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White Paper
Unlocking the Hidden
Value in Securities Services
Sumitra Karthikeyan, Bryan Comis, Gaurav Anand, Raluca Gligor, Deepak
Goyal, Simon Bartletta, Hans Montgomery, Joseph Carrubba
April 2020
1
BOSTON CONSULTING GROUP April 2020
t first glance, securities servicing is a robust performer that produces a reliable
return on equity compared with other financial services businesses. The segment
expanded at a healthy 4% annual rate from 2014 to 2019, much faster than other
business lines. Securities servicing’s apparently strong performance, however, is
more fragile than it seems, with the segment’s recent returns driven by market conditions
rather than business fundamentals. As the world grapples with the COVID-19 pandemic
and an uncertain economic future, the conditions that have supported the industry appear
to be coming to an abrupt end. If security servicers are to grow sustainably, they must
work harder to reduce costs, boost revenues, and transform a currently mundane
customer experience. This requires investment, for example in automation and cutting-
edge analytics, and an innovation mindset from top to bottom. All are manifestly within
reach, but industry leaders must act decisively to make them happen.
I | A VALUABLE BUSINESS THAT HAS BENEFITED FROM MARKET
CONDITIONS
Securities servicing is a vital cog in the financial industry machine and a valuable
contributor to the bottom line. The business boasts a high return on equity, low capital
requirements, and stable returns. It also provides banks with deposits that are sticky even
in times of market volatility similar to what we are experiencing today. In 2014-2019, the
segment generated a return on tangible equity that was four to five times higher than
investment banking and wholesale sales and trading. (See Exhibit 1).
A
2
BOSTON CONSULTING GROUP April 2020
One reason for the segment’s relative stability is that it is highly consolidated — a group
of four firms account for around 50% of the US market, compared with a 30% share for
the top four in retail banking. Scale is a potent source of competitive advantage, reducing
cost to serve and enabling investment in technology and infrastructure. Clients also prefer
stable, well-capitalized providers, creating a winner-takes-all environment.
Despite these merits, there are underlying causes for concern. Favorable market
conditions, including asset price appreciation and interest rate normalization, were
responsible for the entirety of the industry’s growth from 2014 to 2019. Core growth, was
flat, as uplifts from net inflows and services (e.g. securities lending, FX) were offset by
price compression and service mix changes. In 2019, these headwinds were amplified by
reduced net interest margins, driving industry revenues lower (See Exhibit 2).
II | CHALLENGES GOING FORWARD
Looking forward, we see challenges for the industry. The long-run trend amongst asset
managers towards a world of zero fees shows no signs of abating. Cost improvement
efforts, which have delivered modest improvements in the past, are showing signs of
reduced efficacy. Client needs and expectations are quickly evolving, challenging service
providers’ ability to adapt. Meanwhile, a COVID-19 catalyzed recession threatens the
industry with asset price declines and a sustained period of near zero interest rates.
3
BOSTON CONSULTING GROUP April 2020
1. Clients under stress, with pressure increasing
The global financial crisis of 2008-2009 had significant and long-lasting impact on the asset
management industry. Industry AUM took four years to recovery to pre-crisis levels, and
the profit pool took even longer (6 years) as fee pressure outpaced cost cutting (See Exhibit
3). The crisis also catalyzed major industry shifts which impacted securities servicers,
including a retail shift to passives, an institutional shift to alternatives, and acceleration
of the winner-take-all phenomenon that increased concentration in the industry.
We expect the COVID-19 crisis to catalyze further change in the industry. A recession
combined with fee erosion will force firms to accelerate cost transformation programs –
securities servicers should expect further pressure on fees. Asset-manager ‘bar-belling’ is
likely to accelerate, with opportunistic M&A driving further industry consolidation. We
also expect a renewed focus on business continuity planning, with service providers being
tested as plans are updated (See Exhibit 4).
4
AUM
• Pre-crisis AUM recovered in 2012 following massive global stimulus and rise in
market value which accounted for >2/3 of AUM (flows were anemic)
6
​Net Revenues
• Lagged due to increased fee pressure
• Shift to passive (nearly doubled)
5
​Profit Pool
• Profit pools lagged as fee pressure outpaced cost cutting
• Profit margins have not fully recovered to pre-crisis levels of ~40%
Years
2008-2012
2008-2013
2008-2014
Exhibit 3: What happened after 2008?
How long did it take Asset Managers to recover to pre-crisis levels?
4
BOSTON CONSULTING GROUP April 2020
2. Cost improvements have been modest and are showing signs of
reduced efficacy
Given challenges in expanding their core businesses, security servicing providers have
widely focused on reducing costs. However, despite significant efforts, these remain
stubbornly high, with cost-to-income ratios averaging around 71%, compared with 74% in
2014 (See Exhibit 5). Put another way, most players have managed annual efficiency gains
of just 1%-2% over recent years.
