Navigating Change: How the Custody Settlement Department at Raiffeisen Service Center is Leading with Innovation

When asked about the current team structure and what has changed, Margit Hybek, the head of Custody Settlement, revealed that the team has expanded to enhance client service. To manage this growth, they've appointed a second operational leader. This has resulted in a division of the team's focus: Georg Poschmaier now leads the team handling international market settlements versus payment, while Maximilian Keplinger, the new operational leader, takes charge of custodian transfers and settlements free of payment.

Inquiring about how the new team structure has improved efficiency and collaboration, Margit and her team noted that since its inception on January 1, 2025, the reorganization has infused fresh energy into the department. The leaders expect this to translate into increased process efficiency, benefiting both the employees and the clients.

What do they expect from the new setup? The leadership anticipates that the shared workload and backup functions between both operational leaders will enhance the department's responsiveness and service quality, providing tangible benefits to their clients.

Regarding the key goals and objectives for the upcoming year, the team has weathered major system changes, moving from MEGARA to GEOS and automating many processes. The focus now is on stabilizing these processes and instilling a sense of tranquility within the team.

Does the T+1 settlement in Europe affect operations? Absolutely. The department successfully tackled the T+1 milestone in the US last year, necessitating system enhancements for round-the-clock technical service. With the technical groundwork laid, the team is ready to face the distinct challenges posed by the European market.

Finally, when asked about recent developments in automation, the department highlighted the introduction of the SSI FINDER and advancements in Global Investor Gate (GIG) Services. The Global Investor Gate (GIG) is an innovative platform that makes
investing easier and faster for clients. It provides a centralized, easy-to-use interface with real-time access to important information. This allows clients to make quick and informed decisions, improving their satisfaction and independence in the financial world.

These innovations aim to empower clients with self-service access to settlement instructions and streamline the onboarding
process.

The restructuring of the Custody Settlement department is not just a change; it's a revolution in client service and operational efficiency. With a leadership team that is as dedicated as it is visionary, the department is setting a new standard for the industry.