Case Study

US Public Stock Plan Service Delivery Transformation



Large US Bank: Head of US Stock Plan Business


Operations & Process Improvement, Merger Integration, Practice Model Optimization

Project Overview

The Client underwent a series of acquisitions related to its Stock Plan Administration business, resulting in the need to harmonize operating models and ultimately shift to a singular integrated organization. Prior to this acquisition, the Client previously acquired another company and core functions / processes were not yet fully integrated, broadening the scope of the effort to integrating 3 distinct Stock Plan Administration operating models. Reference Point drove key post-merger integration efforts, including process evaluation and harmonization, analysis of the macro end-to-end value chain, and transformation of transaction remediation, year-end tax activities, and money movement processes.


  • Reference Point deployed a team led by the former COO of TIAA to perform a current state analysis, future state design, gap analysis, and deliver a transformation roadmap to drive the US Stock Plan business’ integration efforts.
  • Reference Point led these analyses through conducting stakeholder interviews, leading workshops, developing read-out materials, and crafting recommendations for next steps.
  • Through the assessment, RP was able to identify critical gaps across each operating model and develop work packages aligned to singular processes – ultimately, creating a one-team operating model with prioritized initiatives.
  • Additionally, RP stood up a portfolio governance structure to provide transparency across the identified process execution roadmap initiatives and work packages for continued management.


  • Reference Point’s defined approach enabled a new standard for the client to guide future process evaluation efforts.
  • Key outputs, including a comprehensive packet of existing process flows, pain point inventory, root case analysis, and detailed execution plan, served as key inputs to business case development – resulting in alignment and funding for continued integration efforts.
  • The RP team was also able to help drive new cross-functional conversation, which supported the legacy organizations’ cultural integration.
  • Additionally, RP stood up a model for project prioritization, which enabled client leadership to define immediate focus areas as well as quick wins – resulting in demonstrated success and increased engagement across initiatives.

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