Customer Experience and Customer Relationship Management (CRM)  

 

With increasing focus on regulatory issues, the customer can sometimes get left behind. Designing and delivering great experiences, by understanding and reacting to how your customers feel, can have significant commercial consequences. Our specialist team has direct experience of creating and delivering customer transformation programmes in both single and multi-national situations. We have experience of operating at all levels, from contact centres to Group Board and have specific functional experience of customer insight, customer experience, marketing and CRM in both B2C and B2B situations.

 

We also have significant experience in the sourcing, selection and implementation of CRM applications, which can be challenging and complex when implementing in legacy environments. We offer overall programme leadership and management aligned to in-depth business and technical capabilities to ensure that the CRM product is fit for purpose. Our experience of change management means that the primary challenge of ensuring that your CRM platform is adopted across the organisation is met, thereby realising the benefits in customer experience, business growth and efficiencies.   

 

Remediation, Redress and Restructuring

 

Remediation programmes are increasing as the regulatory regimes across the industry intensify. CDT Programme Consulting has hands-on experience of delivering entire remediation programmes and has also provided support with existing projects through a select number of strategic partners.  These programmes of work have included the delivery of redress solutions and post-implementation reviews to ensure that learning is embedded within our clients’ businesses.  Programmes in support of S.166 reviews are included within this experience.

 

We can build remediation teams quickly, using our specific business model.

 

Our experience also extends to bank restructuring, including the creation of a new banking business from an existing top tier global business.

 

Financial Crime Advisory

 

We have hands-on experience of helping clients identify and assess risk against evolving regulation and to manage enhancements to financial crime risk management programmes.

 

The managing partners of CDT Programme Consulting use their significant global financial services experience to manage programmes that are designed to reduce the risk of financial crime and reputational damage. Recent roles have included the development and execution of remediation programmes and governance arrangements and supporting management information.

 

Experienced remediation teams can be mobilised quickly in response to regulatory actions.  

 

Roles have included MLRO positions, including a top tier Bank.

 

Senior Management and Certification Regime (SMCR) - Key document governance procedure using proven workflow solutions

 

SMCR raises the bar for demonstrating that a bank or insurance firm’s procedures and process documents match the reality of the operations and are up to date and attested by the accountable individual and have been read by the people who need to read it. For many mid-tier banks and insurance firms, such documents may be out of date and - especially for end-to-end processes where delivery extends across silos - accountability is blurred.

 

Modern business process management workflow tools, combined with modern intranet portals, provide a low cost and flexible solution, when combined with a short-term project by an experienced business analyst who combines deep knowledge of financial services operations, SMCR compliance, process design skills and hands-on ability to configure BPM workflow tools to best advantage.

 

The solution is easily configurable to the specific way that the business is run, it does not require a change in the process model.

 

A new document is loaded into the easy-to-use workflow tool, automatically routed for approvals and revisions, and then uploaded to the portal by a librarian who determines the expiry date and the required readership. Individual readership is tracked through the portal, and the document is automatically presented to the owner three months before the expiry date. A full audit trail is available at the touch of a button, version control is fully visible, and the person who is sitting on a late document is immediately identifiable.

The ability to associate data at process step level leads to greater transparency on risks and issues, improvement opportunities, and supports adherence to Prudential Risk Authority requirements for documentation of processes and single repositories. This in turn drives better process ownership across complex organisations, ensuring that as processes are documented, an owner is identified for ongoing maintenance and improvement opportunities.

 

While this solution focuses on SMCR and similar compliance challenges, it has far-reaching impact on standards, policy, insights, ownership, governance, reporting and process performance. 

 

Typically, the workflow system licences are sold at enterprise level, enabling the tool to be used at no extra cost in the design and implementation of a wide range of operational processes in businesses where form-based approvals and audit trails are a pre-requisite. This provides clarity of process mapping and volumetric information, generating actionable insights into process improvement opportunities, reduced cost and improved customer satisfaction.

 

This solution has recently been deployed successfully in a mid-tier bank, with a major insurance business to follow. 

 

Banking Data Warehousing and Business Intelligence (BI)

 

Our lead consultant is an experienced banking data warehousing/BI practitioner and through a wide network of contacts in the industry, we bring a vast amount of experience to an area that is becoming increasingly high profile because of the demands of regulators.

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In particular, the complex forensic analyses and extractions of data required for Anti-Money Laundering (AML), International Financial Reporting Standards (IFRS) and Basel solutions mean that it is not enough just to extract data into a repository and expect solutions to emerge. Knowledge of data structures, how to extract the right information and how to organize the outputs requires real business experience, as well as technical know-how.

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Our team spent many years in a top tier UK Bank, leading a number of cutting edge developments, including the first major delivery of customer profitability, a data warehousing and reporting solution covering 17 countries in a subsidiary in the Caribbean  and a global multi-dimensional performance management solution across all retail and commercial businesses in 40 countries.

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The team has also managed major data warehousing/BI projects at over 30 banks globally, focusing principally on the Temenos Analytics (“Insight”) system, but also working with several other core banking platforms and solution suppliers.

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Our solution can include the direct involvement of an MD-level financial planning & analysis specialist who has operated at a major UK Bank for over 20 years to help develop and leverage new systems and processes. Experience includes management information (MI) development focused on build out, business portfolio divestment and transformation, productivity delivery and peer comparison analytics.