Consulting Case Studies >>
Resourcing Case Studies >>
People Development Case Studies >>
Consulting Case Studies
General Insurance Provider:
Following an FSA visit, Momenta was retained to verify the findings and to make recommendations for improvements in the sale processes for the inbound and outbound sales functions, claims management from a TCF perspective and the training and competence regime.
Findings and recommendations were agreed with the board and changes implemented that would ensure a better customer experience, improvement in the systems and controls and compliant procedures.
Retail Bank Network:
Momenta were engaged to support the internal group risk function carry out a complete review of sales practices for the retail banking and regulated investment advice functions within the bank following an FSA visit.
The findings resulted in the retail bank conducting a root and branch review of its sales practices and implementing new systems and controls and sales processes. The regulated investments function was not affected as it was found to have had robust systems and controls in place.
Resourcing Case Studies:
UK Bank:
Momenta were invited to tender to support the FOS complaints function as a result of the success of the partnership with the client’s Learning and Development function.
The client required Momenta to supply a team of complaint handlers and a team leader on an in-sourced basis. Additionally, Momenta secured a contract to deal with a product review on a managed service. In both instances there were tightly defined criteria relating to quality, timeliness and productivity.
Momenta were subsequently asked to supply additional resource for general banking complaints and a further team to support the FOS complaints function.
Momenta has consistently out performed the client’s requirements on productivity and quality. The engagement continues to this day.
National IFA:
The client was faced with significant regulatory issues:
- FSA deadlines were being missed resulting in significant backlogs
- FOS overturn rates were above sector average
- staff motivation was low
- relations with internal stakeholders were deteriorating
Momenta was awarded the contract based on its ability to deal with the complexity of the cases involved. The contract was for an initial period of 12 months during which time all backlogs would be dealt with and business as usual would return to a manageable state.
Momenta was responsible for the end-to end complaints handling process and dealt with a total of 22,000 complaints in a 20 month period (including Mortgage Endowments, Investments and protection cases). During that time Momenta:
- Increased the average number of cases resolved within 8 weeks from 29% to 51% over a 3 month period
- Reduced complaint cycle times from 29 weeks to 10.7 weeks
- Provided both time and space for the client to realign their business organisation
- Provided MI where in-house systems could not
- Provided ongoing efficiencies that our client was unable to achieve
- Reduced the FOS uphold rate from 25% to 14%
| Momenta was audited by the FSA on two occasions during this engagement. No major issues were found or noted. The FSA team described this as an “impressive operation”. |
Major UK Bank:
How Momenta secured the business
Momenta secured the business via a competitive tender and an e-auction process.
Implementing the solution
At the commencement of the relationship, following the successful completion of the e-auction/ tender process, Momenta worked closely with the internal team to ensure the smooth transition of appropriate courses to Momenta. This required the induction and integration of specifically requested existing trainers into the Momenta associate bank and the up-skilling of new Momenta resource to ensure adequate trainers were in place to meet the client’s stated planned requirements.
As an ongoing requirement, Momenta maintain a bank of up-skilled contract training professionals dedicated to the client, which is supplemented on an ‘as required’ basis by additional resource with required and complementary skill sets.
Momenta maintain a close relationship, working in partnership with our key contacts within the learning environment to ensure the right resource is identified and provided.
This requires daily contact with the central scheduling team and various project managers; scheduled weekly conference calls with the Learning Relationship Manager; monthly update meetings; and formal quarterly supplier reviews. This extended process ensures a partnership approach to the sharing of information in both directions.
Volume transacted since inception
Training days completed: [8400+] from April 2006 through to June 2009.
This total comprises project management, analysis, design and delivery services.
The Geography
There are 9 designated training sites around the country. In addition Momenta provide training services at numerous other sites around the UK, including branches as required.
The Nature of the Requirements:
In general terms the nature of the work undertaken includes:
- Project management
- Training workstream management
- Design of training notes and materials covering a range of programmes including induction, skills development, management development, team building
- Delivery of training, covering ‘business as usual’ and special project requirements. The events include induction, skills development, management development, team building
Demonstration of value:
- Regular over-performance against agreed SLA measures, including Compliance Training Professionals (CTPs) evaluation
- Resourcing of key projects within short timescales
(12 people in 48 hrs)
- Providing additional detailed and valuable MI
- Managing resource scheduling to minimise expenses incurred
- Core team attendance at 'Train The Trainer' events
Major UK Bank:
How Momenta secured the business
Momenta’s relationship commenced via a request to support a major, regulatory driven project. Post programme Momenta developed relationships with various ‘Heads of Areas’ and project managers.
Implementing the Solution
The initial requirement was resourced through careful matching of the client’s specific and detailed requirements for key project positions as well as the volume design and delivery roles. This has been repeated for numerous subsequent initiatives and projects. This approach differentiated both Momenta’s resource matching capability and the quality of the resource provided in a large scale, multiple supplier project.
Momenta established a team of CTPs to provide the training, centre management and assessment services for GI supervisor accreditation.
Momenta CTPs have worked on or are currently working on a range of projects which include design and delivery of solutions for the client’s offshore facilities. Momenta’s relationship manager maintains contact with engaged CTPs as well as meeting regularly with individual project managers. Key discussion topics are project progress to ensure satisfaction and to highlight future and forthcoming requirements, ensuring the best opportunity to secure suitable CTPs.
Volume Transacted since inception
Man days completed: [9,000] from July 2002 to June 2009.
This total comprises project management, analysis, design, delivery, centre manager and assessment services.
The Geography
Countrywide; key sites include London, Manchester, Coventry, Northampton and Sunderland. In addition, Momenta’s CTPs have delivered work in South Africa and India.
The Nature of the Requirements
In general terms the nature of the work we undertake includes:
- Project management
- Training workstream management
- Design of training notes and materials covering a range of programmes including induction, skills development, new product training (regulated and non-regulated), telephony/ call centre skills, management development, skills assessments
- Delivery of training; covering ‘business as usual’ and special project requirements. Events include induction, skills development, new product training , telephony/ call centre skills, management development
- Centre management of regulated assessment centres
- Assessors for regulated assessment centre
Demonstration of value
- Momenta set up and operated from its London office, a help desk facility for internal client staff seeking to book onto a specific training and assessment event
- Collation and distribution of MI, e.g. ‘burn-rate’ spreadsheets to provide budget and resourcing data for project managers
- Collation and feedback of process and materials enhancements to improve efficiency of the delivery, content and learner experience
- Maintenance of a spreadsheet based resource request and booking process
- Resourced training and assessment events with less than 24hours notice
- Risk based monitoring through regular trainer observations
People Development Case Studies top>
Wealth Management unit of a bank:
The company were embarking upon a 3 year growth plan and understood that the management team would be key to the achievement of the plan. The team were also a risk since they were relatively inexperienced in management roles.
Momenta were engaged to design and deliver a management development programme to improve the managers ability to coach their teams and improve productivity
Intermediary Manufacturer:
Senior & middle intermediary management teams wanted a team building and coaching event to build best practice around the business.
Momenta ran events , combining DISC profiling, individual coaching, how to manage (using business individuals to discuss) team outdoor exercises, developing a feedback culture and business specific real plays.
Life and Pensions subsidiary of a bank:
The subsidiary embarked upon a large scale change programme, which encompassed role, pay, systems and procedural changes. The management team also understood that a mindset change was required, particularly with regard to the businesses approach to regulation.
Momenta undertook workshops with the senior team and their first line managers to bring about the mindset shift and therefore successfully implement the changes. |
