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Financial Services Change Leadership 

The Engagement

Capital Finance (later acquired by HBOS) had to undertake a major change that included a significant downsizing exercise, concurrent with the adoption of new technology and processes to better meet its business objectives and service level agreement key performance indicators.  A key part of this change was the development of leadership in depth within the business unit in order to facilitate the change, increased accountability, initiative and innovation in order to improve performance on an on-going basis.


The Client Perspective

My organization has worked with Jeremy Tozer and his team for the last two and a half years. During this time we have been undergoing rapid change in all aspects of our business. They quickly developed an understanding of what we do and formed partnerships at the organizational and individual levels. They continually clarify what we are trying to achieve and provide honest feedback when required. Many factors have been at play but their contribution to our results through their leadership development programmes has been significant. The major results are as follows:

  • An anticipated two-year change project has been implemented in 12 months

  • Applications processed within service level agreement turnaround times have risen from 40% to 94%

  • A fully functional quality control system is in place; vetting has increased from 37% to 100%

  • All leaders are able to lead their teams in difficult times, taking change easily in their stride

  • A multi-skilling programme has been implemented in the last six months across all disciplines with ‘mentoring’ running across the organization

  • A fraud prevention unit has been implemented

  • Morale is high

  • “Best Practice” procedures have been implemented or enhanced.

The team continues to work with us seeking out new opportunities to help us to drive the business forward, rather than trying to repeat past interventions, as we are now capable of running those independently.”

Mike Begg, National Manager Risk Management, HBOS Australia

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