searchLink><br />*<searchLink fieldCode="DE" term="%22Client+relations%22">Client relations</searchLink><br />*<searchLink fieldCode="DE" term="%22Customer+experience%22">Customer experience</searchLink><br /><searchLink fieldCode="DE" term="%22Excellence%22">Excellence</searchLink> – Name: SubjectGeographic Label: Geographic Terms Group: Su Data: <searchLink fieldCode="DE" term="%22Europe%22">Europe</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: The purpose of this paper is to define the key features of client service excellence for asset (investment) management companies, identify and discuss the organisational challenges impairing its delivery and explore how organisational excellence theory and practices may be harnessed to improve client experience (CX) outcomes. For the avoidance of doubt, the framework of reference is one pertaining to asset management companies offering primarily active asset management services, and specifically those operating in Europe, and to a certain extent Asia and the Americas. Business-to-consumer (B2C), also known as direct-to-consumer (D2C) businesses, which have significant dealings with individual retail customers, have experimented with standardising CX over time in a substantive manner. They have made significant strides in shaping and arguably increasing the quality of client service by framing it within standardised parameters and leveraging online tools, apps and technology. While this may also be possible for asset management in the long run, particularly if over time the industry pivots to more of a B2C/D2C approach, its CX challenges are different. The framing of this study is therefore specific to client relationships in this industry being primarily business-to-business (B2B), namely with companies and/or institutions of varying sizes and levels of sophistication. By exploring the difficulties entailed in achieving and maintaining a high level of client servicing excellence, the paper seeks to illustrate the potential for organisational excellence (as defined and discussed in academic and industry literature) as a conduit for enhancing client-centric focus in asset management across the whole organisation and especially operations. Any specific suggestions or recommendations are made with the objective of remaining consistent with the assumption that the general current business model and practices remain as is; in other words, this paper is not proposing changes to business models. Notwithstanding the specificity of focus and the reference framework, the paper and its main takeaways may also be of relevance to other businesses where relationships exist and operate with similar features and considerations, such as those between asset management companies and the vendors typically appointed to facilitate the delivery of operational and administrative services. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Journal of Securities Operations & Custody is the property of Henry Stewart Publications LLP and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=bsx&AN=192772461 |
| RecordInfo | BibRecord: BibEntity: Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 19 StartPage: 153 Subjects: – SubjectFull: Asset management Type: general – SubjectFull: Client relations Type: general – SubjectFull: Customer experience Type: general – SubjectFull: Excellence Type: general – SubjectFull: Europe Type: general Titles: – TitleFull: Asset management operations : Prioritising and instituting a client-centric focus to deliver superior client servicing capabilities through organisational excellence. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Vacic, Sinisa IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 03 Text: Spring2026 Type: published Y: 2026 Identifiers: – Type: issn-print Value: 17531802 Numbering: – Type: volume Value: 18 – Type: issue Value: 2 Titles: – TitleFull: Journal of Securities Operations & Custody Type: main |
| ResultId | 1 |