The ability to make sense of data then apply and prioritise its place in a client discussion is a key enabler when it comes to client engagement.
Things have been heating up in Asia recently. The wealth management market has always been highly competitive and equally fragmented, with a dearth of domestic and international players vying to stake their claim on the vast wealth in the region. But the rise of BigTechs with the appetite to disrupt and the advances to appeal to an increasingly tech-savvy high-net-worth demographic has changed the tempo in this already fast-moving market.
Established brands have long been investing in their digital capabilities to appeal to the highly multi-banked Asian wealth landscape, and this rocketed as consumers across the board were forced to migrate online at the hand of the pandemic. But these market players need to move quickly: wealth growth in the region lagged behind other developed countries last year for the first time since 2012 at 8% versus a global average of 9% according to the Capgemini World Wealth Report, 2020. It’s therefore been no surprise to see the Asian government extending foreign licences to challenger banks with the payment capabilities to set the pace.
And this is set to continue. When we spoke to relationship managers in the region for our report ‘Empowering the wealth manager’, no less than 90% said they expected the wealth management and private banking marketplace to become more competitive over the course of the next decade.
And while a third (28%) were bracing themselves for intensified competition, only 30% feel market players are well poised to maximise the opportunity in the region, while over half (55%) think there’s room for improvement.
Wealth managers have a raft of worries keeping them awake at night. Regulatory compliance is a global issue, but more financial institutions were fined in APAC in 2020 than anywhere else in the world. The pandemic has challenged us all, but ours is a region with an ageing population, which has shaped the way in which we engage with service providers. Many elderly HNWIs consequently expect a high-touch delivery of service, which in the enforced age of video conferencing, is harder than ever to deliver. At the other end of the spectrum, the growing pool of wealth generated by digital-savvy millennials cannot be ignored. This divergence has left many firms scratching their heads over how they can keep existing clients happy, but stake their claim on the untapped opportunity around them.
“While technology has given rise to a tapestry of data, lack of cohesion has left many already overloaded advisory teams grappling to make sense of the insights at their fingertips.”
For many firms, the biggest barrier is time. Some 48% of a relationship manager’s day is spent engaging with clients – and as the markets move erratically around us, this is often more. Just 5% of relationship managers’ time is spent training or honing their skills – compared with the 25% they agree is the right L&D investment to deliver an optimal client service. Compliance, internal meetings and prospecting assume nearly half of relationship managers’ resource – the result of which is that a staggering 84% consider their client management approach to be reactive, and just 10% as proactive.
The situation is frustrating for professionals invested in an industry that’s been built on relationships. But time is not the only factor: when we asked our community how they could improve their client relationships, the overwhelming majority (44%) said a greater understanding was all it would take to enhance their rapport and proposition in the process.
Many of the firms we speak to have invested heavily in the advances they think they need to get closer to their clients and target them appropriately. But we have seen all too often front office investment that doesn’t flow behind the scenes, leaving the relationship manager paying the price for poor onboarding processes and clunky administration. And while technology has given rise to a tapestry of data, lack of cohesion has left many already overloaded advisory teams grappling to make sense of the insights at their fingertips.
There’s a much greater issue at play here, however. Human nature is to go with what we know, and in the transaction-heavy Asian wealth management market, many relationship managers are concentrating their efforts on their most engaged clients. It’s an old adage that businesses reap 80% of their profits from 20% of their client base, but in an industry that is more crowded than ever, could adjusting your focus give your business the edge it needs
“In our recent industry study, 59% of relationship managers in Asia deem their client relationship as average.”
Many wealth managers we speak to report a daily battle with insights: they know that the intelligence that comes with digitalising their systems and their processes could hold the key to learning more about their clients, their needs and the opportunity that exists to help them.
However, without the right systems to sift through these insights, keying and then deciphering data simply adds to an already testing workload. Then there’s the task of translating insights into action: trying to make sense of data is one thing, but applying and prioritising its place in a client discussion is another – particularly as time spans, client needs evolve, and regulation abates.
But taking the time to step back and assess your approach could well be game changing for your business. With legacy systems and fast-changing client demands, many advisory firms fall into the trap of taking a piecemeal approach not only to the delivery of their proposition, but the systems and processes that underpin this. By working holistically across the breadth of your organisation, you can lift up the hood and look under the bonnet at your full client staple and then work out exactly what it is that they need. And while retaining the client is a given in the multi-banked wealth market, getting closer to that unprofitable 80% could be all it takes for your firm to get ahead of the pack.
This article is an extract from the APAC WealthTech Landscape Report 2021. The full report can be accessed via The Wealth Mosaic website here.
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An accomplished, results-driven sales and marketing professional, Gabriel has held sales and marketing leadership positions in Singapore and China at some of the world’s most successful and respected global technology enterprises.
