Clients
Project History
Project #1- Product Specific Review
11 Months - 15 Associates
This remit of the 'Product Specific Review' project was to ascertain if the maturity options on a specific savings product had been explained and offered to the client at the time of maturity. It was also to determine that if the proceeds were re-invested into another product with the same provider that the new product matched the customers' needs and wants. The new product had to provide greater benefits than leaving the fund invested in the maturing policy, which was one of the options available.
The auditing encompassed:
- Project planning, control and support with audit trails
- Database collation
- Population audit
- Design and training of project working standards
- Implementation of project working standards
- Continuous competence assessment of reviewers
- Completion of reviews
- Production of project status reports to the company and the regulator
- Categorisation of project findings
- Customer contact
- Rectification process
Project #2 - Pensions, Savings and Investment Products 'Switching' Review
9 Months - 7 Associates
To conduct a review of business where any products have been cancelled either 6 months prior or 3 months post to effecting a new product.Each individual case investigation had to identify if there was a justified case for the cancellation of the product. This was carried out through an investigation and assessment of the sales documents.
The project encompassed:
- Project planning, control and support with audit trails
- Database collation
- Population audit
- Design and training of project working standards
- Implementation of project working standards
- Continuous competence assessment of reviewers
- Completion of reviews
- Production of project status reports to company and regulator
- Categorisation of project findings
- Customer contact
- Rectification process
Project #3 - Backtrack&Business Review and Investigation (BR&I)
Backtrack - 10 months - BR&I - 4 Months - 1 Associate (Team Leader for 17 In-house Business Reviewers)
The remit of the 'Backtrack' project was to review the business sold by financial advisers who had a historical build up of complaints.
The project was completed 1 week early and at the target date the following had been completed:
- 1,394 financial advisers investigated
- 16,605 financial reviews undertaken
- All action plans documented and investigations commenced
The daily role of the Team Leader was the management of:
- Business reviewers and the project administration
- Monitoring progress against the agreed project plan
- Production of action plans for client visits
- Compilation of review results
The Team Leader also reviewed cases and had the responsibility for the ongoing competence of the business reviewers. Prior to project commencement the role encompassed the:
- Formulation of the initial and on-going business validation processes
- Setting up of all databases
- Reporting lines
- Design and development of review documentation
- Training and initial validation of business reviewers