Commentaries and insightful analyses on the world of finance, technology and IT.

April 16, 2012

The Basel III Greenhorn

Over my previous blogs, I have attempted to touch upon some not-so-widely-debated facets of Basel II and its impact on the crisis. While I presented selected aspects of Basel III as retrospectively applying to the Basel II era, I noted that the obvious - the evolution of Basel (proactively and reactively). Having said that, I wanted to stress test, one of my older concepts (the need for a unique technology framework to cater to this evolution), in a more comprehensive fashion. So, here goes...

 

[If you have been reading my earlier posts, you may want to directly skip to pages 4 and 5]

 

January 6, 2012

Fee or Free: The ongoing debate over charging for customer service!

2011 will be remembered for many things - the European crisis, tumultuous stock markets, slowing growth in emerging markets , Steve Jobs' passing - I am sure you can add many more to this list! But one event of more immediate (and perhaps, long-lasting ) impact that will rankle among (US) Banks and Telcos is the strong outcry over transaction "fees" that some of them tried to charge their customers.

Bank of America tried to charge a  monthly fees on a  certain segment of its customer base, for using their debit cards (as did a few other large US Banks, albeit on a limited "test" basis) and had to reverse course within a few weeks; similarly, Verizon withdrew as suddenly as it had announced, a fee for paying bills (one time/ ad-hoc payments) online or over the phone. One of the most visible revolts over the so called "differential-pricing" strategy happened outside of these industries; Netflix, which has transformed the way we all watch movies, made a faux-pas when it introduced a higher price point for customers who combine streaming movies online with the traditional mail delivery DVDs, ostensibly to help migrate viewers online! What resulted was an embarrassing roll-back and the CEO himself publicly acknowledging that the move back-fired!

I am sure all the Companies referred to above had well thought-through strategies behind their seemingly hasty actions. The challenge lies elsewhere - in recognizing that certain fundamental expectations of today's customer have changed; that managing consumer behavior across digital markets and traditional brick-and-mortar ones needs consistency of strategy and execution.  And more  significantly, which is the point I want to elaborate on in this post, customers have started treating large "Service Providers" - in this case, Banks and Telcos - akin to "Utilities" and expect such Providers to offer incremental services with no extra fees.

Banks and Telcos have created huge infrastructure in the US. Our urban centers are arguably, "over-banked". Banks jostled over each-other to establish ATMs and branches in the decade leading up to the Financial crisis, in parallel with creating strong online capabilities. Telcos continue to add a higher digit prefixing the "G" to boast how fast and advanced their networks are. Somewhere along the line in establishing that digital-plus-physical ubiquity, these Service Providers have also set expectations that they are always available to serve every customer segment  or, putting  it in economic terms , they have created the impression that the marginal cost of serving the smallest customer is virtually zero.  It is fair to expect that from a Utility, but are Banks and Telcos being marginalized to become true Utilities? To attempt to answer that question, one has to look at two critical trends in the B2C markets of today.

First off, the Internet economy has made all of us believe firmly that information of all kinds is free. Yes, sure, data analysis and insights cost money, but why would I pay for finding out what the weather is going to be (though, a few years back, I used to subscribe to TV channel bundles that included prominent weather channels!)?  Or for getting directions to drive to dinner (even though buying a navigator requires "real" money!). Extend that to "why should I pay for an online bill payment capability?", even though it acts as a great personal assistant, reminding me to pay my bills on time and avoid humongous late fees and penalties! And stretch that further into the real, "physical" world we live in - why should I pay for an ATM to use my money, no matter the ATM is open 24X7, remembers my preferences, is a 5 minute walk or drive from home and is available in any other place I travel to?  Why should I pay for using my Debit card for grocery shopping? Imagine if my Electric Provider levies a surcharge, over my unit rate, for using my Air conditioner on balmy summer nights?  Or dictates how many power-supply points I can have in my home! I don't want to make this argument ludicrous, but I am sure you get the drift - If you are my Bank, I am giving you my money to safe-keep, so why should I pay you anything extra, when I do not even buy electricity or phone service from you?  Similarly, if you are a Telco, you cannot charge me, beyond a monthly rent, for content I generate (my voice) over your network or charge me for downloading someone else's content that I am already paying for separately (think movie or e-book)! A recent article by Anton Troianovski in the Wall Street Journal makes an interesting point about how the iPhone made it worse for Telcos to recover a decent return on their large network investments.

