Make the continuing responsibility part of the commercial choice.

In 2023 we reviewed a defined group of 120 newly placed commercial clients. The placement discussion had reached its conclusion, but the ongoing brokerage service was not equally clear across the group. I asked account leaders and servicing colleagues to examine the agreed calendar and responsibility for each relationship. The review concerned our continuing work. It did not reassess an insurer’s terms or infer that an unresolved internal service question meant a client lacked insurance.

Eighty-two clients had complete agreed service calendars. Twenty-six needed named next actions, and twelve required clarification of scope by the appropriate relationship owners and participants. US$420,000 supported preparation and coordination. A commercial sponsor argued that the review risked reopening a successful onboarding conversation. I supported it because the receiving team needed to understand what the business had accepted. A service commitment that existed only in somebody’s memory could not be made dependable by treating the placement as the last relevant event.

We kept the three groups separate. The twenty-six next-action accounts did not all require a new service agreement, and the twelve scope questions were not reported as completed merely because an owner had been named. Work progressed through the authorised relationship process, with specialist questions referred to the appropriate colleagues. The review did not produce a universal service package or claim that every commercial client should receive identical support. It made the existing commitments and unresolved questions more examinable within the defined population.

The immediate result was a more honest starting account for the servicing organisation. Management could see where the calendar was agreed, where action was required and where the scope itself still needed a decision. That was less convenient than reporting 120 relationships as fully ready, but it gave the receiving teams a basis for the next conversation. I would bring this examination earlier into onboarding now, before a commercial date becomes the only definition of completion. The relationship is sustained through work that follows placement; the operating plan should identify that work while the people who made the promise are still available to explain it.

The 2016 integration of three acquired offices had an agreed operating timetable alongside the transaction. I wanted the receiving plan to remain distinguishable from the legal close. Ownership could change while important service responsibilities still depended on local arrangements and knowledge. The integration team identified nine responsibilities for transfer and worked with the relevant owners to establish what the receiving organisation needed, including appropriate access and permissions for the work it would perform.

Six responsibilities transferred by the original date. Three remained with local owners for eight additional weeks. US$680,000 funded dual operation and cover during that extension; it was separate from acquisition consideration. A programme colleague objected that the continuation would make the integration appear incomplete. I agreed that it was incomplete in those three respects. The answer was to show the remaining work accurately, not rename the local support as an informal exception after declaring the transfer finished.

The extension had conditions. Each remaining responsibility needed a receiving owner, a description of what was still missing and a review point. Existing teams were not asked to carry an indefinite obligation simply because the new arrangement had been announced. At the same time, a handover note could not replace contractual permissions, specialist approval or the actual knowledge required to serve the client. The internal operating transfer did not itself move an insurance policy or decide a legal question about the transaction.

The programme concluded its revised handover work after the additional period, with the expense and original delay retained in the account. I did not describe the extra weeks as proof that the acquisition had failed, nor claim that successful completion of the six responsibilities established readiness for the other three. The lesson was to make operating acceptance a condition that could be examined on its own terms. A closing date is important, but it does not teach a receiving colleague what a client has been promised. My responsibility was to preserve that practical account while the institution changed the organisation around it.

A 2021 proposal offered an external service arrangement at US$2.8 million per year against an existing comparable annual operating expense of US$3.5 million. At first reading, the difference was attractive. The comparison nevertheless omitted internal specialist support that would remain necessary under the proposed arrangement. I asked the team to identify the work actually included in each figure before presenting the price difference as an operating benefit.

The retained specialist requirement was US$900,000 annually. Adding it to the proposed external price produced US$3.7 million in comparable recurring cost, before considering any separate transition expense. The supplier sponsor argued that the external arrangement could develop further advantages over time. That possibility deserved examination, but it did not remove the current requirement. I declined to support a full replacement on the original comparison and kept the existing US$3.5 million baseline visible alongside the more complete proposal.