Where providers have locked in cost reductions, their levers of choice have been
outsourcing, location strategy, and functionalization. However, the efficacy of these
measures is diminishing, and a large proportion of efforts are near-term focused, which
does little to fundamentally transform the cost base. As much as 60% of change-the-bank
spend is applied to near-term efficiencies, leaving longer-term and strategic programs
underfunded. Still, some new technologies promise to bend the cost curve, including
cloud-based asset servicing platforms, increased use of digital, APIs, robotics and robotic
process automation. Headline-grabbing technologies such as artificial intelligence,
distributed ledger technology (DLT), and big data / advanced analytics still do not attract
a large proportion of budgets.
Exhibit 4: Future outlook on key trends in Asset Management
​Digital everything: Digital access to clients/selling, need to access remote research will spur a
new leg of 'need to have', not 'nice to have' Accelerate
​Winner takes all: Overall flight to safe, brand name, and low cost managers – flows already
indicating this pattern Accelerate
Flight to passive: Active products continue to lose ground in favor of passive, solutions, and
alternatives via fee sensitivity and search for yield Accelerate
​Fee pressure: Continued fee pressure force asset managers to make up for fee loss through
cost reduction or other revenue streams Accelerate
​ESG: Strong trend globally, unclear what the impact will be with COVID; easy to imagine
stronger emphasis on 'purpose' TBD
Cost transformation: Recession paired with continued fee erosion cause asset managers to make up for AUM &
fee loss
Digital sales & marketing: Rapid increase as an alternative means to reach clients while sales & marketing
staff are under travel restrictions
Strategic M&A: Recession likely to cause a rise in underperforming firms ripe for potential acquisition
BCP resilience: Firms look to augment BCP capabilities as COVID-19 reveals key gaps
Client experience / personalization: With digital communication as the new norm, standard for client
experience set by digital giants
KeytrendstodayNewtrends
Outlook on trend
10
9
8
7
6
5
4
3
2
1
5
BOSTON CONSULTING GROUP April 2020
The COVID-19 crisis has highlighted an additional benefit of these cost saving initiatives.
Technologies that remove manual processes and support quick changes in operating
model also ensure resiliency in times of crisis. Modern technology platforms permit
remote working models and enable quick redeployment of resources as operating centers
are impacted. The crisis further highlights the need for firms to pursue these technologies
aggressively.
3. Client expectations are evolving
One reason that incumbents need to ramp up investment is that there is rising client
pressure to do so. Clients expect more than they did in the past, reflecting the seamless
digital experiences they see in other parts of their lives. Hedge fund managers, for
example, expect highly-tailored solutions that match the specific needs of their most
complex funds, and asset managers expect data to be used intelligently to ensure errors
are remediated before they impact services.
The onus is on incumbents to create a more compelling customer experience. Clients,
however, have seen little by way of innovation from their service providers, and are
becoming skeptical of the ability of providers to support their evolving needs. Providers
must act to demonstrate they understand the evolving needs of their clients, and that they
are equipped to deliver against those needs.
Exhibit 5: Efficiency gains in the industry have been modest
Copyright©2019byBostonConsultingGroup.Allrightsreserved.
Exhibit 3: Efficiency gains in the industry have been modest
1. Tech spending for product development BNYM, not just Investor Services (IS) business unit; IS >70% of revenue & expenses
Source: Press, Annual reports, BCG analysis
CIR
Cost savings for most players have been 1-2% per annum
68%
​0%
​70%
72%
74%
76%
68%
2018
71%
74%
2014
73%
2015 2016
68%
2017
Source: Industry participant financial statements, BCG analysis
​Cost savings for most players have been 1-2% per annum
6
BOSTON CONSULTING GROUP April 2020
Investing in data and analytics can also open new sources of revenue for securities
servicers. Clients are laggards in leveraging data & analytics as a source of competitive
advantage — a recent BCG survey found that only 20%-30% of asset managers are
“pioneers” in their use of data. There is an opportunity for securities servicers to play a
role in catalyzing adoption, for example by investing in specific use cases in conjunction
with their clients. The good news for the industry is that the building blocks are in place.
Many firms have large volumes of data sitting on their IT systems which could be
leveraged to support clients, streamline decision making, and create a more tailored and
responsive service.