Which brings me to the second critical trend shaping B2C markets: control of the consumer experience. Apple, led by Steve Jobs' vision, launched a slew of block-buster devices which focused on superior customer experience. Apple also did a great job of controlling that experience within a "walled" garden like the iTunes, integrated with the iPod. (Chris Anderson of "The Wired" magazine describes that concept very articulately).  The market is willing to pay a premium for that experience as it fundamentally transformed the way people consumed music in particular and with the advent of the iPad, content in general. Unfortunately, Telcos and Banks have not yet figured a way to create, control and monetize a unique customer experience. Should they adopt the "Platform" model of Google, wherein a lot of the information you and I seek for free is indirectly sponsored by advertisers and all Google does is to provide a technologically superior platform for that exchange to happen? Should they rather be trying to own the customer experience by seeking to control that through a high-tech interface?

Or will they have to find a way to eke out razor-thin profits and survive as "Utilities"? I am keen to hear your views!

December 20, 2011

The Jumbled Pizza Cataclysm

Whenever I am handed out a new assignment, Lao Tzu always crosses my mind - "A good traveller has no fixed plans and is not intent on arriving". Sadly enough, neither my boss, nor the clients ever seem to agree...

...which leads to some memoirs from "The Chronic Traveller's Diary" - Having seemingly survived Continental Europe as a vegan (and yes, including the inevitable sacrifice of piquancy) and with just English on my linguistic arsenal, I was exultant to have to be in the Land of the Brits. Apart from the cold weather, which you could easily mistake for a North Indian winter, I was pretty much at home. And comes with that is the ability to find vegan, especially curry in abundance. And one day, I was out with a good ol' friend for lunch. Even as the food arrived, we were still not done jabbering; when suddenly, I felt tasting something unpleasant. I looked down to find my pizza strewn with chunks of hot dogs (possibly! c'mon how could I know?). I gestured to the waitress. "Is this Veneziana?" I queried as she came up. "Oh! This is the Americano your friend ordered" she said and coolly switched our plates. "Everything's ok, now?" she remarked with a beaming smile.

As we were dragging ourselves back to work, I couldn't help but think if this one experience would put me off visiting this Pizzeria? If so, would it because of the bad initial service encounter, or, perhaps the ignorance to realize their mistake? In the financial services world, the Operational Risk Pundits would have loved to pounce on it and call it a "Reputational Risk Event". But, hang on, what if you were marooned on an island, waiting for Captain James Cook to make contact, where this was the only food source; hypothetically? Well, there's no bothering about risk, if it's not going to blow into a loss, is it?

With an over-arching risk like reputational, an unimaginable amount of factors come into play - Market dynamics like competition, which in effect is governed by entry and exit barriers, which is again predicated on a series of other factors. How feasible is it going to be setting up a new restaurant in an island, esp. given that island tribes aren't known a whole lot to be fond of Pizzas? [Sarcasm]. In banking parlance, this effect is more magnified. For one; we don't have financial mom and pop stores cropping up on every street corner - Regulatory and financial barriers are high! We can however, most certainly be glad that Banking Industry a'int a monopoly.

While most certainly banks may not be worried about a new competitor, they would need to  fear 'churn'. All said, reputational risk is really a function of market perception of operational risk management failures within the bank. (Now...Why didn't I say "function of Operational Risk Management"?...Hmm). A single risk management failure casts a cloud of cognitive bias on the risk management capabilities of the bank. Here, the assumption that such a reputational risk event would lead to losses is based on the notion of revenue thinning on account of customer churn. But, what would happen when every competitor (or majority of the big boys, atleast) has a similar breakdown of risk management? Ah, well...the credit crisis wasn't so long ago, was it? We could go with everyone's guilty and hence even, I suppose!

