Change management

The brief

A wealth management firm relied on manual, paper-based signature processes. The aim was faster, more compliant signing and a better client experience, with everyone actually using the new system.

What I did

• Gathered requirements and mapped the existing paper workflows, then redesigned them for the new tool
• Configured templates, permissions and signing workflows to fit how the business worked
• Owned the change strategy: engaged stakeholders and departmental champions to build adoption and deal with resistance
• Designed and delivered training (guides, sessions and support material) to onboard 700 staff

The result

• Delivered end to end, from requirements through to go-live and adoption
• 700 people trained and onboarded
• Post-launch support, with usage tracked and reported back to leadership
• Issues picked up and resolved after launch, so the change held

The brief

A large UK bank had a severity 2 control-led audit issue. Content across all its online channels had to be identified, reviewed for relevance and accuracy, and signed off by the people who owned it.

What I did

• Built tools to inventory content across every channel, then categorised it and risk-rated each category with Legal, Compliance and Finance
• Split the review into two tranches (high, and medium and low risk) and agreed primary and secondary owners with the heads of department
• Created master and child tracking tools and management information to keep leads up to date
• Analysed 15,000 URLs for UK-owned content and fixed incorrect redirects and outdated sites with technology
• Wrote attestation memos to show Audit how the review had been completed

The result

• 1,433 high and medium-risk items reviewed, with every tracking tool fully completed
• Audit result: satisfactory, with comments on the thoroughness of the review
• Everyday procedures and process maps put in place so the process stayed in the business, backed by training sessions and guides