Wine Analysis

ABC Pty Ltd is a financial services company which has six business divisions and a Operations Group.

The six divisions are part autonomous areas, each divisions have their own cost centres. The five divisions are Unit Pricing, Settlement, Liquidity, Financial Services and there is the Operations Group.

Financial Services group manage all the clients funds, reporting, client servicing. The unit pricing, settlement and liquidity charges financial services group fees based on the client funds under management which they need to service. Each of these area have their own Mangers who report directly to the Operations Manger.

Operations Group is the central management of the company. This area has Finance, Human resources, Information Technology, Products and Marketing under its umbrella This the area where the CEO is located.

Where I fit

I am in charge of the client servicing area under the umbrella of Financial Services Group. There are fifteen staff in my department, they are sub divided in to three different sub groups, which are lead by team leaders who report directly to me. On a weekly basis we respond to about one thousand queries to five hundred queries.

It is the responsibility of my group to answer any sort queries that the clients may have form how to invest in to one of the funds offered by the company to client not receiving their quarterly reports. At times we are under pressure from the various teams to answer their clients queries first then other teams.

Parties of the Incident

OP( Operations Manger) has been with the company from Jan 1998. The previous operations manger retired after being with the company for fifteen years, which left a big vacume in top management. The FC manager was then promoted to the position of OP.

FC( Financial Services Manager) A new FC was recruited who joined the company in 2003. The FC background was not of from the Financial Services industry but from a manufacturing industry background.

CM(Client Services Manager) I joined the company in Jan 1998 as a team leader in one of the client services team. In Nov 2000 I was appointed as the Client Services Manger of the client services team.