Increasing Customer Satisfaction and Reducing Cost Across Asia

Workplace/Financial Services

Industry: Financial Services

Focus Area: Strategic transformation, operating model redesign

Key Outcomes: Cost reduction, increased service quality, increased gainshare, contract renewal

Region: Asia–Pacific

Summary
A global UK bank with it’s Asian headquarters in Hong Kong needed to transform it’s real estate service delivery across 18 APAC countries, shifting from fragmented, locally managed agreements to a unified global framework. This was the largest deal of its kind in the sector at the time, with services valued at US$100M per year.

The Challenge

  • Service standards varied widely between markets

  • Leadership was tied up in operational detail, limiting strategic focus

  • Developing portfolio level data and performance insights

  • Transitioning over 1,100 staff and multiple supply chains across diverse cultures and regulations

The Intervention
While working with the bank’s service provider Michael led the multi-year transformation, working with global and local executives to define and implement a target operating model. This included reorganisation to meet cost-reduction targets, governance structure redesign, and alignment of service levels across all countries.

The Results

  • Glide path savings of 7% year-on-year with measurable service uplift

  • 150% increase in client satisfaction in an 18 month period, increasing access to gainshare

  • Accessible and succinct portfolio level performance data

  • Robust executive relationships that reduced operational bottlenecks, enabling faster decision-makingSecured an off-market contract renewal, extending the partnership

    Client Voice

"Michael worked alongside the global leadership team to deliver services across key markets in Asia. He brought a consultative mindset to increasing stakeholder satisfaction across the Bank"

Nick Turner, Global Head Facilities Management & H&S, HSBC - London