Design Case study: Enhancing And Evidencing Competence: Pension Administration

Case Study

The Problem

A major investment bank had a small group of individuals responsible for administering pension schemes. The bank was unable to find any publicly available training that would improve this groups understanding of the process and evidence competence. We were asked to develop training to meet these objectives and test the knowledge gained.

The solution

This is a technically complex area and the design needed to incorporate the bank’s own processes. The staff were interviewed to inform the training design and the banks processes used as working documents to improve familiarity with them and make the link to the regulations and law relating to pension schemes.

Rather than adopt a lecture style, which merely re-iterated the process, an innovative approach that turned the delegates into customers was used. By working through the process from the customers perspective the technical issues as well as the way the banks processes worked allowed a number of improvements in working practices to be arrived at.

To add value to the process the aspect of money laundering and fraud was included in the training using case studies derived from actual reports made to the National Criminal Investigation Unit.

A multi choice examination was created and tests were taken at the conclusion of the course under examination conditions.

The results

The course was so successful for the immediate target audience that it was repeated for a wider group including risk management, compliance and marketing areas.

All delegates passed the examination with an average pass mark of 85%.

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