In the Know: Issue 01

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  • 15 Dec 2015

    Defining Conduct Risk

    WHAT IS CONDUCT RISK? Since the FCA took over supervision of the consumer finance sector from the OFT and published its Risk Outlook in 2013 - Conduct Risk has rapidly become the new buzzword and a constant talking point for Regulators & industry leaders - with many businesses frantically trying to implement change programmes to make sure an appropriate culture is embedded in their businesses. The cause of much concern is - does anyone really understand it? In fact the FCA make a point of not defining it – the view seems to be that the firm itself should define the concept according to how it affects them. This leaves many firms with a dilemma of introducing appropriate principals of Conduct Risk across multi roles and business sectors.
  • 01 Dec 2015

    The Search for L&D Utopia

    SINCE 2009 DSW HAVE BEEN SANTANDER’S CHOSEN LEARNING PARTNER. WE CAUGHT UP WITH SANTANDER’S HEAD OF LEARNING, ROB ASHCROFT TO LEARN. EXTRACTS COVERING HIS VIEWS ON THE SECRETS BEHIND THIS LONG STANDING PARTNERSHIP AND THE EMERGING TRENDS WITHIN L&D ARE SHARED HERE FIRST OF ALL ROB, CONGRATULATIONS ON THE NEW ROLE
  • 01 Dec 2015

    So ‘Y’ are the Millennials Different?

    The ‘Veteran’ Generation worked hard and respected authority. Their experiences through World War Two moulded them into a group who believed performing their duty was more important than having fun and rules were there to be followed. Work was an obligation. This had a significant impact on the leadership styles that they responded to and the motivational factors that drove them on. ‘Baby Boomers’ saw the post war rewards for hard work and became workaholics. They felt stifled by authority and openly challenged it. They viewed itself as an exciting adventure. By the time the ‘Gen X’ers’ came to the fore
  • 01 Dec 2015

    Harness the Behaviour in the People You Work With

    READ THE DIFFICULT EXPERIENCE JONATHAN HAD ONE MORNING AND HOW HE COULD OF AVOIDED THE OBSTACLES ENCOUNTERED IF HE HAD LEARNT HOW TO RECOGNISE BEHAVIOURS AND MANAGE THEIR IMPACT MORE EFFECTIVELY. 09.00am Jonathan arrives at his office on the 4th floor of his company’s head office in London. He is a Senior Manager of the organisation which provides a back office outsourced function for clients within the banking & finance sector. As he looks out of his window, the morning is as foggy outside as it will seem inside to Jonathan as he goes about his day. 09.10am Jonathan reads a terse e-mail that says,
  • 01 Dec 2015

    Conduct Risk: Top Tips

    Embed The Right Culture Promote a culture of prevention and detection Encourage people to ‘speak-up’ without fear of consequences Move away from traditional sales led bonussystems and look at ethical and customer focused rewards Use training to embed the culture deep within the organisation (top to bottom) Empower Staff To Provide The Right Customer Solutions Ensure training is focused on treating customers fairly Give your staff the necessary supporting aids e.g. product information sheets Embed conduct risk considerations into any new product launches and throughout its lifecycle
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