How co-creation with the client and growing TriFinance team brought clarity and business focus to a tech-driven transformation .
In a large bank, big change rarely happens overnight. Especially when it comes to replacing legacy systems with digital platforms. It takes time, structure, and above all, collaboration, with the right people on the ground from both the client and TriFinance, turning complexity into clarity.
That’s where Olivier Renard came in. As a Project Specialist at TriFinance, he stepped into a fast-moving transformation project with one clear mission: help bring business insight into the implementation of ServiceNow, a powerful workflow management and workflow automation platform, that had, until then, been driven mainly by IT. But Olivier was never acting alone, every idea he proposed was shaped, validated, and brought to life through close co-creation with the client’s managers, their project team, and his fellow TriFinance experts.
A broader, collaborative solution
While Olivier played a key role as a business translator and process shaper, his impact was amplified by a joint solution team that grew over time. Other Financial Institutions consultants were gradually integrated into the broader program, each bringing specific strengths, from process design to change support and functional analysis, working hand-in-hand with the client’s people.
This seamless integration of client knowledge with TriFinance expertise reflects a core TF belief: transformation works best when advisory meets execution, and when teams grow organically around real business needs. The client’s trust, openness, and active involvement were as essential as the tools or the methodologies applied.
We sat down with Olivier to hear how he helped shape this digital journey, what it taught him, and why it’s a great time to be working in financial services.
From numbers to people-focused solutions
“I’ve always liked understanding how financial organisations work,” says Olivier. “Not just the numbers, but the systems behind them. And how we can make those systems better.”
After working internally at Belfius Insurance for six years, Olivier joined TriFinance in 2018. Since then, he’s worked on several client missions, while also supporting internal strategic initiatives and recruiting senior profiles or experienced professionals for our Financial Institutions business unit.
When a long-term TriFinance client in the banking sector needed extra support in their ServiceNow team, Olivier was brought in. The tool was already live, but the approach for onboarding new departments and processes was missing a methodological way of working. There were no business analysts in the team, and the developers were managing everything, from intake to delivery, without a clear method.
“I joined at a point where there was a lot of demand, but no suitable process to handle it,” Olivier recalls. “My role was to help set up a way of working that would allow the team to grow sustainably.”
Bringing business to the table
The project was part of a broader digital transformation. The bank was moving away from legacy systems and investing in scalable, SaaS platforms. The goal was simple in theory: improve internal workflows and create a seamless experience for both employees and clients. "For example, one project involved fully automating the entire process from client request to order fulfillment, without any human intervention."
In reality, the task was complex. Olivier had to connect business needs with technical solutions, and do so in a way that respected priorities and deadlines.
“As a business analyst, I was the bridge,” he explains. “I talked to end-users and collaborated with process engineers, architects, product owners and developers. My job was to make sure we understood the real needs and translated them into solutions that were efficient, intuitive, and easy to maintain.”
He introduced structure using simple yet highly effective models and documentation. For example, he applied RACI (Responsible, Accountable, Consulted, Informed) to clarify roles and responsibilities in cross-team collaboration, and leveraged MoSCoW prioritization (Must have, Should have, Could have, Won’t have) to bring clarity and focus to business requirements.
“People often come with long wish lists,” he says with a smile. “Our job is to challenge that. To focus on the goal and avoid overcomplicating the solution.”
Growing the team and the impact
When Olivier started, he worked alongside one other business analyst and a process engineer. Over time, the team grew to five business analysts. Today, ServiceNow is used for many processes across the bank, and more projects are still being added.
One highlight for Olivier was the successful delivery of a key project within the bank’s investment-related operations. The go-live went off without a hitch, with no incidents reported afterwards: a strong indicator of the careful preparation, close collaboration, and shared ownership between business and development teams.
Beyond the technical work, Olivier brought people together, from organizing informal team activities to a full-day teambuilding with a mental wellbeing speaker, interactive workshops, and a game in downtown Brussels, always keeping the human side of the mission front and center.
“That’s something I’ve really appreciated, working with people from different backgrounds, but all committed to the same goal. It’s what made the project fun, not just challenging.”
Looking back and forward
Olivier says the mission helped him grow as a consultant, particularly in working across teams and departments.
“I became more confident in taking the lead, in helping teams move from idea to delivery. And I saw how important it is to listen first, really understand the context before proposing solutions.”
The project also confirmed something we strongly believe in at TriFinance: that consultants don’t just deliver on tasks, they help clients move forward in a meaningful way.
And while Olivier played a visible role in shaping the transformation, he was part of something bigger: a solution built on collaboration, brought to life by multiple TriFinance consultants with complementary skills.
Why this work matters
In financial services, digitalisation is more than a buzzword. It’s about building systems that work for people, whether that’s a client placing an order or a colleague managing a workflow.
“It’s not just about delivering a tool,” says Stéphanie Struelens, Pragmatic Advisory & Implementation Leader for Financial Institutions. “It’s about delivering an improved way of working. That’s where the real transformation happens.”
At TriFinance, we help financial institutions take that next step. With a mix of strategic thinking and hands-on implementation, we bring structure, clarity, and progress.
And we’re always looking for people who want to do the same.
We’re hiring. If you’re a business analyst, project manager, or just passionate about shaping better ways or working (systems, processes, governance, organization, teams) in the financial world, we’d love to hear from you.
