UK Retail Bank required growth in operational capability for a Regulatory Remediation operation.
The Bank operated a portfolio of managed service providers and was under regulatory and media scrutiny, concurrently managing significant commercial exposure on financial provisions
The operation faced key challenges in managing high volumes of change, building capacity and improving case handling quality
Response
Appointed as Operations Director
Recruited and developed the go-forward management team
Established operational disciplines to move the team from project mode to operational delivery
Established a structured programme of quality and productivity improvements
Introduced a structured Risk Management model to take the operation into a mature and stable mode of delivery
Results
Eliminated Ex-Gratia payments
Improved Quality scores by >15%
Improved Productivity by >25%
Grew operation from 700 to 1,300 staff and introduced 24 hour working
