Financial Remediation Professionals for a Big Four firm
The client was a Big Four professional services firm, offering financial remediation implementations to the financial services sector.
Our client required a quality-orientated supplier to provide innovative solutions and additional resource to enhance the performance and capability of their Remediation & Complaints practice. The focus was to support the delivery of key programmes and to improve BAU activity.
The client was receiving substandard service from their existing supplier - there was, for example, a discrepancy between high candidate assessment scores and actual performance levels being achieved whilst on assignment. A lack of agency involvement post placement was identified as a major contributing factor to this.
We identified several areas in which we could assist the client in improving performance. We recruited a diverse set of specialist and volume contractors to help them achieve their objectives. We helped improve several PPI remediation programmes which they were undertaking on behalf of a number of large financial services clients.
We recruited operational roles for the client in order to evaluate this programme and to ensure high productivity levels were achieved from the team of over 1,000 PPI Case Handlers.
Within a two week period (from the day we were instructed to the candidates’ start date), we attracted, screened, assessed, checked and engaged 48 PPI professionals. Within this two week period we also created a bespoke twostage assessment centre incorporating assessment, stringent vetting, contract offer and related administration.