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Case Study : Volume – Customer Experience

A large UK Retail Bank reached out to Kind via their RPO, who we had a good working relationship with. The client expressed a need for volume support on a business critical project, utilising our Kind Agile Solutions offering to get the talent they needed in place fast.

As this project involved multiple business areas, our team carried out initial consultations with several “Head Of” role-holders throughout the business. We identified and discussed the key responsibilities of the positions and agreed on time-frames for sourcing, interviewing, offering and starting all the roles needed.

We conducted a large-scale campaign to identify the most relevant candidates, looking at both active jobseekers and passive Customer Experience professionals who we recognised as being very strong matches for the project, as well as the relevant best-in-field contractors already on our Kind Agile Solutions bench

We crafted an initial longlist based on candidate skills and experience and then conducted first stage interviews ourselves via Teams calls, selected the best possible candidates, who had the necessary skills and experience and were also a good fit for project in personality and career goals, and submitted these to the client for review and the second stage interviews.

Following that second round of interviews, the client hired 75 of our contractors all within the agreed time frames.

Our contractors have been repeatedly extended with many of them being offered permanent positions.

The client gave very positive feedback on our team’s efficiency, communication, speed and quality, which has resulted in a number of other business areas requesting Kind Agile Solutions to partner with them for their interim projects.

Do you have volume hiring needs within Financial Services ? Get in touch for a confidential discussion about how Kind Consultancy may be able to build a tailored Financial Services recruitment solution for you.

Vulnerable Customers

One of our clients, a consumer finance business, reached out to us as they were experiencing a substantial increase in the number of Vulnerable Customers and associated complaint cases. The scale of the increase and the need for specialist skills was beyond their existing resource.

We worked with the client to make a plan – we would supply a full team of 14 people to focus exclusively on the vulnerable customer cases.  We immediately contacted the contractors on the Kind Agile Solutions who we knew were available for a new project and had Vulnerable Customer expertise.

Because we had made sure to build up a pool of specialist Vulnerable Customer talent within Kind Agile Solutions, we were able to have a full team on site and working on cases within 10 working days from the initial contact. The client has repeatedly renewed the contracts of the team, with VC case numbers remaining high due to increasing vulnerability in the customer base, and our KAS team continue to be the core of the response strategy.

Head of Compliance & MLRO : Case Study

Kind Consultancy was approached by an international investment fund active in multiple locations across Europe and North America. Previously, their UK operation had completely outsourced its Compliance function. They were looking to expand their UK base, including creating an in-house Compliance team, beginning with a Head of Compliance and an MLRO.

Working on an exclusive, retained basis, we helped our client to build the job brief, incorporating our knowledge of the current Compliance and Financial Crime landscape in the UK. We then conducted a detailed search and market mapping exercise using a mix of methodology. Our team reached out to people in our existing network who we knew had the specialist skill set our client was looking for. Next, we identified passive candidates we believed would be perfect for the role and made confidential approaches.

Our final shortlist contained only the very best senior Compliance and Financial Crime professionals who had the expertise to take on strategic, leadership roles in a new department. We focused on individuals who had previously held SMF16 and SMF17 functions, or who were of a calibre that we trusted to be ready to step into an FCA-approved role. We also were careful to pre-screen any candidate on the shortlist to consider their personality and culture fit within our client’s existing senior team, making sure their long-term career goals were aligned with the business’s plans.

After interviewing our candidates, the client successfully appointed their preferred candidate and was extremely happy with the quality of people provided. We’ve remained close to both the Head of Compliance and MLRO post placement and have subsequently provided them with more junior staff to build out their new teams.

Want to learn more about how Kind Consultancy helps clients across Financial Services and Banking? Check out our other Case Studies.

Follow the Kind Consultancy LinkedIn to keep up with our latest news and to be the first to learn about Compliance and Financial Crime job opportunities.

AML – International Client : Case Study

In our Case Study series, we walk you through the methods we’ve recently used with one of our clients, to give you a glimpse at just some of the carefully tailored approaches Kind Consultancy can use to suit the specific needs of the organisations we work with. This week, we take a look at an international case.

The Client

As well as clients across the UK, Kind have also helped international clients with their AML needs. Kind Consultancy worked with an international bank who had suffered a serious and well-publicised Compliance and Financial Crime failure. Resultantly they were looking to completely transform their Compliance function and they wanted to tap into the internationally renowned Compliance talent in the UK.

The Approach

We contacted 20 of the very best AML and KYC Analysts and Compliance professionals with Project Management and Transformation experience. They were deployed to the client’s international sites within a matter of weeks and began leading and assisting in the total overhaul of the bank’s Compliance and Financial Crime approaches.

The Result

Our team helped the end client to successfully build and embed new Financial Crime frameworks and develop a much more positive Compliance culture, across multiple countries and regulatory jurisdictions. The bank has kept on some of our staff as permanent members of the Compliance team and has not had another failure since we began supporting them.

[Read the full series of Kind Consultancy Case Studies to learn about the different ways we help our clients achieve success]

[Keep up with all of our news including the latest AML opportunities by following us on LinkedIn]

Motor Finance : Case Study

A fast-growing digital Motor Finance lender had a significant increase in quality complaint volumes. The organisation’s permanent complaint handling team was in its infancy, with the business still in the process of recruiting staff. The time needed to place and train these people, however, meant they needed contract support, on-site and at work fast to keep their complaints within their service level agreement.

The Motor Finance company contacted Kind Consultancy seeking experienced Complaint Handlers with an understanding of the motor industry, who could hit the ground running to immediately attack the volume. Kind Consultancy had a pool of people on the Kind Agile Solutions bench who were pre-qualified and pre-screened complaints professionals; people who the Kind team trusted to deliver high-quality work, who they knew to be available and who could be on-site fast. A total of 10 contractors were deployed and were fully operational with the company within 10 working days of the request arriving.

The contractors played a key role in significantly reducing the number of complaints and enabled the business to take the time to recruit and fully train their permanent complaints staff, with two of the Agile Solutions team joining the organisation on a permanent basis.

[Read the full series of Kind Consultancy Case Studies to learn about the different ways we help our clients achieve success]

[To keep up with all our latest news, including new Complaints contract opportunities, follow Kind Consultancy on LinkedIn]

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A specialist recruitment and executive search firm specialising in interim and permanent Governance, Risk, Compliance, Complaints, Financial Crime and Change & Transformation roles across Financial Services

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