During more than 20 years spent at IBM, Sun Microsystems and Microsoft, Gabriel developed and implemented sales and channel strategies to support strategic business objectives.
His specialism is growing and extending sales territories to grow revenues and increase market share.
Travis combines 15 years of software delivery, business modelling and leadership experience with a passion for transforming business needs into effective digital solutions. Before joining Wealth Dynamix in March 2018, Travis led Operations for Nikon – a role which incorporated CRM product ownership responsibility and initiated over 10 years of MS Dynamics experience, from 2011 to Dynamics 365.
Since joining the Wealth Dynamix team, Travis has been instrumental in designing and delivering some of our most strategic WDX1 projects. Leading the consulting team for WDX1, he is responsible for their recruitment and development. The team’s complex remit supports a fundamental aim – to ensure Wealth Dynamix delivers the best client experience. Travis is also responsible for ensuring the WDX1 product is designed and evolved in the most adaptable way possible to drive adoption across our client base, existing and future.
An experienced, tenacious marketer, Jo joined the Wealth Dynamix team in 2021 as Head of Marketing and quickly rose to the position of Chief Marketing Officer. A Brand and Marketing specialist with a proven track record in BRB and B2C communications, Jo combines a customer-centred approach with strategic thinking.
Having held senior Marketing positions in numerous FTSE 100 businesses, including Asda Stores Ltd, The Co-operative Retail Group, plus financial services brands MBNA, OneFamily, TransUnion, The Co-operative Group, she possesses a wealth of experience in the fields of finance and technology.
Jo is passionate about activating the Wealth Dynamix brand across every channel, taking a holistic marketing approach to drive consistency, salience and thought-leadership activity.
Agustin joined Wealth Dynamix over six years ago bringing a wealth of experience in change management.
Having experienced first-hand the challenges of managing clients through change, Agu now brings that expertise to Wealth Management firms looking to leverage technology in order to help them connect more effectively with their clients.
Agu has a deep technical knowledge of our solutions that allows him to deliver our products effectively, unlocking the full potential of every feature.
As our Head of Strategic Client Relationships, Agu’s specialist expertise supports firms to become more efficient, transparent and dependable using our CLM solutions.
Juan has over 20 years’ experience developing and implementing CRM solutions and has spent the last 10 focusing primarily on the Client Lifecycle Management (CLM) in the Wealth Management industry.
Currently Head of Development, Juan is responsible on overseeing the technical direction of the product.
Before joining Wealth Dynamix, Juan has worked for Barclays, Fujitsu and Ciber delivering large scale CRM projects in the financial services industry.
Juan has a first degree in Telecommunication Engineering from Universidad Blas Pascal and a MSc in Business Information Technology from London South Bank University.
An internationally experienced change management professional, Ben is responsible for overseeing projects both internally, and for clients.
In a career spanning more than 20 years in global banking, finance and management consulting, Ben has led strategy formulation, project planning, change management adoption, business networking consultation and transformational change projects at Fortis Investments, Barclays Wealth and Investment Management and Verisure Securitas Direct. Since beginning his career at Deloitte, Ben has also amassed a wealth of experience working on complex CRM system implementations, and is a PROSCI-certified Change Practitioner and a Certified Scrum Master (Scrum Alliance).
When David joined Wealth Dynamix in 2015 he brought with him a vast amount of experience delivering large-scale Microsoft Dynamics CRM projects. As a Senior Business Analyst at Royal Bank of Scotland David managed deployments with more than 2000 users, for both Business and Commercial Banking, as well as working on key AML initiatives for RBS International. In his current role at Wealth Dynamix David supports the growth and strategic direction of client implementations in Europe. Wealth Dynamix leverages David’s product expertise to shape the product roadmap and ensure that the firm delivers solutions with the right capabilities, that will be enthusiastically adopted, by all customers.
Prior to his involvement in the wealth management sector, David worked as a waste management contracts manager, working with Multi Services Kent to ensure effective waste clearance and re-use at the 2012 London Olympics.
Since joining Wealth Dynamix in 2019, Cédric has worked closely with clients to ensure that the WDX and CLMi solutions are deployed efficiently and effectively.
In a career spanning more than 25 years, Cédric has become an accomplished business and global project management leader covering both technology and financial markets sectors. Having held various roles in private banking (front, middle and back office) and brokerages, in both functional and technical roles, Cédric has led many projects including client onboarding implementations and KYC reviews, regulatory compliance projects (including PSD2, MIFID2/PRIIPS, GDPR, CRS, Rubik) and digital transformation projects (online and mobile design and implementation).
Cédric has vast experience building and managing international project teams, having created three offshore teams in Tunisia and India, managed a 70-employee company as Deputy CEO and a startup Fintech founded to create smartphone apps.
