core business change
Established in 2000 and given statutory powers in 2001, the Financial Ombudsman Service helps settle disputes between consumers and UK-based businesses providing financial services. In recent years the Service has faced unprecedented external pressure including mass complaints about Payment Protection Insurance (PPI) and a growing caseload of complex problems.
Between 2014 and 2016 and within a wide transformation programme, Project Management services were delivered, implementing 15 key strategic projects in a matrix environment which collectively helped achieve significant service improvement in its core functions. Compete project governance structures were introduced including Executive membership – a new concept for non-IT projects – laying the foundation for recommended future project management strategy. Leadership was provided to help produce numerous business cases, including projects for management and leadership skills growth, multi-skilling opportunities, caseload management and technical allocation tools.