4. Deteriorating market conditions – rates and asset prices
On top of other challenges, COVID-19 threatens the securities servicing industry with a
protracted period of near zero interest rates and reductions in asset prices. While it is too
early to forecast the impact of this crisis, we observe that recovery from past drawdowns
can take between 1-5 years. The last of these, the global financial crisis of ’08-‘09, resulted
in a contraction in securities servicing industry revenues of 15%-20%1
vs. pre-crisis levels.
III | PERCEPTION OF A CONSTRAINED INDUSTRY; STRATEGIES TO
MAXIMIZE EXISTING SOURCES OF COMPETITIVE ADVANTAGE
Strategies pursued by securities servicers vary by firm type, with each looking to maximize
their source of competitive advantage:
Securities servicing banks: Banks are betting that scale will remain a critical source of
advantage as core services are commoditized. Their preferred strategy is focused on
pursuing operational efficiencies, for example in the middle and front offices, and seeking
revenue growth through value-chain expansion.
Diversified / universal banks: These players see that the power of the universal banking
model is increasing as technology enables improved use of data across the franchise. Their
strategies are often focused on cross-selling the full suite of banking products and
developing bundled solutions.
Tech-based asset servicers: Tech-based players leverage the fact that a portion of the
market is not tracking towards commoditization, and that complexity can be solved with
technology. Their strategies are focused on serving complex segments of the market (e.g.
private equity, real estate funds, hedge funds) and on a SaaS/technology-renting model.
1
Company financial statements, BCG analysis
7
BOSTON CONSULTING GROUP April 2020
In assessing these strategies, we observe three notable common threads:
 Revenue diversification still limited to small experiments. There are few examples
of efforts to pursue new sources of revenue that might account for 20%-30% of the
portfolio in future — a level of change we believe is necessary given challenges to
the core business.
 Efficiency ambitions are generally in the region of 3%-4% per annum, and even
these relatively modest targets are not easy to achieve. In addition, they fall well
short of the expectations of clients such as asset managers, for whom fees are
trending downwards.
 Core revenue growth aspirations are modest. In the face of price compression,
providers are primarily focused on growing asset classes (for example PE/RE)2
or
their presence in specific regions (e.g. China, Luxembourg), and on pursuing cost
efficiencies to preserve margins.
Leading securities servicing players largely agree that new entrants are unlikely to make
significant market share gains in the short term, citing their complex operating models
and a highly-regulated environment that deters competition. Still, the combination of
performance stagnation, continuing fee pressure, shifting client expectations, and the rise
of technology create an environment in which some form of disruption is likely. We see
three scenarios that could result in a significant shift in industry makeup and structure:
1. Incumbent as challenger: Through a step-change in cost efficiency (30%-40%
improvement) and technology-led transformation, a visionary incumbent could
fundamentally recalibrate the proposition.
2. Industry collaboration: Immense cost pressure may force consolidation and perhaps
mutualization of some non-core activities such as KYC, corporate action processing,
and regulatory reporting.
3. Client-led disruption: Clients with scale are in a position to step up and address their
needs themselves, particularly if they are willing to work with technology partners.
We may see an accelerating trend of asset managers insourcing post-trade activities.
While none of these scenarios are certain, security servicers should pressure test their
strategies under each, and be prepared to take bold actions.
2
Private equity/real estate
8
BOSTON CONSULTING GROUP April 2020
IV | CHANGE AGENDA: TIME FOR BOLD ACTIONS
In order to tackle the growing list of challenges, we believe that Security Servicers need
to embrace an aggressive change agenda:
1. Pursue a path to achieve 30%-40% efficiency gains through
technology-led transformation
In a world where process fees for traditional assets are trending towards zero, there is
indeed a case for transformative efficiency improvements (~30%-40%), and it can be
achieved by leveraging technology to fundamentally rethink service delivery. Cost
transformation programs, already high on the agenda of providers and clients, has
increased in importance as a result of COVID-19. To that end, firms should pursue three
paths in parallel:
 Embrace process efficiency through digitization and technology. COVID-19
has refocused firms on their digital agendas, both for business resiliency and for
improving cost efficiency (e.g. AMs accelerating plans for digital sales, marketing,
and distribution). This requires a mind-set shift from Ops to Tech with focus on
short development cycles and SaaS models. Examples of potential applications
include intelligent trade capture, robotic process automation, and cloud platforms.
Technology can accelerate cost savings from 1%-2% to 3%-4% per year.
 Adopt new ways of working. This includes agile ways of working and focusing on
continuous improvement to drive productivity – not just in IT but through the
organization. These methods have been shown to drive efficiency improvements
of as much as 10%-15%. The COVID-19 crisis has created a window of opportunity
to push aggressively on these initiatives as clients, employees, regulators, and
others are forced to test new ways of working.