Clearly, as something of concern to a bank, reputational risk is narrower than it may sound, only referring to those events negatively affecting its revenue stream. For instance, a bank failing to fulfil its 'social' responsibilities, though probably, taking a hammer on its 'reputation', would not suffer a reputational risk as it does not cast a slur on its 'money-making competencies'. Rather it should act as a point in its favour, since the money can be deployed for better purposes. How do mortgage backed securities sound, for a start? [Sarcasm]

Turns out, with a pleasant snowy weather outside the window, I am more distracted than I thought; so how about we continue this next year then? ;-)

Here's wishing you a great year ahead, folks !

September 9, 2011

The Risk Cost-Worth Postulate

"Cost and Worth are very different things" - Luke Brandon

"Is it worth the risk" - Pessimist Populace 

Ok; let's back up a little bit here. Often, the economic concepts of cost and worth are taken to be synonyms. While cost is the factual and quantitative measure of the monetary value expended to achieve or acquire something; worth, though quantifiable is purely subjective and is at the mercy of a vantage point.

From the data at hand, while I can't draw a conclusion on how Basel III will fare in the world of black swans; what I can say with certainty is that movies offer good analogies in conveying the point I am trying to make. In this particular movie, Rebecca Bloomwood tries to buy a scarf by spreading the price over cash and multiple cards, but with one card being declined, is still $20 short. She rushes to a hot dog vendor, going to the front of the line, begging the vendor to give her cash back on a check, even offering to buy all of his hot dogs. Luke Brandon, the man in the front of the line gives her twenty dollars to get her out of the way, so he can get his hot dog, telling her there is a difference between cost and worth.

Back in the world of operational risk, cost and worth still have clear distinctions. The cost of a risk would, for me, really be the cost of the control (including the opportunity cost of capital and resources from their use elsewhere) that can leave the residual risk in the realm of low probability and impact. Besides the 'tail' risks (high impact, low probability items like catastrophes), this would be feasible for the vast majority. Well, but hold on, isn't the cost of a risk, the damages resulting from its graduation into a loss. No, because, for one, it is variable and can range to infinity depending on the dynamics of its occurrence; and for another, the cost of each risk in relation to another would become disproportionate, limiting the evaluation of its economics.

Now, how much is a risk worth?; Ah!, this one would include everything from the simplest, estimated tangible damages to a slightly more complicated to quantify reputational risk, arising from a probable loss event, after setting-off return on capital savings due to better management of risk.

Quantification of reputational risk, eh? - Easier said than done! While there is more than one logical approach, the question is really, how closer to comprehensive can / should you get? (My next post would be on this!)

In short, cost would be the expense in combating the risk, while worth would be penalty, if not. Or, rather, the latter would be the implied benefits from preventing the manifestation of risk into loss.

In the clamour for limited resources, the opportunity cost component needs to clearly reflect the preference in implementing control for one risk over another. Unfortunately, the only element considered for such decision making today, is the estimated loss for a risk based on historical frequency - severity. While what I have talked about above also includes this as a part of worth, (as for obvious reasons, incorrect as it may be, it is the only key statistical data that can be extrapolated from the past), consideration of other factors lowers its weight in the whole decision.

By the definition above, while cost (of risk) is singular across all its occurrences, worth should factor in the effect across the entire organisation. This would add more sanity to the prioritization of risks.

Outside the core business applications landscape, Cloud is doing well, from "Chrome-Alone" browser based OS, streaming OS, game checkpoints on the cloud, multiple device syncing to virtual graphics. Heck, you can even run your own makeshift private social network. However, with business applications, it hasn't gained much steam. With the current approach in this area being, shifting the entire application to, and delivering from the cloud, the key is to discern which chunks make better sense on the cloud. In case of risk management, anonymized "data" (cost, worth and plenty others - More on this later) is a winner. External loss data has been in use for many years now - This in reality extends the horizon of the 'types of data' available, facilitating better and faster intelligence, sans the data warehouses or the 'middle-men' data providers.