As Director of Pre-Sales, Johnny is responsible for maintaining the firm’s pre-sales policies, methodologies and resourcing. He is also leads some of WDX’s largest pre-sales analysis exercises, conducted for a wider variety of financial services firms spanning multiple jurisdictions.
Continual engagement with existing and prospective clients helps to inform the WDX1 product strategy, roadmap and pricing.
Johnny has spent his whole career in financial technology in various consultancy and
pre-sales roles. His expertise covers the full stack of systems required by leading Private Banks and Wealth Managers, encompassing core banking solutions, portfolio management solutions, Client Lifecycle Management (CLM) solutions and more.
William’s commercial expertise in connecting technology to solve wealth management business challenges was borne out of his early career as a stockbroker, followed by a variety of Client Relationship Management and Sales roles in asset management and banking.
Having experienced first-hand the challenges of doing the job, William recognises that an unwavering focus on client service is required to build progressive and mutually beneficial partnerships in FOR the longer term. Having gained further experience working for financial technology service providers including Calastone and Contemi, he has the specialist expertise needed to identify how to leverage technology to help wealth managers connect more effectively with their clients, and become more efficient, transparent and dependable.
In addition to his role as Commercial Director at Wealth Dynamix, responsible for new business development in the UK, US and Middle East, William sits on the board of the Securities Investment Management Association (SIMA) where he is actively involved in exploring industry trends and challenges.
An experienced and accomplished specialist in CRM technology and wealth management, Dominic is responsible for defining and leading the product roadmap for Client Lifecycle Management (CLM) solutions at Wealth Dynamix. Experienced in SaaS strategy definition, Dominic formulated the development and launch plan for the firm’s cloud-based CLMi solution.
Prior to joining Wealth Dynamix in 2014, Dominic held senior positions in both RBS and Barclays Wealth and Investment Management, where he was responsible for leading enterprise-scale CRM implementation projects.
With more than 15 years wealth management and WealthTech experience he has vast expertise and insights into best practice CRM and CLM execution.
François joined Wealth Dynamix in 2020 to grow the company’s presence in France and further extend business operations across Europe and has since been designated Chief Revenue Officer, a member of the board.
Having closed several flagship deals for the company across Europe and Switzerland, today his role encompasses responsibility for new and existing revenues, recruiting, structuring and managing the sales team, plus owning the business forecast and reseller channels.
Previously, François served as Chief Sales and Marketing Officer, Executive Committee member and investor at DreamQuark, an Artificial Intelligence software startup. At DreamQuark, he secured the firm’s first recurring revenues with Tier-1 banks and insurance companies, won the Fintech of the Year award and enabled A and B level fundraising. Before that François spent almost 10 years at Nokia Networks, leading European Sales for Analytics Software.
François has an MBA awarded by INSEAD and an engineering degree from the École Centrale de Nantes.
Currently Chief Operating Officer and Board Member at Wealth Dynamix, Natalie is responsible for the strategic direction of operations across the business. A wealth and investment management industry expert, with more than 25 years experience delivering large-scale technology projects, Natalie plays a pivotal role in ensuring the efficient running of the firm and meeting key business goals.
Prior to joining Wealth Dynamix in 2019, Natalie was Head of Technology at Bridgepoint Advisers, a UK-based private equity investment firm. She joined Bridgepoint following an 18-year tenure at Quilter Cheviot, where she was Head of Technology responsible for Operations and execution of the firm’s business plan.
A wealth and investment management industry expert, Brent has more than 25 years of experience in developing front to back software solutions that address sector-specific operational and compliance challenges.
Prior to co-founding Wealth Dynamix in 2012, he was a Director at Third Financial Software, where he drove product development.
Previously, he led business development and product strategy for the wealth management division of Financial Objects.
Brent spent 13 years at DST (now SS&C) until 2007, where he was Associate Director responsible for the global product strategy of institutional front office and wealth management solutions.
He graduated from Downing College, Cambridge, with an honours degree in Geography.
With a lifetime career in wealth management, beginning in front office sales more than 25 years ago, Gary is recognised as a highly successful, award-winning executive and serial entrepreneur.
Currently CEO at Wealth Dynamix, one of Europe’s fastest growing WealthTech firms which he founded in 2012, Gary has pioneered a new approach to Client Lifecycle Management (CLM) and built solutions suited to both enterprise-scale and mid-size financial institutions.
In his early career Gary excelled in a wide variety of FinTech sales management and executive roles in the UK, Switzerland and France.
Following his tenure as Managing Director at Financial Objects, which saw revenues grow by more than 300% on his watch, Gary founded and subsequently exited from Third Financial Software after it became a leading front office technology provider.