We recently announced the launch of our Global Services offering, designed to provide Aiviq users in EMEA, Asia Pacific, and North America time zones with ‘follow the sun’ support. This initiative enables our customers to align their teams worldwide around a unified data operating model.
Today, we will be speaking with Alex Murphy, our Head of Operations, who will share his insights into the operational and strategic facets of this global expansion, discussing how we optimise our services and maintain efficiency across different time zones; and Adrian Ryan, our Head of Customer Services, who will provide a unique perspective on the strengths of our growing team and the exciting future plans to enhance customer experience further.
To start with, can you explain what Aiviq Global Services is for our readers who may not be familiar?
Alex: Aiviq Global Services is all about delivering the same high-quality service we are known for in the UK and Europe, but expanding it across all major financial centres globally. Larger managers, particularly those with a presence in different regions, have requirements to provide a view of their assets and flows at different times across their global office locations. Our expansion ensures that we can meet those needs by growing our team to provide our data and support when our customers need it.
Adrian: Well said Alex! Our customers need to know their data is being processed seamlessly, regardless of when it arrives. Our systems are built for zero manual intervention, picking up files as soon as they are received. However, file load failures do happen - especially across different time zones. With the Global Services team, someone is always available to handle these errors immediately, whether it is a small issue like a missing character in a file name or something more significant. This enables us to maintain the global flow of data and offer intra-day processing, which is a major advantage for our customers.
What prompted the decision to expand Aiviq’s services to a global offering, and how does it align with broader industry trends?
Alex: From an industry perspective, the past five years have brought significant change. Where Distribution teams once viewed data management as their "secret sauce," it is now seen as a complex utility. The real value comes from what they do with the data, not in creating it. Managers are now looking for unified data sources that serve their enterprise use cases – e.g. for Distribution, Finance, Compliance - on a global scale.
Adrian: This shift created a demand for ongoing services, particularly from clients outside of UK hours. Setting up the Global Services team, especially with a new centre in Hyderabad, allows us to uniquely position to provide that single source of truth, allowing clients to have a consistent view of their data no matter where they are in the world.
With every region having different business and technical needs, can you elaborate on how Aiviq’s global data model benefits all the customers?
Alex: The biggest benefit in my opinion is operational efficiency. If you imagine our customers managing separate databases across different regions, the costs and complexity skyrocket. Our global data model allows us to centralise everything, standardising data ingestion, transformation, matching, calculations and providing outputs from one single platform. We often provide data outputs throughout the day, running multiple data cuts to accommodate different time zones. If you can imagine, all Distribution teams want their latest AuM & Flow numbers in the morning as they start work. That means providing new outputs first thing in the day in Hong Kong, London and New York, with each output containing the latest data received over a rolling 24-hour period.
"If you can imagine, all Distribution teams want their latest AuM & Flow numbers in the morning as they start work. That means providing new outputs first thing in the day in Hong Kong, London and New York, with each output containing the latest data received over a rolling 24-hour period."
Adrian: And on the customer service side, we ensure seamless delivery by closely integrating our teams. Our offshore team works hand-in-hand with our analysts in London. The London team is the main point of contact for customers, but the collaboration ensures that nothing gets missed, and the same high quality of service is maintained across regions. We have invested heavily in training and recruitment to ensure that both teams can deliver exceptional service consistently.
Our File Tracking functionality also plays a key role; our clients love it. It offers real-time visibility into the status of files, sending timely alerts if anything is missing. This feature used to be a manual process across the industry, but now it is fully automated and transparent. Clients can see for themselves what is happening with their files, and if any further support is needed, we are there to assist.
How do you ensure that the services provided across EMEA, APAC, and North America remain consistent and high quality, despite varying regional needs?
Alex: Our product build plays a huge part in this. Whether it is regulatory requirements or business needs, our data model is flexible enough to ingest, standardise, and report data consistently, while still providing the detail each region requires, even if the data looks different or is interpreted differently. This means we can deliver a unified view of our customers’ AuM & Flow data, no matter where it comes from.
Adrian: Definitely agree with that. For me, it is also about building the right team. Our offshore team brings years of experience in data processing and system support, and they have quickly become an integral part of Aiviq. They handle everything from file monitoring to debugging more complex problems. I am very happy with how it has come together!
What impact do you expect this global offering to have on Aiviq’s operational efficiency and ability to scale in the future?
Alex: The Global Service model opens up new opportunities, particularly with large institutions like global banks that require support at any time. It also enables faster response times and early identification of issues, which is very important for my role as it enhances reliability and allows us to meet clients’ increasing demands for T+1 data delivery.
Adrian: As for the team, it also frees up our London client-facing team to focus on more high-level conversations with clients. By splitting out the day-to-day tasks, our London analysts can work closely with clients on understanding their long-term needs and collaborating with the product team on new features. This shift allows us to deliver more value while maintaining operational efficiency.
In your view, what operational advantages does Aiviq now have compared to its competitors following this Global Service launch?
Alex: None of our direct competitors can offer the same level of Global Service. Many are either focused on the US or UK and Europe, but not both. We are here to bridge the gap between these regions and deliver a consistent, high-quality service worldwide.
Adrian: And our data quality really sets us apart. We are transparent about how we manage and process data, ensuring every holding and flow is accounted for. Clients can compare incoming data with our standardised outputs, which gives them confidence in the accuracy of our reports. We don’t just summarise; we deliver detailed, actionable insights.
Looking ahead, how do you plan to continue refining and improving customer services as Aiviq continues to grow internationally?
Adrian: As our customer base grows, so will our team. We are committed to maintaining strong customer relationships and regularly engaging with clients through quarterly business reviews and weekly touchpoints. This allows us to stay aligned with their evolving needs and to continuously improve our services.
Alex: I’m excited to see how our offshore team evolves. We are already seeing them take on more technical tasks, and I believe we’ll be able to offer even more advanced services in the future. The goal is to build a self-sustaining customer services team that can handle any issue across time zones, enabling other teams at Aiviq to focus on product development and making the further innovations that our customers want to see.
Aiviq Global Services
What began over eight years ago as a solution to help investment managers gain client insights in the UK and European fund market has now transformed into a comprehensive global data platform, featuring 160+ reporting and analytics use cases, supported by innovative, expert-led managed services.
Our expert team offers unparalleled technical support, ensuring that specialists across all regions receive timely sales insights and product support exactly when they need it. Our Global Service features:
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