An empirical study on robotic process automation implementation: A case study on MetLife Investment Management Client Services Group

Purpose and Objectives: This research is designed to establish a best practice model in implementing Robotic Process Automation (RPA) for client services group (CSG) of a large investment management firm operating in the UK financial services industry. The objectives are to systematically review the existing best practice schools of thought highlighting factors that aid to mitigate challenges in RPA implementation and for the researcher to adapt a unique model that incorporates benefits, limitations, challenges and best practice (BLCP) framework specific to CSG through conducting a field survey, including a series of interviews and a case study. Research Methodology: The empirical part of this qualitative research has been conducted over a period of three years. The researcher examined RPA implementation elements through a systematic literature review combined with semistructured interviews involving key members that would be involved in RPA implementation within the investment management firm as well as RPA experts worldwide. Throughout this study, the researcher has been employed in an institutional investment management firm’s client service group (MIM CSG) which provided her with the appropriate platform to investigate the potential uses of RPA as they relate to processes within CSG, to determine if RPA is a viable automation solution aligned with the digital transformation strategy of her employer. Key Findings: Based on the evidence presented in this research, it is the researcher’s finding that RPA is the right automation tool for MIM CSG, and it is in fact in alignment with the overall digital transformation journey of MIM. Furthermore, the BLCP framework is versatile tool and can be used to establish an overall best practise framework in digital transformation journeys. Key Contributions: RPA is a new technology that is fast evolving, this research significantly contributes to academic research in this field from investment management sector point of view. Additionally, from practitioners’ perspective, the findings represent a major contribution on how to approach RPA implementation in the client service team of complex and global investment management firms by establishing the researcher’s own unique BLCP framework.

Name dc:type.qualificationname

dba

Level dc:type.qualificationlevel

doctoral

Grantor dc:publisher.institution

University of Wales Trinity Saint David

Year dc:date.issued

2021

Author dc:creator

• Hιzιroḡlu, Zeynep Hikmet

Dc Identifier Grantnumber

UWTSD

OAI identifier oai:identifier

oai:repository.uwtsd.ac.uk:1689