Risk management decisions are like much of their other economic counterparts (however, with their own versions of cost and worth) and hence would make a great deal of sense enhancing the risk controls assessment process (RCSA / RCA) in an endeavour to factor in the same.

My experiments on application of cost-worth principles in social relationships have often met with harsh criticism, resistance and the classic "What's wrong with you?" reactions deterring further work in this area [Sarcasm]. Anyways, for the socially challenged, there are other options, like just lighting up your Blu e-cigarettes

August 12, 2011

I'm Batman...

What would you do if you were really inspired by that late-night movie? 'Transform' an Optimus from trash cans? Improvise Tony Stark's Mark II Suit in a way that would rival 'War Machine' Rhodey? Attempt to become a real-life superhero? Develop an idée fixe of enigmatic moments to your special number in way that would trounce Scott Fahlman? Or armed with the same obsession, perhaps better Edward O. Thorp in 'counting' (for) some greenback?

I can reminisce about my Professors' analogies better than the classes - Sometimes it's nice to goof around the point. Anyways, circling back to the key topic - Expressing his anguish on the stance of the US government preventing civilians from launching into space; the protagonist Charles Famer who has a rocket under construction in his barn remarks that as a kid he was told, he could be anything he wanted to be and that he believes that. The recent string of hacks may lead to believe that someone's interpretation of Astronaut Farmer is skewed in the direction of irrationalism.

Beyond financial and reputational loss for the victim organisations and maybe, the backlog of Black Ops missions for users', the steady rise of such incidents in recent times is a real threat to the banks, credit card issuers, payment networks and insurance providers. Popular opinion has it that many of these have to do with the target organisations' (incl Sony, MasterCard, Visa etc) developing enemies in dark corners of the internet  Personal and financial data have been made away with in some cases, like Sony(n) and Citi. While debit and credit card holders, with limited timely action from their side are absolved of any large liabilities through various regulations (like Consumer Credit Act in UK, Truth in Lending Act in US), the real contention is who bears the loss then? If you aren't going to be paying for those shady transactions on your card, someone else is going to have to.

Unfortunately the story doesn't end there, financial data apart, loss of personal data and unencrypted passcodes, which users tend to rampantly reuse across the cyberspace heightens the potential for these incidents to magnify into large scale identity theft. While, the scene remains the same for customers, save for a lot of paperwork, the financial institutions are still the losing participant in the zero sum game. It remains to be seen whether and how victim organisations will be held responsible by the financial ecosystem for such write-offs.

When the users of the victimized organisation's service are spread across the globe (Eg: PSN), another key issue remains that the maturity of financial practices and the adroitness of the information systems supporting them are not on an even platform, making it challenging to provide a fighting chance against preventing or alerting on misuse. For instance, many countries do not have a unique resident id or central credit bureau, and the individual card issuers themselves may not have necessary infrastructure to effect pattern-based intelligence, leaving the card holder to foot the losses with the exception where certain classes of cards are insured against such mishaps, passing the buck back to the financial system.

Little comfort can be drawn from the fact that the bereavement from one of the breaches was just out-dated credit card information, since it begs the question of compliance with PCI-DSS 3.1 which emphasises minimal (amount and time) retention of cardholder data and secure deletion of data beyond what is dictated by business needs. This would hopefully drive the other online merchants to refrain from obsessively storing credit card information on opening an account, or comply with PCI-DSS. Well, it wouldn't hurt to atleast provide an option enabling the risk-averse / infrequent users to feed payment information on a transaction basis; after all it's their dough!

With these jeopardies no longer being surreal, the financial system has to bother about risks beyond its control, be it in the form of money (assuming non-recovery from victim organisations), procedural overhead or demand on its resources.

