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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. 

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

Published on 25 April 2016

2016 Innovation & Transformation Awards: Great service: plan for processes that make life easy at Geoban

See the full Case Study

A strong cultural identity, built around professionalism in service delivery, has transformed the back office at Geoban, in the face of complex challenges from consolidating diverse banking brands and an industrywide explosion in PPI claims. This is underpinned by Quality, Control & Productivity (the ‘triangle’) and a new central Command Centre, which brings together planning & insight functions. New approaches to planning & insight are supporting a culture of collaboration, improving end-to-end customer journeys. Customer journey times are down a third in mortgage validations, ‘straight through processing’ is now c80% and service level breaches are almost eliminated for Subject Access Requests (SARS), despite a 32% surge in volume.

Key Results

  • 98% reduction in SARS regulatory breaches in spite of 32% increase in demand in 2015
  • 1 day (33%) reduction in customer journey for TD Validations
  • 50% improvement in TD Validations experiencing the optimum customer journey. Straight-through processing up from 50% to 78%
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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

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