UK Retail Bank faced high volumes of complaints following an FSA review of PPI selling practices. The business needed to set up a large remediation operation from scratch to tight timescales whilst under intense media and regulatory scrutiny.
Response
Appointed as Programme Director to mobilise full scale operation servicing multiple bank divisions
Engaged significant operational delivery, regulatory policy and business change teams to build business capability.
Built a long term management team for sustained delivery over a number of years.
Results
Grew a 2,500+ man operation in under 6 months across 7 sites
Achieved 100% case review capability reducing financial exposure
Minimised regulatory breaches and ex-gratia payments
Automated key process steps to improve productivity and create additional operational capacity
Established management and control regime for the £1Bn + redress provision.
