Debt Sale and Compliance Stream at CCR-interactive

1. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
Internal Use Only
Green Calls
What are the expectations ?
Dean Lightwood: Head of Supplier Performance, Credit Operations, Lloyds Banking Group
6TH October 2015

2. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential 2
“Imagine a political system that puts the public first”
Inexperience told in the end and they were ousted from power.
MY GREEN STORY
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3. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
The Call
• ID&V
• Reason for Arrears
• Negotiation
• Consequences/Benefits
•Agree/Sum Up/Close
Quality Assurance
•A point in time
• 95%
• A tick list/script/guide
• “I was coached” and its recorded on my performance review.
A TRADITIONAL APPROACH
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4. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
MANAGEMENT PHILOSOPHY
I NEED A COST REDUCTION PROGRAM !MANAGE BY OBJECTIVES
& RESULTS
LEAN MANUFACTURING
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5. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
QUESTIONS FOR YOU ALL
• What were we really looking for ?
• Were we targeting the right KPI’s ?
• Were we looking at the short term or long term sustainability ?
• Did we know or really consider the customer ?
• Did we really understand affordability ?
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6. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
The FCA expect 3rd party suppliers to be an extension of our firm !
Emphasis on delivering the right outcomes for customers.
Based on individual needs.
Sound Conduct Principles, Support Financial Stress, Sustainable Terms
Our approach is your approach !
Your approach is our approach !
CONDUCT
Our Thinking Has Changed
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7. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
What is a Green Call ?”
Or
How do we deliver the right outcome for customers ?
So What Is The Question ?
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8. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
PURPOSE – What are we here for ?
• Help Me I’m In Financial Difficulty
• Help Me To Pay Back The Money I Owe
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9. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
KNOW YOUR CUSTOMER
Unplanned Life
Changes
Redundancy
Death of a wage earner
Divorce
65% of mortgage customers think a rate rise
will have a severe impact on their ability to
pay their bills
How do I know if a customer is potentially vulnerable?
4 in 10 UK adults worry about
their current level of debt.
31% of 18-24 year olds in the UK
Are considered over indebted
17% of those in debt actively seek advice
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10. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
KNOW YOUR CUSTOMER - HOW
• LISTEN & UNDERSTAND my circumstances
• WHAT MATTERS to your customer ?
• What are their INDIVIDUAL NEEDS ?
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11. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
WORK WITH YOUR CUSTOMER
• Agree AFFORDABLE, SUSTAINABLE SOLUTIONS with
the customer ?
• What are the BARRIERS that get in the way ?
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12. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
WORK WITH YOUR CUSTOMER
• What are you doing to REMOVE THOSE BARRIERS ?
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13. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
TARGET CUSTOMER EXPERIENCE
Listen to me and understand my
problem and circumstances
Work with me to agree an
appropriate solution
Apply the agreed solution
What Is
impeding us
and why?
How well did
we understand
and why?
How effective
was our
solution and
why?
Barriers
Review outcome and learn
How well did
we apply the
solution and
why?
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14. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
• THE RIGHT OUTCOME
• Appropriate Affordable, Sustainable Solutions
• Tailored to the individual needs of the customer
• MORE EFFICIENT
• First Contact Resolution - Less Rework/More Cost
Effective
• MORE TIME
• For the customers that need it
• INCREASED
• Customer & Colleague Satisfaction
IF WE GET IT RIGHT
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15. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential 15
CHECKING QUALITY AND ASSURANCE
Framework to test and assurance
First Line
Flow
Leader QC
First Line
Customer
Experience
QC
First Line
BUCF
Outcome
Testing
Third Line of Defence (Audit)
Second Line of Defence
(Risk Division)
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16. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
SUPPLIER OVERSIGHT FRAMEWORK
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Monthly
Quarterly
Annually
Remote Testing
Onsite Testing
Assurance Review
Strategy
Contract
Commercials
Focus on testing CCIs and
policy adherence.
Focus on testing High Risk
Supplier Controls and
Oversight.
Focus on Contractual
compliance and Customer
Outcomes.
Ad-hoc Themed Review
Focus on issues that requires
regular and ongoing checks.
Monthly
High Risk Supplier
Site Visit
Focus on issues raised over
the course of the previous
month.
CCIs
Conduct Dashboard
Action Tracker
Balanced Scorecard
Assurance Review
Report
Sanctions
ToolkitOversight
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17. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
SUMMARY
• Green calls – ID&V/Question/Listen/Understand, Affordability Checks etc
• Green Customer Experience, and The Right Outcome.
• Listen to customers and colleagues, deliver What Matters, Remove Barriers.
• Testing and support framework focussed on the end 2 end, learning and improving.
“We can't solve problems by using the same kind of
thinking we used when we created them.” Albert Einstein
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18. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
QUESTIONS ?
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19. © 2015 Lloyds Banking Group plc and its subsidiariesConfidential
THANK YOU
Dean.Ligtwood@lloydsbanking.com