 Reimagine services and delivery. Rather than anchoring to the status quo and
searching for ways to improve existing processes, incumbents should consider how,
given a clean slate, they would design service delivery. For example, development
of a ‘no-touch NAV.’ This can form the basis for pilots that deliver superior services
at a fraction of the cost. We see potential efficiency improvements of 30%-40%
(including those made in 1 and 2 above).
9
BOSTON CONSULTING GROUP April 2020
2. Meaningfully diversify revenue
The policy response to COVID-19 will put pressure on fees and negatively impact NIM,
increasing pressure on firms to diversify their revenues to mitigate the impact of this and
future crises. One promising area to explore for revenue diversification is data and
analytics, rooted in use cases that address specific client needs. Multiple investment styles
and fund types within the same AM/AO 3 require a rethink of traditional client
segmentation and go-to market models may need to evolve.
Buy-side spend in data and analytics is more than US$9bn annually and has been growing
at high-single digits per annum. While many securities servicing incumbents have begun
to focus on data offerings, few have committed to building product ranges. To be
successful, providers will need to break from traditional approaches to service delivery
and monetization. A good starting point is to clearly identify where clients see most value
in post-trade data.
3. Move towards an ecosystem play
Firms need to consider how to embrace fintechs to fill capability gaps in the future
industry ecosystem. Options to best engage with fintechs include incubating internally,
strategic partnerships, and acquisitions. The decision to build or partner should be
decided case-by-case depending on required speed to market, internal capabilities and
cost.
3
Asset manager/Asset owner
Exhibit 6: Achieving 30-40% cost efficiency improvement requires firms to take
multiple paths in parallel
Exhibit 4: Achieving 30-40% cost efficiency improvement
requires firms to take multiple paths in parallel
Level 3: Future-focused approach
​Level 1: Efficiency in
current processes
​Level 2: Redesigning and re-imagining
the services and its delivery
Incumbents are doing this …
… and starting to experiment here…
… but barely touching this, which is
where disruptors are operating
3-4%
10-15%
30-40%
Level 1: Efficiency in
current processes
Level 3: Reimagine services and delivery
Level 2: Adopt new ways of working
10
BOSTON CONSULTING GROUP April 2020
Additionally, firms should consider outsourcing the lower value pieces. Banks need to
differentiate on their ability to deliver non-custody services, thereby remaining
competitive against new tech-based asset servicers.
4. Bring innovation to the forefront
Clients have seen little innovation from their service providers. The changing industry
landscape requires breaking away from existing approaches and moving towards an
innovation mindset directed at addressing fast-evolving client needs.
To do this, firms should bring innovation to the forefront by elevating its position in their
organization. This will enable mobilization of resources, ensure effective collaboration
with stakeholders across the ecosystem, and streamline efforts to co-invest in promising
use cases with clients.
***
While security servicing providers have performed well in recent years, they face anemic
core growth, shifting client expectations, rising pressure on fees, and the potential for
disruption. The COVID-19 pandemic and associated recession will put further pressure on
the industry. In response, they must be bold in their planning and approach to service
delivery. Firms that successfully diversify revenue into growth areas (e.g. data and
analytics) stand to add 2-3pp of growth to their top-line, and those that deliver a step-
change in efficiency in service delivery can expand margin in the core business, despite
continuing pressure on fees and net interest margin. Firms that take decisive action will
be rewarded with financial outperformance, and will secure their positions as industry
leaders.
11
BOSTON CONSULTING GROUP April 2020
Sumitra Karthikeyan
Bryan Comis
Gaurav Anand
Raluca Gligor
Deepak Goyal
Simon Bartletta
Hans Montgomery
Joseph Carrubba
Sumitra Karthikeyan is a Managing Director and Partner in BCG’s New York office.
Bryan Comis is a Principal in BCG’s New York office.
Gaurav Anand is a Project Leader in BCG’s New York office.
Raluca Gligor is a Senior Knowledge Analyst in BCG’s Boston office.
Deepak Goyal is a Managing Director and Senior Partner in BCG’s New York office.
Simon Bartletta is a Managing Director and Senior Partner in BCG’s Boston office.
Hans Montgomery is a Managing Director and Partner in BCG’s Chicago office.
Joseph Carrubba is a Managing Director and Partner in BCG’s New York office.
