Led a team of trainers to roll out PPI payments for an international bank

Combining 14 Systems to Track Financial History

The bank had systemic issues in paying out PPI claims due to the complexity of systems they had changed over time. 

The task was to train approximately 100 new staff via a external company to know all required information about PPI, how to use the bank systems and how to follow the procedure to ensure the maximum amount of money is paid out the banks customers. 

Creating the solution – In depth

To meet the challenge set by the bank, my team had to be given individual in-depth tasks to complete.

• The first person learned the systems in depth and worked with the systems team
• The second person learned the procedure and worked with the bank’s PPI procedure manager
• The third person made the learning materials
• My role was to oversee the work whilst completing the ADDIE documentation, overall structure and design of the course.

Meeting 1 – Agreeing on the strategy

We met as a team and agreed on who wanted to do what, it was clear who had the best strengths in each area.

Meeting 2 – Meeting the bank

We showed a brief proposal and outlook of the design we as a team created. The bank loved the offering and knew that we would deliver an effective training solution.

Meeting 3 – Meeting the SME

Once the training was agreed upon and outlined, we met the subject matter expert to run through the draft lesson plans and guides.

The subject matter expert worked closely with the team to curate the training materials and ensure that from day one, the training was consistent with the high-quality training delivery required.

Pre Training

We created a branded poster campaign that not only introduced the learners to the training but also introduced the surrounding staff to the project. This was designed to have what I call the “canteen effect”. The canteen effect is a method of pre-learning where the learners go to the canteen and meet people. If the marketing has worked, they may discuss the project and create strong support connections fixing simple things like best practices on travel, food, the building etc.

Training Delivery

Training was delivered to groups of 20 people over 3 weeks.

All attendees learned how to use all of the systems and follow the procedure. The bank had a strict auditing procedure overseas ensuring compliance.

THE SOLUTION