Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level.

Published on 27 April 2015

2015 Innovation & Transformation Awards: Risk & compliance: see how confidence sets people free at Direct Line Group

See the full Case Study.

Who should attend? Whether a leader, part of a quality or compliance team or looking for greater insight, this is for you if you need join up compliance, customer experience, process and quality.

A major reform of quality & risk assessment is releasing people to have better customer conversations. This has improved customer outcomes & grown the business, with 50% more tests at 40% less cost.

Understand how to move to customer outcomes in a regulated environment
Learn how critical risk checks are now made by an offshore team, enabling an increase in checks
Discover how this has enabled experienced on-shore assessors to drive greater insight, improved customer outcomes and greater frontline engagement.
See how a different approach to assurance, using a combination of offshore and onshore resource, means you can do more with less

A radically new approach by the Customer Assurance team has unleashed the business and given confidence to frontline teams, by putting in place a far stronger risk management framework that has also been delivered at 40% less cost. This contributed to a £1billion, business-wide cost-saving target. Moving away from lengthy scorecards, key risks are now clearly focussed and understood at all levels in the business. Testing is scaleable and transparent, with critical risk checks now undertaken by outsource partners off-shore – a first in the UK Insurance market. Existing experienced assessors on-shore are now responsible for deeper insight, with enhanced outputs and reports for the business. Crucially, ‘declined challenges’ are down 47% (77% net) demonstrating a far greater understanding of regulatory tests by the frontline teams.