You may contact the authors by e-mail at:
karthikeyan.sumitra@bcg.com
comis.bryan@bcg.com
anand.gaurav@bcg.com
gligor.raluca@bcg.com
goyal.deepak@bcg.com
bartletta.simon@bcg.com
montgomery.hans@bcg.com
carrubba.joseph@bcg.com
12
BOSTON CONSULTING GROUP April 2020
About BCG
Boston Consulting Group partners with leaders in business and society to tackle their most
important challenges and capture their greatest opportunities. BCG was the pioneer in
business strategy when it was founded in 1963. Today, we help clients with total
transformation—inspiring complex change, enabling organizations to grow, building
competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global
teams bring deep industry and functional expertise and a range of perspectives to spark
change. BCG delivers solutions through leading-edge management consulting along with
technology and design, corporate and digital ventures—and business purpose. We work
in a uniquely collaborative model across the firm and throughout all levels of the client
organization, generating results that allow our clients to thrive.

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Unlocking the Hidden Value in Securities Services

  • 1. White Paper Unlocking the Hidden Value in Securities Services Sumitra Karthikeyan, Bryan Comis, Gaurav Anand, Raluca Gligor, Deepak Goyal, Simon Bartletta, Hans Montgomery, Joseph Carrubba April 2020
  • 2. 1 BOSTON CONSULTING GROUP April 2020 t first glance, securities servicing is a robust performer that produces a reliable return on equity compared with other financial services businesses. The segment expanded at a healthy 4% annual rate from 2014 to 2019, much faster than other business lines. Securities servicing’s apparently strong performance, however, is more fragile than it seems, with the segment’s recent returns driven by market conditions rather than business fundamentals. As the world grapples with the COVID-19 pandemic and an uncertain economic future, the conditions that have supported the industry appear to be coming to an abrupt end. If security servicers are to grow sustainably, they must work harder to reduce costs, boost revenues, and transform a currently mundane customer experience. This requires investment, for example in automation and cutting- edge analytics, and an innovation mindset from top to bottom. All are manifestly within reach, but industry leaders must act decisively to make them happen. I | A VALUABLE BUSINESS THAT HAS BENEFITED FROM MARKET CONDITIONS Securities servicing is a vital cog in the financial industry machine and a valuable contributor to the bottom line. The business boasts a high return on equity, low capital requirements, and stable returns. It also provides banks with deposits that are sticky even in times of market volatility similar to what we are experiencing today. In 2014-2019, the segment generated a return on tangible equity that was four to five times higher than investment banking and wholesale sales and trading. (See Exhibit 1). A
  • 3. 2 BOSTON CONSULTING GROUP April 2020 One reason for the segment’s relative stability is that it is highly consolidated — a group of four firms account for around 50% of the US market, compared with a 30% share for the top four in retail banking. Scale is a potent source of competitive advantage, reducing cost to serve and enabling investment in technology and infrastructure. Clients also prefer stable, well-capitalized providers, creating a winner-takes-all environment. Despite these merits, there are underlying causes for concern. Favorable market conditions, including asset price appreciation and interest rate normalization, were responsible for the entirety of the industry’s growth from 2014 to 2019. Core growth, was flat, as uplifts from net inflows and services (e.g. securities lending, FX) were offset by price compression and service mix changes. In 2019, these headwinds were amplified by reduced net interest margins, driving industry revenues lower (See Exhibit 2). II | CHALLENGES GOING FORWARD Looking forward, we see challenges for the industry. The long-run trend amongst asset managers towards a world of zero fees shows no signs of abating. Cost improvement efforts, which have delivered modest improvements in the past, are showing signs of reduced efficacy. Client needs and expectations are quickly evolving, challenging service providers’ ability to adapt. Meanwhile, a COVID-19 catalyzed recession threatens the industry with asset price declines and a sustained period of near zero interest rates.
  • 4. 3 BOSTON CONSULTING GROUP April 2020 1. Clients under stress, with pressure increasing The global financial crisis of 2008-2009 had significant and long-lasting impact on the asset management industry. Industry AUM took four years to recovery to pre-crisis levels, and the profit pool took even longer (6 years) as fee pressure outpaced cost cutting (See Exhibit 3). The crisis also catalyzed major industry shifts which impacted securities servicers, including a retail shift to passives, an institutional shift to alternatives, and acceleration of the winner-take-all phenomenon that increased concentration in the industry. We expect the COVID-19 crisis to catalyze further change in the industry. A recession combined with fee erosion will force firms to accelerate cost transformation programs – securities servicers should expect further pressure on fees. Asset-manager ‘bar-belling’ is likely to accelerate, with opportunistic M&A driving further industry consolidation. We also expect a renewed focus on business continuity planning, with service providers being tested as plans are updated (See Exhibit 4). 4 AUM • Pre-crisis AUM recovered in 2012 following massive global stimulus and rise in market value which accounted for >2/3 of AUM (flows were anemic) 6 ​Net Revenues • Lagged due to increased fee pressure • Shift to passive (nearly doubled) 5 ​Profit Pool • Profit pools lagged as fee pressure outpaced cost cutting • Profit margins have not fully recovered to pre-crisis levels of ~40% Years 2008-2012 2008-2013 2008-2014 Exhibit 3: What happened after 2008? How long did it take Asset Managers to recover to pre-crisis levels?