In the event of the bank or card issuer having to bear the monetary brunt, this would be yet another un-modelled scenario from an Operational Risk standpoint; well, it ain't a "catastrophe" which is what is bucketed / budgeted under 'external events' and even there, very few institutions factor in the far-side of the risk quadrant whilst assessing the extent of their exposure.

To re-quote Sheldon Cooper, even given the stolen identity, the hackers couldn't become Green Lantern unless they were chosen by the guardians of Oa, but given enough start-up capital and adequate research facilities, they could be Batman! The odds of witnessing the 'Dark' Knight seem oh so real now.

Even as I write this, news of infiltration into 72 world organisations targeting commercial, state secrets and intellectual property flows in. In this age, nothing is safe from the digital Jack Sparrow. But, hey, we can atleast do our part!

April 18, 2011

The Waiting Line Conundrum

14.28% of your life is an awful lot of time to be spent loathing, I thought as I was driving to work, on a Monday morning. Despite my Le(a)d (Zeppelin) foot affliction, a biker managed to keep pace through the highway. Cometh the city, he zipped ahead, wriggled through the traffic...till he got boxed in a corner, as I sped away gazing through my rear-view mirror. Inching closer to work (place), got me thinking, isn't that how most software products have b(f)oxed their customers?

Risk Management has traditionally been 'Compliance' coloured, which has painted the software in the shade of 'Products'. With our local weather channel dude not being able to foretell a day's weather, how could we predict black swans and accompanying regulatory reactive?  The funny thing with probability (for high impact items) is that, we have to end up planning for it, no matter how minimal the likelihood! The question remains, did the organisations plan for Basel III? Well, majorly for changes to their risk management system...

Years back, when the action started in this space, custom developed applications were obviously not the way to go - Clunky as the 'car', not set-up for success and besides did not offer the swift go-to-market and "clone the Basel handbook" advantage as the canned software product 'bikes'. However, swiftness doesn't mean much in the Basel 'box' - You could be waiting on your product vendor to support Basel 'n+1'. I did speak about a best of both worlds approach, kind of like a Batpod, you know rip through those cars in your way!    

These decisions involve a tough choice, like for instance, selecting a regular or an express check-out lane at the supermarket. While there are a variety of factors to consider; contrary to popular belief, the regular lane (less people, more items per person) is quicker than its counterpart (more people, less items per person). A study identifies the hidden culprit as the 'tender time' - 48 seconds for every additional customer translates to 17 additional items scanned at 2.8 seconds per item. Plus, I would assume the "Express" lane naming convention and the halo effect of people flocking to it have accentuated this misconstrued belief. Sounds familiar? Any which way, such amount of thought and reasoning is required when determining the IT strategy for Risk Management. The vendor non-dependency of these new-age componentized products transforms regulatory (or pretty much most) change(s) into a simple configuration affair. You can cut short entire enhancement / product release lifecycles, needless to say, the cost. You could argue that there are huge timelines for adoption of the new(er) accords, however these are better spent on realigning business - IT should scale to support business, rather than being expended upon to make-scale for business.

Extensive configurability, ability to piggyback upon existing IT investments, knack of jazzing up on upgrades to the piggybacked, infrequent need for enhancements to the 'core', elimination of vendor dependency, variety of interfaces; all clearly point to these componentized product frameworks being the better approach, unless of course Chief John Anderton starts a 'Pre-Basel' team.

P.S. I love going to work on a Monday morning. Drive Safe.

January 28, 2011

Mapping the Markets: Rationality & Emotions!!

Sometimes I wonder, can the dynamics of the Investment market be deemed as rational? Or do rational investments guarantee success??? We see it everyday, with a slight hint of negativity in the air we see markets going down by as much as 10-15% in a day and with a little positive news the money comes back to the markets!!! I find it hard to believe that the market fundamentals have changed in 24 hours!!