We instead authorised a narrower six-month trial at US$340,000 incremental expense. Its purpose was to examine a defined routine-service scope and the way it connected with retained specialists. That trial amount was not a new annual replacement price, a saving against the existing operation or proof that a larger transfer would later be approved. Access, permissions and specialist responsibilities remained subject to their proper owners. The operating exercise did not assume that a supplier appointment automatically allowed any client information or insurance authority to move.

The decision was uncomfortable because the apparent immediate saving disappeared when the boundaries became comparable. I preferred that correction before commitment to a later explanation that the original price had never included all the work. The trial preserved a way to learn about the proposal without treating possible future advantages as established value. I would now require the retained work to be described in the first version of a sourcing comparison. A service organisation cannot judge a lower quotation intelligently if it leaves the necessary internal contribution outside the account. The useful decision concerns the combined arrangement the client will actually experience, not which part of its cost happens to appear on a supplier’s invoice.

As regional operations manager in 2011, I supported transferring twenty-four client-account groups into a shared servicing arrangement. The work had been described in a common format, and I accepted that description too readily as evidence of readiness. Local teams still carried context that had not been adequately explained to the receiving colleagues. The gap was not simply resistance to a new structure. My plan had not established what the shared team needed to understand before taking responsibility.

Seventeen groups were ready by the intended date. Seven continued with local support while the missing conditions were addressed. US$190,000 covered correction and additional support. A colleague wanted to move all twenty-four and handle remaining questions afterward, arguing that the organisation would never become ready if exceptions were allowed to delay it. I disagreed because the unanswered questions concerned work the receiving teams would have to perform, not merely preferences about the old arrangement.

I asked the local and shared teams to describe the unresolved responsibilities together. We separated information that could be recorded, a judgement requiring the appropriate specialist and relationship context that needed a deliberate introduction. The correction did not mean every local practice had to be preserved indefinitely. It meant the receiving account had to show how the required work would continue. We retained the seven groups with their existing support until that account was established, rather than treat the original timetable as evidence of capability.

The experience changed how I approved later transitions. I became more interested in whether the receiving team could explain the work back than whether the programme had produced a complete set of descriptions. The additional expense remained attached to my original decision. I did not imply that the seventeen ready groups had better insurance outcomes because of the internal move, or that the seven delayed groups had lost their coverage. This was a brokerage service responsibility whose operating conditions I had underestimated. I would rather keep that mistake visible than present shared services as a simple choice between central efficiency and local reluctance.

In 2024 a commercial proposal sought to onboard forty account relationships concurrently. The opportunity was attractive, but the service discussion showed that responsibility was not equally ready across the group. I asked the sponsors to work with the receiving leaders on the recurring obligations each account would add, the specialist referrals it might require and the people available to carry the agreed scope. A proposed client count was not enough to establish an operating commitment.

We accepted twenty-four onboardings for the immediate sequence and deferred sixteen until the service-owner arrangements were ready. US$260,000 in preparatory expense remained in the programme account. The commercial sponsor objected that deferral could lose momentum and give prospective clients a reason to consider another option. I accepted that consequence as a real risk. I did not describe the decision as costless discipline or suggest that the deferred group would necessarily wait for our preferred timetable.

The operating decision did not determine a carrier’s coverage terms or deny an insurance claim. It concerned when the brokerage could accept the proposed service responsibilities within the authorised commercial process. Potential fees associated with deferred accounts were neither reported as earned revenue nor written off as a known loss. The relationship teams remained responsible for accurate communication and any appropriate next options, without promising an onboarding date the servicing organisation had not accepted.

The result was a smaller immediate programme with a more credible responsibility account. The sixteen deferred relationships remained a separate commercial and operating discussion, rather than disappearing into a single forty-account success figure. I would ask for service ownership earlier in the proposal now, before the desired date becomes difficult to question. Growth should be demanding, but the institution needs to know what continuing work it is accepting and on which basis. My contribution was to make the limit a management choice before it became a client’s experience of an unowned obligation.