Dealing with ongoing client errors and complaints, a major global service provider engaged Olmstead to assess their middle office service model. Olmstead led an assessment of each middle office functional area, reviewing their processes at a detailed level. Olmstead also analyzed the provider’s current state client engagement model. We designed a vision for a strategic operating model which would improve how the provider faced off with their clients, boosting service and client satisfaction. Olmstead also provided dozens of strategic recommendations to improve processes across each functional area.