Business Transformation – Customer Redress Programme at CPP Group.

CPP Group plc is a global financial assistance product provider, listed on AIM. They operate a business-to-business-to-consumer (B2B2C) model specialising in developing and delivering high-tech assistance solutions for the customer through Business Partners and direct to consumer.

The Situation.

From 2011 Russam assisted the business following an FSA investigation into product mis-selling and through a customer redress scheme that concluded in 2016.

The situation had a high media profile; with the FSA stating that CPP’s referral partners - including the high street banks - would also be investigated and that the number of consumers affected by this mis-selling scandal could be significantly higher.

The Solution.

Russam assembled and installed a transformation team to work with CEO Brent Escott. Its objective was to form the nucleus of a leadership team to transform the organisation. The team’s roles included:

  • Interim Group COO
  • Interim  IT Transformation Director
  • Interim Programme Director
  • Interim Risk Management Director
  • Plus a NED role to chair the audit committee

Results.

Implementation of a new IT platform and operating model, with the aim to deliver the highest possible level of customer service from a unified global operating platform, meeting all legal and regulatory obligations.

Confidence from the regulator and delivery of a new risk management framework

CPP was awarded 'turnaround of the year' award for its transformation journey by the Institute for Turnaround.

Contact us.

Call us on 0207 099 2222 or email HQ@russam.co.uk

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