 

For me a lot of this to the 'sentiments' of the market which are very often driven by pure emotions of the investors. Behavioral finance seeks to answer this irrationality of the financial markets by highlighting how humans behave in given situations. In the words of The New York Times, 'It is brand of economics that tries to explain the market in terms of the way humans behave - both rationally and not."

 

It's not uncommon to find an investor buying a stock about which he/she knows nothing or little; but is simply buying it as everybody else in the market is!! This behavior is also known as the Herding Behavior, where people tend to follow what others are doing, thinking it is the best thing to do. This in turn leads to a portfolio composition which is not really in sync with the risk profile of the investor and thus creates a mismatch in the future. Like buying a high priced stock as everybody else is, but not really having the 'Liquidity' to hold it in case of a market correction. It is important here to know, what you buy and how much to buy, given that most retail investors have to also pay taxes, rents and bank installments every month!!

 

Also often investors map a certain price of the stock based on there purchasing cost or the peak price of the stock. They tend to 'Hold On' to the stock till the time that price is reached.  This often leads to bigger losses in the future when the asset price declines further. This behavior is known as Loss Aversion.

 

Another common mistake which investors make is 'listening only what they want to listen' and closing out all other information, also known as 'Selective Perception'. Recently when the markets were on all time highs most experts were warning of a correction coming soon, to which many investors did not pay heed and suffered huge losses during the long period of correction which followed!

 

'Diversification' is another term which is often misused. People tend to buy too many stocks in its name but what they don't realize is that sometimes these stocks have high correlation. Thus adding only Bulk and not value to the portfolio!!!

 

Behavioral finance has been around from the 1970's, but it is only now that Wealth managers are looking at it to expand business and to reach out to clients. The latest buzz in the market is Wealth Managers combining the Behavioral finance principals with the financial market ones to market products and understand there customers better. They try and sell the 'Concept' to the investor rather than a product or stock, underlying the data & reasoning with the behavioral profile of the customer.

 

But the question is still open does rationality guarantee success? Or Irrationality for sure leads to loss? Let me know what your views are....

January 10, 2011

The Time-Travel Hypothesis

What would you do if you had a time machine to travel back in the past?  Show Da Vinci an iPhone? Invest in the start-up Google? Hang out with yourself chatting about your life in the future? Accelerate singularity by teaching science to cave men? Well, the list is endless...

But, if BCBS had travelled back in time with Basel III, what would have become of the financial ecosystem that surrounds us? Would the crisis have been averted? An assessment of what was lacking in Basel II and hence a wish-list in its newer successor would explicate this.

As we know, reliance on credit ratings to determine the purportedly low Basel II capital, through RWA led to the 'manufacture' of AAA-rated CDOs backed by lousy sub-prime mortgages, which fuelled the crisis. In Basel III, while specific problem areas in risk weighting (addressed through increase in risk weight for super-senior tranches of (re)securitization products; elimination of regulatory arbitrage between banking and trading book, by treating securitization exposures on the latter on par with the former; and strengthening requirements on OTC derivatives and repos through capital for MTM losses, rather Credit Valuation Adjustments) and quantum & quality of capital (addressed through higher tangible common equity, capital conservation and counter cyclical buffers) have been dealt with, the larger issue pertains to the concept of risk weighting itself. This approach still urges the banks to "find" apparently risk-free assets which can be leveraged much higher than their riskier counterparts - We may be witness to some whacky financial engineering, yet again!

While zero risk weight assumption for AAA and AA-rated sovereigns (which caused the Sovereign debt crisis), has been acknowledged as faulty, yet, it has been let be. Well, the governments which put Basel III together needed some incentive, didn't they? - Cheap borrowing!

While oligopoly of rating agencies and the Gaussian Copula-powered symbiotic growth of CDS' and CDOs played their part in harmonised synchronicity, the use of internal rating models finished things off. The dumbed down simplification of VaR garnered attention in expressing and interpreting individual and firm-wide risk as a single figure for any asset class, its limitations were however forgotten. The assumption that the bank was in the best position to measure its own risk, when coupled with VaR's "normal", no-extremities market, failed to pay-off. Risk-based compensation in this case proved counter-productive, further encouraging managers to paint a low-risk picture.

