Want to know more about our services and what our clients have to say?
The job of transforming businesses requires a company that understands every aspect of the requirements. This includes everything from the regulatory requirements to the financial, process change, and people management. When all of these things come together, regulated change within a business is easier and more efficient.
We work with some of the biggest companies and corporations in the world to help drive transformational change within their businesses, building better relationships with staff, and providing an expert consultancy service to ensure that organisational change happens in the right order, from concept right through to delivery and adoption.
Senior Management Education
A lot has changed in the world of senior management, there are always new regulations, new processes, and new requirements to be aware of, but when was the last time your senior management team undertook some real education in this area?
We help companies to educate their senior management teams and individual managers to ensure they are on top of any new legislation and regulation in their industries.
Our approach to educational materials is flexible and able to suit your needs.
We recently worked with a national household name in consumer credit brokerage, to help them keep up to date with the new FCA Senior Managers & Certification Regime regulations, especially when it comes to the changing commercial landscape.
This client had many questions regarding balancing commercial growth and managing risk, as well as concerns about how they could treat customers fairly in these challenging times. The COVID-19 crisis was a hot topic of the day, and we adjusted our materials to suit their needs, providing them with a modular programme of workshops to be completed.
Their feedback speaks for itself: “I think this session definitely started to bring context to the programme through an analysis of the case study. The discussion around this really made me think of how our business has changed and needs to embed what we are learning and cascade that through the rest of the business.”
No one likes to have to deal with complaints and, in an ideal world, none of us would have to. When it comes to business, and particularly the customer service aspect of the business, handling complaints needs to be done in an effective and fair manner, following due process and along any regulatory lines within the industry you are working.
This is exactly the type of training we gave to a recent medical insurance client. We understood that, in this particular industry, complaints need to be handled in a particular way, and there are certain processes that must be followed to ensure they stayed compliant.
We helped to train their staff by delivering online training sessions, teaching them how to gather complex information from the customers, and there to implement company policy when it comes to compensation.
Along with the customer service staff, we also worked with managers to create reference workbooks for the staff to use, ensuring there is a more clear line of assessment when it comes to training staff in the future.
Complex Remediation Project
Financial services regulators will often ask for companies to investigate and redress any historic failures they have committed. This process can be very drawn out and very complex, often spanning a long period of time, and it can be very difficult to do internally.
For a client in the lending sector, we provided this service to investigate whether or not products sold to customers stretching back several years had been appropriate or whether they had been mis-sold.
This was a complex task that took over nine months to complete and required the findings to be presented to the FCA, as well as a report on any remediation or compensation requirements.
Support for new CEO
Moving into a new role is daunting for anyone, for a new CEO the task at hand can astronomical, and the stakes very high.
As part of our expert support services, we can assist new CEOs to prepare for their role, and support them with any regulatory requirements that are needed.
This is exactly the service we provided for one of our largest UK-based insurance businesses. Providing a number of 1-1 sessions and expert leadership coaching over several weeks, we supported the new CEO o settle into his role and to understand the expectations of this new venture.
This support was particularly welcomed as the new CEO needed to be aware of the regulatory differences in the UK in comparison to the US, where he was most experienced. He was required to undertake an authorisation interview with the FCA, which he subsequently passed.
The last year has been very challenging for all businesses across the world, and the financial services sector has not been left unscathed by the continuation of the COVID-19 pandemic.
At Enterprise Learning, we believe in providing our clients with the tools and education necessary to weather any storm, and the pandemic has definitely seen the need for expert advice and support rise across all sectors.
We have spent the past year providing webinars for over 600 participants, and we’ve provided updates on such topics as:
- Keeping up to date with the current situation
- Our recommendations surrounding risk management
- What changes are happening due to COVID-19
- Advice on good governance
- Updates on any regulatory change they should be aware of
We also took this opportunity to provide helpful sessions on a number of people-focused areas, such as leading in a crisis and looking after vulnerable customers, both of which are vitally important at times like these.
We were fortunate to be joined by a number of expert speakers from companies such as Equifax, Homeserve, Bupa, and many other leading industry names, including a former Deputy Commander of NATO.
These sessions were helpful for our clients to stay up to date with what was happening locally within the UK, as well as on a global scale, and for them to be supported in the challenging times that lie ahead.