In this abridged discussion piece – adapted from the transcript of our recent Consumer Duty webinar with GRR Consulting – Adrian Harvey, CEO at Elephants Don’t Forget, discusses why good outcomes depend on the first-line with Frank Brown, Director at GRR Consulting.
Discussion topics include:
- The convergence of compliance and operations: aligning the front, middle and back-office to achieve good customer outcomes.
- Preparing and engaging the First Line of Defence: reviewing the key areas firms are prioritising to support their first-line staff.
- Embedding and evidencing Consumer Duty: quantitative vs qualitative approaches to assessing and evidencing first-line competence against a principles-based regulation.