The back-stop non-risk based measure viz. leverage ratio is a step in the right direction, albeit low. If the past is any indication, Lehman was levered 31-1, whereas the current Basel III rules peg the requirement at 33-1. Ultimately, this treads on a fine line - What cost of economic growth is a fair price for curbing risk?

Lehman's folding was a result of liquidity problems from unwinding of huge derivative positions. The 30-day stressed Liquidity Coverage Ratio; encouragement of medium to long term funding through Net Stable Funding Ratio; and the variety of monitoring tools do well here. However, there are arguments implicating that the LCRs bias toward government bonds could hamper credit to small businesses, which is also interesting given that they are the ones who do not have access to capital markets, and hence turn to banks for fundraising, where their 'unrated' status again tend to extend the 'halo effect'.

Let's assume BIS travels into the future with Basel III, would it have avoided a recurrence? There's no telling Black Swans, much like Miles Dyson did not know his neural-net processor would create Skynet and bring upon the Judgement Day - no one ever sees it happening, that's why it does! That really explains the two Basel accords prior and the ones after...hopefully not!

All said, Basel III is one of swiftest and smoothest regulations in modern history.

November 12, 2010

Client profiling: Time to do away with the water tight compartments??

I still remember when I opened my first mutual fund account, I had to fill in a form with questions like: which asset classes I prefer, what are my financial  goals, what is my view of risk etc. Many of these questions I didn't understand then and selected the option which was most politically correct!! And believe it's the same case with majority of the clients from Mass Affluent and HNI segments, who due to lack of time or interest or sheer ignorance just provide some random information.

 

But regardless of this fact, this information is used by banks and financial institutions to stereotype the client into segments or rather water tight compartments (i.e. risk averse, risk taking, aggressive, etc.) which have direct implications on the portfolio composition. And when I say direct in some cases we even see the client portfolio is 100% driven by this segmentation regardless of the actual client expectations or needs!! Off course these implication are never clearly known to the prospective clients!!

 

And thus in short, provides a "shaky start" to the client relationship with mismatched expectations. With the advisor thinking the client belongs to say "Risk tolerant" category (since he is only 25, single and just started working!!)  and thus allocating as much as 70% of the client portfolio in equity, whereas the client needs funds in the next year for his own higher education!!! The result distrust and loss of client relationship in extreme cases.

 

 I guess it's time financial advisory firms start treating a client like an "individual entity" and not makes any efforts to stereotype him\her into categories on the basis of answers to few generic and rigid questions. Client profiling as a concept is a great tool for the wealth managers, it saves the mammoth effort of analyzing each client profile under a microscopic view! But it also has a great potential to mislead if it's not used and implemented properly.

 

I would divide the whole client profiling process into the following steps:

1.    Basic data collection: mostly based on questionnaire and initial client interactions

2.    Getting to know each other: studying the current position of the client i.e. what he does, needs, aspirations, responsibilities etc.

3.    Initial profile creation: Analyzing the inputs and creating the client profile

4.    Regular Review: Timely and also triggered by social economic events i.e. marriage, child birth, retirement, job change etc.

 

Most client advisors go wrong in the first step itself, when there questionnaire does nothing but frustrate the potential client with a long list of questions. The questionnaire presented to the client should be:

  • Simple to understand: Not assuming much about what the client already knows or does not know.
  • In sync with his\her financial status: I recommend questionnaires based on the client segment i.e. different set of questions for mass affluent, HNI and UHNI clients.
  • Explained properly with a complete walkthrough before the client fills it
  • Questions should be more objective yet provide a chance to list out the special requirements of the client.
  • Should be updated periodically based on client feedback and changing market demographics.

 

The second step should be used by the client advisor to make any obvious corrections in the mistakes or misrepresentations made by the client in the first step. A very good example here would be fact that a lot of clients sometimes conceal their gross income, thinking it might attract other implications (read taxes)!! But it can be seen in the client lifestyle and investable surplus.

