Financial Services
More than ever, Financial Services must be adaptable to this ever-changing regulatory landscape, heightened by the increased levels of press coverage and political attention that we've seen all throughout the cost of living crisis.
Cheryl Richards
Principal
Financial Services
Achieve the exceptional in Financial Services
Disruption is evergreen in Financial Services. Customers expect seamless experiences, delivering more value through service quality, efficiency, and security - all within the confines of a tightening regulatory landscape.
Being able to anticipate and innovate is key to winning, approaching new challenges as opportunities for transformation. To lead the competition, companies must focus on:
- Delivering good customer outcomes, in line with regulations
- Innovating to grow seamlessly and sustainably
- Modernising and future proofing their business infrastructure
At BFY Group, we're rapidly establishing ourselves as a trusted change partner in Financial Services. Our FS team are leveraging over 40 years' industry experience to accelerate the transformation goals of our clients, through operational expertise and strategic insight.
The highest levels of customer service are driven by teams that are empowered to actually fix the customers problem. This is a cultural change – and a big one. It's the type of customer centricity that’s needed during the cost of living crisis.
Jonathan Paton
Senior Manager
Customer Centricity
Empower your teams for good customer outcomes
An effortless experience has never been more desirable for customers. In a world where technology and its accessibility are both rapidly evolving, customers expect a lot from the services they use. At the same time, the FCA's Consumer Duty is holding companies up to new standards of consumer protection, creating a double-sided challenge for the industry.
Knowing how to act, and when, is critical to avoid stagnation or expensive mistakes. Our team can help you to cut through the noise and pursue the most valuable opportunities, by providing insight on the operational best practices required for fair outcomes.
We support clients with:
- Embedding the principles of Operational Excellence
- Identifying and implementing service delivery improvements
- Delivering customer-centric leadership and team coaching
- Enhancing collections and debt recovery performance
- Managing and preventing customer complaints
- Governance, Risk Management and Compliance
- Lean Portfolio Management
Sustainable Growth
Embrace change through strategic innovation
Ignoring diversification is no longer an option in Financial Services. It’s not enough to offer just one service or product. Customers expect to see banking, investing, and insurance all under one umbrella - or namely a single app.
As specialists in Strategic Transformation and Organisational Change Management, we can help you to enhance agility across each organisational layer, building an innovative culture that embraces opportunities for change.
Examples of how we can help:
- Shaping business strategy and building strategic resilience
- Leveraging financial modelling to aid strategic decisions
- Delivering Lean and Finance Transformation
- Managing organisational change effectively
The need to adapt
Invest in a modern business structure
We're seeing an increasing strain on organisations that aren’t digital-first. Many are discovering that their legacy systems are no longer fit for purpose, moving to new systems to maximise opportunities for transformation and sustainable growth, providing they’re adopted successfully. Cheryl Richards Principal
Meet the Team
Our Financial Services Specialists
Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Josh Marlow
Senior Consultant
Josh specialises in Lean Transformation, helping clients to achieve Operational Excellence by optimising processes and improving customer journeys.
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Tom Deen
Consultant
Tom works with clients to maximise efficiencies, improve processes, and ensure strong relationships are maintained.
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Wade Robertson
Senior Consultant
Wade specialises in Transformation, Value Creation and Project Management, helping clients to identify and deliver on opportunities of significant value.
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Sophie Taylor-Jackson
Consultant
Sophie helps our clients to transform their business by identifying challenges, and realising potential efficiencies or optimisations.
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Steve Cheung
Consultant
Steve provides data expertise to our clients, helping them to identify opportunities, evidence business benefits, and develop objective performance tracking.
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Latest News
Insight from our FS team
Turning the tide – Complaints lessons for Financial Services
Complaints are on the rise in Financial Services. The FCA’s latest data (Oct-23) reports a 5% increase in volume between H2-22 and H1-23, and with regulatory pressure heightened across the industry – how can companies transform their approach to prevention and resolution?
Early-life collections – How to optimise your approach
As the demand for debt advice continues to break records (PayPlan, 2024), the pressure is mounting on Financial Services organisations to provide holistic, proactive support for those in difficulty.
Financial Services and Utilities – What unites these sectors?
In recent years, Financial Services and Utilities have become dynamic and fast changing. Customers sit at the forefront of both sectors, with their impact on daily life creating expectations for quick, frictionless, and secure interactions. And with ever-evolving expectation, comes greater challenges for the organisations that provide these services.
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