  • 5. 4 BOSTON CONSULTING GROUP April 2020 2. Cost improvements have been modest and are showing signs of reduced efficacy Given challenges in expanding their core businesses, security servicing providers have widely focused on reducing costs. However, despite significant efforts, these remain stubbornly high, with cost-to-income ratios averaging around 71%, compared with 74% in 2014 (See Exhibit 5). Put another way, most players have managed annual efficiency gains of just 1%-2% over recent years. Where providers have locked in cost reductions, their levers of choice have been outsourcing, location strategy, and functionalization. However, the efficacy of these measures is diminishing, and a large proportion of efforts are near-term focused, which does little to fundamentally transform the cost base. As much as 60% of change-the-bank spend is applied to near-term efficiencies, leaving longer-term and strategic programs underfunded. Still, some new technologies promise to bend the cost curve, including cloud-based asset servicing platforms, increased use of digital, APIs, robotics and robotic process automation. Headline-grabbing technologies such as artificial intelligence, distributed ledger technology (DLT), and big data / advanced analytics still do not attract a large proportion of budgets. Exhibit 4: Future outlook on key trends in Asset Management ​Digital everything: Digital access to clients/selling, need to access remote research will spur a new leg of 'need to have', not 'nice to have' Accelerate ​Winner takes all: Overall flight to safe, brand name, and low cost managers – flows already indicating this pattern Accelerate Flight to passive: Active products continue to lose ground in favor of passive, solutions, and alternatives via fee sensitivity and search for yield Accelerate ​Fee pressure: Continued fee pressure force asset managers to make up for fee loss through cost reduction or other revenue streams Accelerate ​ESG: Strong trend globally, unclear what the impact will be with COVID; easy to imagine stronger emphasis on 'purpose' TBD Cost transformation: Recession paired with continued fee erosion cause asset managers to make up for AUM & fee loss Digital sales & marketing: Rapid increase as an alternative means to reach clients while sales & marketing staff are under travel restrictions Strategic M&A: Recession likely to cause a rise in underperforming firms ripe for potential acquisition BCP resilience: Firms look to augment BCP capabilities as COVID-19 reveals key gaps Client experience / personalization: With digital communication as the new norm, standard for client experience set by digital giants KeytrendstodayNewtrends Outlook on trend 10 9 8 7 6 5 4 3 2 1
  • 6. 5 BOSTON CONSULTING GROUP April 2020 The COVID-19 crisis has highlighted an additional benefit of these cost saving initiatives. Technologies that remove manual processes and support quick changes in operating model also ensure resiliency in times of crisis. Modern technology platforms permit remote working models and enable quick redeployment of resources as operating centers are impacted. The crisis further highlights the need for firms to pursue these technologies aggressively. 3. Client expectations are evolving One reason that incumbents need to ramp up investment is that there is rising client pressure to do so. Clients expect more than they did in the past, reflecting the seamless digital experiences they see in other parts of their lives. Hedge fund managers, for example, expect highly-tailored solutions that match the specific needs of their most complex funds, and asset managers expect data to be used intelligently to ensure errors are remediated before they impact services. The onus is on incumbents to create a more compelling customer experience. Clients, however, have seen little by way of innovation from their service providers, and are becoming skeptical of the ability of providers to support their evolving needs. Providers must act to demonstrate they understand the evolving needs of their clients, and that they are equipped to deliver against those needs. Exhibit 5: Efficiency gains in the industry have been modest Copyright©2019byBostonConsultingGroup.Allrightsreserved. Exhibit 3: Efficiency gains in the industry have been modest 1. Tech spending for product development BNYM, not just Investor Services (IS) business unit; IS >70% of revenue & expenses Source: Press, Annual reports, BCG analysis CIR Cost savings for most players have been 1-2% per annum 68% ​0% ​70% 72% 74% 76% 68% 2018 71% 74% 2014 73% 2015 2016 68% 2017 Source: Industry participant financial statements, BCG analysis ​Cost savings for most players have been 1-2% per annum
  • 7. 6 BOSTON CONSULTING GROUP April 2020 Investing in data and analytics can also open new sources of revenue for securities servicers. Clients are laggards in leveraging data & analytics as a source of competitive advantage — a recent BCG survey found that only 20%-30% of asset managers are “pioneers” in their use of data. There is an opportunity for securities servicers to play a role in catalyzing adoption, for example by investing in specific use cases in conjunction with their clients. The good news for the industry is that the building blocks are in place. Many firms have large volumes of data sitting on their IT systems which could be leveraged to support clients, streamline decision making, and create a more tailored and responsive service. 