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PPI (Payment Protection Insurance)

A change programme to ensure Quality Assurance around compensation payments made to customers following the mis-selling of PPI (Payment Protection Insurance). Reconciling 'payment promises' against physical payment records, and enhancing existing controls & processes to assist with the future accuracy of payment management.

ea were asked to mobilise a team of 30 change professionals to assist with the population of seven initial work streams. Due to business critical commitments we were asked to oversee the entire process from candidate identification, interview, contract negotiation, to the successful completion of security vetting to LBG policy standards.

Work Completed

Following our initial engagement with the Global Payments Change Director we liaised with a number of the existing programme managers and the PMO function to identify the exact needs for resource, and matched our pool of successfully interviewed candidates against these needs.

We completed the on boarding of 30 associates over an 8-week period, providing a range of Data Analysts, Test Analysts, Business Analysts, Project Managers, PMO resource and Training Managers. A number of the roles required individuals with a background of financial control and reconciliation, mixed with extensive business change experience within banking.

Whilst initial contracts were set up for a period of three months for the entire team, this was then extended for a further 6 months as the size of the challenge was realised by the client. ea continued to manage the day-to-day relationships with deployed candidates and also engaged on 'phase 2' to assist with the provision of 15 more specialist change professionals to meet the evolving demands of the client.


As a result of ea's solution, the bank was able to reduce costs considerably against traditional consultancy spend; whilst also successfully meeting the delivery timelines set out by the regulator.