Risk Area #4

DROPPED BATONS

Information Hand-offs

Competitive runners know that in a 4x100 meter relay, significant time, or even the race itself, can be lost if someone bobbles or, worse still, drops the baton while it is passed from one sprinter to the next. Investment managers face similar risks when passing information between the people, departments, organizations and systems involved in complex sequential activities. Hand-offs are fraught with communication and timing challenges. Luckily, some simple tools can go a long way toward remedying the problem.
Avoiding Common Pitfalls
Failing to identify where hand-offs occur A great way to think about hand-offs is to revisit the old practice of using paper trade tickets (a method that is still in use by some firms, and can be workable for firms with limited transaction volumes). Tickets could get lost because someone mislaid them, a data entry clerk forgot to input them, or they simply fell behind a file cabinet. In firms using industry best practices, the number of tickets written in the course of a day would be compared with the number of trades entered into the firms investment accounting system. If the totals didnt match, an inquiry would be initiated. This approach wasnt fail-safeif one ticket was missing and another trade had been entered twice, then the counts would appear to be correctbut it did help reduce problems. Duplicate trade entries could be avoided by marking tickets as they were entered into the system, and the lost-behind-the-file-cabinet problem could be ameliorated by keeping tickets in designated wire baskets. These days, of course, investment managers operate with less paper, fewer wire baskets, and more automation. But firms today also have far higher transaction volumes and, typically, more moving parts to their processes, both within the firm and in dealings with trading partners, custodians, prime brokers, administrators, middle-office outsourcing providers, exchanges and settlement facilities. While every information hand-off creates the possibility for error, many firms have failed to systematically map where these interchanges occur. Poorly designed or documented system interfaces Hand-offs from one electronic system to another are common trouble spots. The problem may stem from poor planning or insufficient foresight in the original system design (e.g., built for equities but not fixed income because well never need that). Systems may also be poorly written, inadequately supported by vendors, or insufficiently documented (if documented at all). Firms also run into problems when one system gets upgraded and another one doesnt, or when a legacy system has been in place for so long that no one still in the firms employment knows exactly how they function.
Top 10 Operational Risks A Survival Guide for Investment Management Firms

Chapter 4 Dropped Batons Information Hand-offs

04

CHAPTER

Timing can also be a challenge. In many instances, information is only sent from one application to another on a nightly batch basis. Yet as settlement cycles shorten, such a batch-based approach may not be sufficiently frequent for communicating critical information between systems. Other timing challenges arise when interfaces fail to consider the impacts of backdated activity. Global investment managers are often plagued with timing issues because there is never an end to the day. Information must be handed off seamlessly from one office and applicationto another in an endless cycle, leaving no time for the traditional overnight cycle. Many interfaces suffer from more than one of these problems, and operational risk increases geometrically as more interfaces are involved. Indeed, the inadequacy of system interfaces is often a key driver in the decision to consider outsourcing. Many investment management firms choose outsourcing because it is more cost-effective and less complex than addressing all the known and unknown issues with their internal systems.

To be proactive:
Develop a thorough system diagram that includes every application in use and identifies the interfaces between them. Diagram workflow to determine where hand-offs occur. A swim-lane diagram that depicts each system in its own lane can be particularly helpful in identifying where information handoffs occur. Such a diagram can also capture hand-offs between people and systems (again, think of entering data from paper tickets), as well as those between teams or departments, between one firm and another (such as receiving execution details from a counterparty and sending back trade allocation information), between two or more systems, and between the investment manager and its clients (such as client reports or subscription and redemption activity).

Swim-lane diagram
Create Order Ticket Place Order with Counterparty Update Ticket Allocate Executed Trade Update Ticket Enter Trade(s) into Investment Accounting System Execute Order Issue Confirmation(s)
Yes Portfolio Manager Trade Support Trader

Ticket Matches Confirm?

Fax Bank Authorization Letter

Counterparty

No

Inv Accting System

Update Position Settle Trade Update Position

Custodian

Top 10 Operational Risks A Survival Guide for Investment Management Firms

Chapter 4 Dropped Batons Information Hand-offs

 Examine each identified hand-off in detail. Once an exchange has been captured, consider how often the hand-off occurs, the kind of information transferred, the timing around the hand-off, and what might go wrong with it. We find it helpful to look at available metrics, procedural documentation, data requirements, and error logs to evaluate the scope, nature and repercussions of potential operational mishaps. Develop a comprehensive inventory of trouble spots. For example, if we again think in terms of the old paper-ticket systems, a ticket could be lost or entered twice. It might be illegible, or contain bad information in one or more fields, or have been submitted after the data entry team has gone home for the night. It is also possible that the securityor the counterparty, the currency, or even the portfoliohas not yet been set up, or set up incorrectly, in the investment accounting system. With an inventory of what might go wrong, firms can assess each one, estimating the likelihood that problems will occur and the damage they might cause. Build workflows, processes and escalation protocols to mitigate the risks. In some cases, a quick fix may be sufficient to solve the issue. If, for example, a security or currency has not been properly set up, some firms may be able to fix that on the spot. In other organizations, however, the problem and its solution may not be so simple. For example, if trade entry clerks are not authorized or trained in new security or counterparty set-up, a further hand-off is required between trade entry and the security/counterparty maintenance group. This new hand-off needs its own examination of risks and how to mitigate them. Examine hand-offs to and from outsourcing providers, and expect that those providers have done the same thing. Firms such as SEI use automated workflow tools where possible to ensure better tracking, increased consistency, and faster exception processing. Where appropriate, each hand-off should be covered by a service-level agreement with deadlines, quality expectations and metrics that provide benchmarks for evaluating the performance of both the provider and the investment manager. Dont forget to consider information provided by clients. Even the most sophisticated institutional clients sometimes fail to notify managers of contributions or withdrawals in separate accounts, for example. Such failures create needless reconciliation work for harried operations staff and can lead to distorted or misattributed returns. A portfolio manager is more likely to forgive the client than the operations group when his/her performance is affected because the client neglected to inform the firm of a cash flow.

Once investment managers have a complete inventory of where their operational processes might go wrong, they can take systematic steps to reduce or eliminate their risks.
Visit www.seic.com/OpRisks to sign up to be alerted when additional chapters are released.

Top 10 Operational Risks A Survival Guide for Investment Management Firms

Chapter 4 Dropped Batons Information Hand-offs

This information is provided for educational purposes only and is not intended to provide legal or investment advice. SEI does not claim responsibility for the accuracy or reliability of the data provided. Information provided in the U.S. by SEI Global Services, Inc. Beyond the U.S., this material is provided by SEI Investments - Global Fund Services Limited (Reg. in Dublin No. 242309), SEI Investments Trustee & Custodial Services (Ireland) Limited (Reg. in Dublin No. 315393), and their affiliates, which are all wholly owned subsidiaries of SEI Investments Company. SEI Investments - Global Fund Services Limited and SEI Investments Trustee & Custodial Services (Ireland) Limited (Styne House, Upper Hatch Street, Dublin 2, Ireland) are authorised by the Central Bank of Ireland under the Investment Intermediaries Act 1995. This material is not directed to any persons where (by reason of that persons nationality, residence or otherwise) the publication or availability of this material is prohibited. Persons in respect of whom such prohibitions apply must not rely on this information in any respect whatsoever.

2012 SE I

1 2071 0 (07/1 2)