Case Studies

Summary - Supporting a specialist bank in off-boarding a loan book

Situation - Following an agreement to dispose of a portfolio of loan assets and customer accounts to a specialist provider, our client sought to establish a business change programme to manage the end-to-end off-boarding process and to execute the changes required to business processes, regulatory responsibilities and administration platforms.

Task - CBS was asked to lead on the delivery of the programme and to ensure:

• Efficient maintenance of customer servicing,
• Integrity of customer data and financial & transactional data,
• Effective and comprehensive regulatory compliance,
• Delivery of commercial and financial outcomes.

Action -CBS provided overall programme management and led the operational, regulatory and legal changes.

Deliverables included:

• Programme management, delivery planning & execution and effective reporting to the Board, Executive & Stakeholders,
• Revised regulatory responsibilities including transfer arrangements through the phased customer migrations,
• Implementation of efficient operational processes to deliver the necessary level of service to both remaining and migrating customers,
• Developed and led plans for all staff impacts including retained staff, transferring staff (TUPE) and redundancies.

Result - successful delivery of the programme with key client outcomes met