Global CLM Operating Model Transformation

27^th February 2026 ·

Following the successful delivery of a KYC remediation programme, Albany Beck supported a multinational financial institution in transitioning to a new, global KYC operating model. The engagement focused on embedding a client lifecycle management (CLM) framework, redistributing workloads across regions, and driving sustained process improvement. The transformation delivered a 55% increase in overall Process Review (PR) completion rates, strengthened cross-regional collaboration, and established a foundation for long-term operational efficiency.​

Challenge

After completing a major KYC remediation effort, the client faced the complex task of redesigning its KYC operating model to support a full client lifecycle approach. This required the implementation of new processes, the redistribution of roles and responsibilities across Europe and Asia, and effective change management to ensure adoption without disrupting operational oversight or regulatory compliance.​

Approach

Albany Beck applied a change-led, data-driven approach that combined operational oversight with continuous improvement. The focus was on building ownership within teams, improving transparency, and embedding scalable processes to support long-term delivery.​

Solution

Albany Beck extended its engagement to leverage deep knowledge of the client’s internal processes and KYC framework. Clear communication of objectives and daily procedural updates supported adoption of the new operating model. Consultants encouraged continuous improvement through structured forums, including process improvement logs, knowledge-sharing sessions, and subject matter expert workshops. Collaboration with offshore teams in Asia was strengthened through formal feedback loops, trackers, and templates. Performance was closely monitored through defined KPIs and regular productivity assessments, enabling data-led decision-making and refinement of the operating model. Case redistribution across regions ensured appropriate risk alignment and optimised resource utilisation.​

Outcomes

• 55% increase in overall Process Review completion rates following implementation of the new operating model.​
• Optimised workload distribution, including the redistribution of lower-risk cases to improve efficiency.
• Strengthened cross-regional collaboration between European and Asian teams.​
• Improved operational transparency through robust feedback loops, trackers, and performance metrics.​
• A sustainable KYC operating model that supports continuous improvement and long-term compliance.