Written on 24 Apr 2018
Bringing in a subcontracted remediation project manager frees up a business to concentrate on actually doing business while an underlying problem is addressed by experts.
With situations such as PPI claims, institutions can find themselves swamped with complaints while they are still trying to get a handle on what exactly went wrong and what they have to do.
That’s where experience in the problem and the particular business sector are essential. At Momenta Group, we have both in abundance.
Handing over the task to our remediation project managers allows the business to continue concentrating on growing and developing while the subcontractor sets about delivering a solution to the problem.
The best results require a fast, agile and flexible response. Our teams arrive and quickly assess the situation and bed in with existing workers, processes and systems.
They then set up the workflow subcontracted staff will need to go through as they address the problem, building on experience acquired on other projects.
There’s an immediate need to establish trust – the team could be on the case for a long time, as in one remediation financial services project that we ran for a client for more than five years.
The importance of the remediation exercise not becoming a drain on resources cannot be underlined enough. Rather than diverting finances from other areas and retraining internal staff, using a subcontractor provides a cost-effective solution.
We have access to expert remediation programme and project managers who are adept in passing on their knowledge to the specially trained team that will take care of the day-to-day running of the account.
The involvement of external experts also provides a learning opportunity for clients, expanding their knowledge and allowing them to gain an external insight into the workings of their company.
Employing a professional services support company such as Momenta also allows more responsiveness to peaks and troughs in workflow during the contract, while maintaining a consistent approach with clients and complainants.
Once the contract is at an end, there is a smooth return to ordinary practices for the client – as the onus has been on us, the subcontractor, to provide the remediation services. This also has the advantage that there is no need to retrain staff to their original roles.
The final stage of the project involves a review of the outcomes to ensure that the client’s objectives have been fulfilled.
That’s also an opportunity to transfer further knowledge and skills to internal staff, while supporting the business in the interim period.