Customer Channels & Operations Management
1 minute read
Sep 30, 2016
Written by: Shawn Sweeney
When I begin working with a new client or team, there’s one thing I listen for to give me an indication of how well the team delivers. The questions, or lack thereof, that the leader asks. To ensure consistent delivery, leaders need to be asking these critical questions on a regular basis:
Because these questions are so critical to success, we’ll spend more time in future blogs diving deeper into each one. Until then, make sure you’re using these powerful questions on a regular basis.
If you’ve spent any time in the last ten years in or around compliance, you’ve likely heard about the “three lines of defense” (3LOD) model – business units are primarily accountable for compliance and are considered the first line; the compliance team is the second line, checking the work for the first line; and internal audit operates as an independent third line assessing the first two lines. While the model has been widely accepted (and in most cases expected by regulators), the approach has been gaining some critics. The growth of the FinTech industry has caused many to question how viable and applicable the 3LOD model is for smaller organizations. While the concept is solid, it’s time to adapt the model to account for the wide array of organizations now operating in Financial Services.
Risk Management & Regulatory Compliance 2 minute read
Everywhere you turn or click these days, there’s a new story about how COVID-19 is impacting every aspect of the global workforce for the foreseeable future. Thanks to this giant disruptor, such is the case with Fortune 500 financial organizations who’ve uprooted Customer Service Representatives (CSRs) from contact centers into the comfort (or depending on their personality or circumstances, discomfort) of their home.
Risk Management & Regulatory Compliance 6 minute read
As we’ve learned from consumers during the COVID-19 pandemic: Banks need to seize this digital moment before they become mere marketplace memories.
Customer Channels & Operations Management, Business Strategy, Digital Transform 2 minute read
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