TCF - Measuring the Right Things

Course Code:	3077
Dates:	On a date of your choice
Venue:	Central London
Course Fees:	Available on application
CPD Credits:	6

Also available to be run in-house to discuss your requirements contact us on 01327 858292
or e-mail info@ctp.uk.com

"Very beneficial course. I have gained a further understanding of TCF and how we can evidence it and embed it in our ways of working and in our procedures" – Nicola Bruce Scottish Widows "Was very useful to understand what & how the FSA may be looking for when visiting our company" Peter Coleman, AWD plc "The only TCF course/event I have attended where I have taken something away! Emma Cox, Commercial First Mortgages

TCF - Measuring the right things Course outline

Treating Customers Fairly has been a difficult concept to translate into hard measures of performance. The FSA's paper on Management Information has set some standards that they expect firms to meet and illustrated their points with case studies.

This workshop will use this information as the base point but will enable you to look at different scenarios and tackle more difficult practical issues such as:

• Have the real issues been uncovered and addressed?
• How can we build on existing data in a way that reflects TCF?
• What are suitable measures to prove that customers are being
  treated fairly?
• Where is the responsibility line drawn between product providers and intermediaries?
• What are suitable targets to set, is perfection necessary?
• Using reward and incentives to meet new targets
• Constructing reports for Managers and the Board
• Reaching the deadline
  

Who should attend?

This event is essential for anyone involved in business areas charged with producing Management Information or in the project work to implement TCF. If you're engaged in risk and compliance functions responsible for advising senior managers and building new monitoring mechanisms you will also find this workshop useful.

How delegates will benefit

Led by experienced and knowledgeable consultants who fully understand the practical challenges in meeting the FSA’s guidance, you will:

• Check your firm’s progress in delivering the outcomes in the context of the most recent FSA standards and guidance
• Translating the Consumer outcomes into useful outcomes for your firm
• Identify what meaures can you influence – producer versus distributor
• Identify the management information needs of your firm to demonstrate the performance of key controls over TCF
• Explore how to use existing data, such as, adviser KPI’s, quality measures, declined claims etc.
• Filtering MI so that the key elements essential to measuring TCF are identified
• Explore how a risk based approach can prioritise issues and reporting
• Identify how best to support the board and senior management in the event of a themed visit

Training Approach

This workshop is uses a combination of trainer input, knowledge sharing with interactive syndicate work and case studies. The group size is kept to a maximum of 15 to facilitate sharing of experience amongst the delegates.

Workshop leaders: Jayne Owen and Trevor Quinn-Thomas

Jayne Owen works with teams of senior managers to embed understanding of the FSA’s approach to regulation and their responsibilities for achieving the outcomes the FSA requires in the way they structure and run their business. Her many years experience in the financial services industry working across different firms with Ernst & Young and IMRO, enable her to provide a deep insight into the different ways that this topical subject is approached. Her time with Barclays and other leading financial services firms provides delegates with a facilitator who understands the barriers to achieve the TCF outcomes.

Trevor Quinn-Thomas has worked for Corporate Training Partnerships on a range of assignments where his understanding of business imperatives, FSA regulation coupled with superb training skills has enabled him to deliver some complex and challenging events. In the last 4 years he has been fully engaged in designing and delivering training programmes and providing regulatory advice on the rules of the FSA for mortgage brokers, general insurance brokers, insurance companies and lenders.

Trevor started his career as a financial adviser for Barclays Life Assurance and, unusually, moved to the Compliance function when regulation took hold. His communication skills took him into training and he left Barclays in 2002 as the Manager of Regulated Training for a sales force of some 1,500 people.

Programme Outline

SESSION	AIM	CONTENT
Reviewing the TCF environment.	To establish an up to date and common understanding of the TCF requirements.	Review the history of the TCF initiative The guidance on MI and Producers versus distributors Check that all areas have been captured that impact your firm.
Outcomes for your firm	To understand how to translate the consumer outcomes for your firm.	What the outcomes mean for different firms, product providers and intermediaries Who should be responsible for these outcomes What does that mean in practice Case study – setting bespoke outcomes and allocating responsibility
Identifying key measures for outcomes	To identify Key Performance Indicators for the outcomes you need to achieve	Typical MI available Identifying gaps and how to fill them Case studies – Measuring product performance; Measuring post sales service
Identifying key measures for outcomes	To identify management information that will enable the firm to monitor the performance of their TCF initiatives.	Review management information output against the FSA’s stated consumer outcomes. Create the key elements of providing the board with evidence that TCF is being achieved.
Using measures to improve TCF	To explore how to set targets that will improve performance	Techniques to set targets for TCF Using incentives and reward Syndicate exercise - Discriminating between controllable and uncontrollable drivers of performance
Reporting to senior management	To recognise the importance of trend analysis and layering of information	Using a risk model to indentify Indicators for different activities Using charts and graphs Syndicate exercise- from complaints data – create a high level report
Meeting the March 2008 deadline	To analyse what “finished” looks like and plan to meet the March deadline	Where are you now? Plans and timescales to reach the March deadline
Planning for an FSA visit	To gain an insight into what the FSA will look for.	Ahead of the visit Who the FSA might want to see How to present key messages from your firm

Money Back Guarantee

Corporate Training Partnerships offer a unique money back guarantee on all training courses.

 We guarantee our training workshops or your money back. If you are attending a CTP event and are not satisfied by lunchtime of the first day, simply turn in your training materials and you will receive a full refund.

  Attend one of our courses; then implement and use the strategies that you will learn and if you do not see measurable, tangible results in your performance then we do not deserve to keep your money - we will give you a full refund

Also available to be run in-house. To book or discuss your requirements contact us now on 01327 858292
or e-mail info@ctp.uk.com

Corporate Training Partnerships - Championing the Compliance Culture

Booking

If you are interested in booking this course, or if you have any questions, please call call us on 01327 858307.