4. Deteriorating market conditions – rates and asset prices On top of other challenges, COVID-19 threatens the securities servicing industry with a protracted period of near zero interest rates and reductions in asset prices. While it is too early to forecast the impact of this crisis, we observe that recovery from past drawdowns can take between 1-5 years. The last of these, the global financial crisis of ’08-‘09, resulted in a contraction in securities servicing industry revenues of 15%-20%1 vs. pre-crisis levels. III | PERCEPTION OF A CONSTRAINED INDUSTRY; STRATEGIES TO MAXIMIZE EXISTING SOURCES OF COMPETITIVE ADVANTAGE Strategies pursued by securities servicers vary by firm type, with each looking to maximize their source of competitive advantage: Securities servicing banks: Banks are betting that scale will remain a critical source of advantage as core services are commoditized. Their preferred strategy is focused on pursuing operational efficiencies, for example in the middle and front offices, and seeking revenue growth through value-chain expansion. Diversified / universal banks: These players see that the power of the universal banking model is increasing as technology enables improved use of data across the franchise. Their strategies are often focused on cross-selling the full suite of banking products and developing bundled solutions. Tech-based asset servicers: Tech-based players leverage the fact that a portion of the market is not tracking towards commoditization, and that complexity can be solved with technology. Their strategies are focused on serving complex segments of the market (e.g. private equity, real estate funds, hedge funds) and on a SaaS/technology-renting model. 1 Company financial statements, BCG analysis
  • 8. 7 BOSTON CONSULTING GROUP April 2020 In assessing these strategies, we observe three notable common threads:  Revenue diversification still limited to small experiments. There are few examples of efforts to pursue new sources of revenue that might account for 20%-30% of the portfolio in future — a level of change we believe is necessary given challenges to the core business.  Efficiency ambitions are generally in the region of 3%-4% per annum, and even these relatively modest targets are not easy to achieve. In addition, they fall well short of the expectations of clients such as asset managers, for whom fees are trending downwards.  Core revenue growth aspirations are modest. In the face of price compression, providers are primarily focused on growing asset classes (for example PE/RE)2 or their presence in specific regions (e.g. China, Luxembourg), and on pursuing cost efficiencies to preserve margins. Leading securities servicing players largely agree that new entrants are unlikely to make significant market share gains in the short term, citing their complex operating models and a highly-regulated environment that deters competition. Still, the combination of performance stagnation, continuing fee pressure, shifting client expectations, and the rise of technology create an environment in which some form of disruption is likely. We see three scenarios that could result in a significant shift in industry makeup and structure: 1. Incumbent as challenger: Through a step-change in cost efficiency (30%-40% improvement) and technology-led transformation, a visionary incumbent could fundamentally recalibrate the proposition. 2. Industry collaboration: Immense cost pressure may force consolidation and perhaps mutualization of some non-core activities such as KYC, corporate action processing, and regulatory reporting. 3. Client-led disruption: Clients with scale are in a position to step up and address their needs themselves, particularly if they are willing to work with technology partners. We may see an accelerating trend of asset managers insourcing post-trade activities. While none of these scenarios are certain, security servicers should pressure test their strategies under each, and be prepared to take bold actions. 2 Private equity/real estate
  • 9. 8 BOSTON CONSULTING GROUP April 2020 IV | CHANGE AGENDA: TIME FOR BOLD ACTIONS In order to tackle the growing list of challenges, we believe that Security Servicers need to embrace an aggressive change agenda: 1. Pursue a path to achieve 30%-40% efficiency gains through technology-led transformation In a world where process fees for traditional assets are trending towards zero, there is indeed a case for transformative efficiency improvements (~30%-40%), and it can be achieved by leveraging technology to fundamentally rethink service delivery. Cost transformation programs, already high on the agenda of providers and clients, has increased in importance as a result of COVID-19. To that end, firms should pursue three paths in parallel:  Embrace process efficiency through digitization and technology. COVID-19 has refocused firms on their digital agendas, both for business resiliency and for improving cost efficiency (e.g. AMs accelerating plans for digital sales, marketing, and distribution). This requires a mind-set shift from Ops to Tech with focus on short development cycles and SaaS models. Examples of potential applications include intelligent trade capture, robotic process automation, and cloud platforms. Technology can accelerate cost savings from 1%-2% to 3%-4% per year.  Adopt new ways of working. This includes agile ways of working and focusing on continuous improvement to drive productivity – not just in IT but through the organization. These methods have been shown to drive efficiency improvements of as much as 10%-15%. The COVID-19 crisis has created a window of opportunity to push aggressively on these initiatives as clients, employees, regulators, and others are forced to test new ways of working.  Reimagine services and delivery. Rather than anchoring to the status quo and searching for ways to improve existing processes, incumbents should consider how, given a clean slate, they would design service delivery. For example, development of a ‘no-touch NAV.’ This can form the basis for pilots that deliver superior services at a fraction of the cost. We see potential efficiency improvements of 30%-40% (including those made in 1 and 2 above).
