Dan Kramer: The Evolving Landscape for Client Service Delivery

Next up in our 'Meet the Team' series is Dan Kramer, Executive Vice President of Client Service Delivery (CSD), who spoke about the evolving landscape for CSD. An excerpt of our conversation is below.

How is the landscape evolving in Client Service Delivery and for your clients?

Our people are our greatest asset. I spend as much time as I possibly can in attracting, retaining and developing the best talent. We work on our recruiting strategies, we work on our development strategies, and we work on part-particular retention strategies for our top talent and our teams.

The Client Service Delivery professional of the future will be different than they are today. We will be doing less transaction processing, less reconciliation and more data management, risk management, and issue resolution.

Domain expertise will become less important, and risk management, data management will become more important. We will focus more on hiring engineers, people with technology backgrounds, rather than people with specific accounting backgrounds.

Our clients are demanding more information about how we do our work, when it's completed and how are we sure that it's been done properly. They are asking us to tighten our timelines, so we can process their data in a more timely and accurate way.

We have a number of initiatives underway to optimize the way we deliver for our clients. We are undertaking end-to-end reviews of all of our activities and identifying opportunities for where there's redundant work, waste, or an opportunity to change the way the work flows- in order to deliver better for our clients and create a better operating environment for our associates.