 

The next step is very important from backend and profile modeling prospective, wherein the actual client profile is derived. For me what is of prime importance here are the factors considered and the weight ages allocated to them. This is something which would need to constantly evolved based on the market conditions, changing client socio-economic needs and the sentiment of the market in general both at a local and international level. Also firms should not shy away from introducing new levels or segments based on the profile analysis over a period of time.

 

Finally the step which is mostly forgotten: Review. Most client profiles once created are not touched for years together, during which the client needs have changed but his/her, portfolio is not aligned to meet them. With client become increasing aware of the market in general and demanding nothing but the best, client profiling can no longer be ignored as just a basic step in the whole financial planning process. It should be used a foundation to build a strong input for the portfolio composition and maintenance.

 

What do you think, should the client profiling be used as it is today or its time to revisit its significance and impact on business??? Let me know your thoughts......

 

August 12, 2010

Products - A Business Perspective through Technology Coloured Glasses

As I was browsing through my news feeds for the day, I began to wonder how much a couple of my favourite ones drew stark parallels to the current state of existence of business software products. On one hand, my personal favourite, engadget, abuzz with new developments, innovation, product launches on the gadgets and allied areas (leaving me dazed on how often there is something similar happening on the business software front); while on the other hand, lifehacker, flooded as usual with tips on maximising productivity and making the most of various softwares (something where most organisations have paid limited attention to, leaving vendors with the lack of impetus to tread in that direction).  The traditional business software products have only accentuated these miseries, ending up as nothing more than an isolated block in the organisation's application portfolio.

How often have you crumpled under the social pressure (or a mad zest?!) of buying of a hot new gadget and leaving it lying un-used? The state of risk management softwares hasn't been much different with the coercive factor being 'compliance'.

All the recent financial happenings have only heightened the debate about the ab(g)ility of organisation to respond to changes. How to make the empowering technology, agile, is the real question? In the world of risk management in particular, the ability of the business to flex technology and its ability to respond make all the difference.

Imagine your house as a non-separable whole where you can't add anything new (say, furniture) as much as you can't remove any other. Well, that's today's products for you!

Do you think you can always get saas-y? (We'll put that in perspective in a later post)

ADM remains painful in these cases - While I may be in the market for a new pc, I don't wish to witness how the platters in a hard disk are put together; or the die on the processor...

From a technology perspective, most business needs, to a great extent, can be addressed by a cogent organisation of a set of configurable components. For instance in a business scenario pertinent to risk management, Basel business hierarchy, risk rating, issue remediation, LDAs and EVTs translate into the likes of simple tree builders, workflow, rules engines, analytics, reporting tools etc. Leaving the configuration of every element in its silo make upgradeability and portability a cinch. Loosely couple these together with the business logic, standardise data access layer (with say, hibernate) to make it database agnostic and factor in the flexibility of the UI layer, and you have a componentised product framework in your hand. Want only select functionalities - no problem, just toss out components that you don't need, retain only relevant configurations in the remaining - flex that 'modular' muscle.

'Shared Infrastructure' is an undeniable value proposition. Apart from saving tons of money in duplicate investments, it provides the much needed business (process & system) integration that product silos can't. To illustrate, If your organisation happens to purchase / upgrade, say the intelligence engine, you can squeeze out every penny by making it available to all applications, and also where needed, by sharing the intelligence across the board. Atleast with intelligence, that's how it's really meant to be, isn't it? And what's more, your products remain as recent as their newest updated component

Business software products have transcended being applications and become the 'platform'.

If ever, there is a lingering thought about if and how this would work, rest assured, at Infosys, these methodologies have been tried and tested.

The definite question is, what does all of this have to do with risk and compliance - Well, to sum up my previous blogs: a brave new world; changed paradigm; a new breed of approaches...and this is technology catching up.

Having planted the thought, I take a pause before examining its particular significance in the risk(y) business...

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