  • 10. 9 BOSTON CONSULTING GROUP April 2020 2. Meaningfully diversify revenue The policy response to COVID-19 will put pressure on fees and negatively impact NIM, increasing pressure on firms to diversify their revenues to mitigate the impact of this and future crises. One promising area to explore for revenue diversification is data and analytics, rooted in use cases that address specific client needs. Multiple investment styles and fund types within the same AM/AO 3 require a rethink of traditional client segmentation and go-to market models may need to evolve. Buy-side spend in data and analytics is more than US$9bn annually and has been growing at high-single digits per annum. While many securities servicing incumbents have begun to focus on data offerings, few have committed to building product ranges. To be successful, providers will need to break from traditional approaches to service delivery and monetization. A good starting point is to clearly identify where clients see most value in post-trade data. 3. Move towards an ecosystem play Firms need to consider how to embrace fintechs to fill capability gaps in the future industry ecosystem. Options to best engage with fintechs include incubating internally, strategic partnerships, and acquisitions. The decision to build or partner should be decided case-by-case depending on required speed to market, internal capabilities and cost. 3 Asset manager/Asset owner Exhibit 6: Achieving 30-40% cost efficiency improvement requires firms to take multiple paths in parallel Exhibit 4: Achieving 30-40% cost efficiency improvement requires firms to take multiple paths in parallel Level 3: Future-focused approach ​Level 1: Efficiency in current processes ​Level 2: Redesigning and re-imagining the services and its delivery Incumbents are doing this … … and starting to experiment here… … but barely touching this, which is where disruptors are operating 3-4% 10-15% 30-40% Level 1: Efficiency in current processes Level 3: Reimagine services and delivery Level 2: Adopt new ways of working
  • 11. 10 BOSTON CONSULTING GROUP April 2020 Additionally, firms should consider outsourcing the lower value pieces. Banks need to differentiate on their ability to deliver non-custody services, thereby remaining competitive against new tech-based asset servicers. 4. Bring innovation to the forefront Clients have seen little innovation from their service providers. The changing industry landscape requires breaking away from existing approaches and moving towards an innovation mindset directed at addressing fast-evolving client needs. To do this, firms should bring innovation to the forefront by elevating its position in their organization. This will enable mobilization of resources, ensure effective collaboration with stakeholders across the ecosystem, and streamline efforts to co-invest in promising use cases with clients. *** While security servicing providers have performed well in recent years, they face anemic core growth, shifting client expectations, rising pressure on fees, and the potential for disruption. The COVID-19 pandemic and associated recession will put further pressure on the industry. In response, they must be bold in their planning and approach to service delivery. Firms that successfully diversify revenue into growth areas (e.g. data and analytics) stand to add 2-3pp of growth to their top-line, and those that deliver a step- change in efficiency in service delivery can expand margin in the core business, despite continuing pressure on fees and net interest margin. Firms that take decisive action will be rewarded with financial outperformance, and will secure their positions as industry leaders.
  • 12. 11 BOSTON CONSULTING GROUP April 2020 Sumitra Karthikeyan Bryan Comis Gaurav Anand Raluca Gligor Deepak Goyal Simon Bartletta Hans Montgomery Joseph Carrubba Sumitra Karthikeyan is a Managing Director and Partner in BCG’s New York office. Bryan Comis is a Principal in BCG’s New York office. Gaurav Anand is a Project Leader in BCG’s New York office. Raluca Gligor is a Senior Knowledge Analyst in BCG’s Boston office. Deepak Goyal is a Managing Director and Senior Partner in BCG’s New York office. Simon Bartletta is a Managing Director and Senior Partner in BCG’s Boston office. Hans Montgomery is a Managing Director and Partner in BCG’s Chicago office. Joseph Carrubba is a Managing Director and Partner in BCG’s New York office. You may contact the authors by e-mail at: karthikeyan.sumitra@bcg.com comis.bryan@bcg.com anand.gaurav@bcg.com gligor.raluca@bcg.com goyal.deepak@bcg.com bartletta.simon@bcg.com montgomery.hans@bcg.com carrubba.joseph@bcg.com
  • 13. 12 BOSTON CONSULTING GROUP April 2020 About BCG Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation—inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.