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© 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
© 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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© 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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© 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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© 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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© 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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© 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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© 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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© 2015 Lloyds Banking Group plc and its subsidiariesConfidential
KNOW YOUR CUSTOMER
Unplanned Life ChangesRedundancyDeath of a wage earnerDivorce
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 abouttheir current level of debt.
31% of 18-24 year olds in the UKAre considered over indebted
17% of those in debt actively seek advice
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© 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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© 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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© 2015 Lloyds Banking Group plc and its subsidiariesConfidential
WORK WITH YOUR CUSTOMER
What are you doing to REMOVE THOSE BARRIERS ?
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© 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 solutionWhat 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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© 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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© 2015 Lloyds Banking Group plc and its subsidiariesConfidential 15
CHECKING QUALITY AND ASSURANCE
Framework to test and assurance
Third Line of Defence (Audit)
Second Line of Defence (Risk Division)
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© 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.
CCIsConduct Dashboard
Action TrackerBalanced Scorecard
Assurance Review Report
Sanctions
ToolkitOversight
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© 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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© 2015 Lloyds Banking Group plc and its subsidiariesConfidential
QUESTIONS ?
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