My current client is a global bank, where we are involved in a huge transformation of their entire bank. I mean huge. There are so many people across the world and I don’t even know half the stuff we are doing with them!
I’m specifically working on changing the way they support and service clients who have money invested with the bank. These are the guys who have a fair bit of money in their bank accounts. The only problem is that this customer base ranges from folks with around £50k invested and who primarily have simple everyday banking needs, up to people with hundreds of thousands with the bank, who want to talk about complex investments. Clearly there can’t be a one-size-fits-all approach.
We’re launching a new remote relationship manager role, based in a contact centre in the UK and is a named contact for a large number of these clients, providing them with their basic support, but also building a relationship to see where they might have more complex needs in future (think retirement, investments, estate planning etc).
Our pilot team is based in Wales, which brings me to where I am now, sitting in a Mercure in the Welsh countryside, waiting for the team to knock on my door so that we can pop out to grab a bit to eat. Life as a consultant isn’t always glamorous and when we say that Analysts need to flexible, we mean it. Where you go, depends on where the client needs you. Granted you’ll never go somewhere for no reason though. This trip has been extremely valuable, and the slight discomfort of being away from home for a few weeks on the trot is counteracted by the sheer amount we get out of the trips.
Next week I’m away on a week of training which is designed to prepare you for promotion to Consultant. I’ll let you know how that goes…