In this abridged discussion piece – adapted from the transcript of our recent Consumer Duty webinar with ClearStep Consulting – Adrian Harvey, CEO at Elephants Don’t Forget, discusses how firms can improve their approach to Training & Competency (T&C) with Lynne Hargreaves, T&C SME and Director at ClearStep Consulting.
Discussion topics include:
- Approaches to T&C: a review of changes and uplifts required to T&C frameworks to meet new expectations.
- Practical implementation: effective methodologies for assessing and evidencing staff understanding and application of Consumer Duty.
- Mapping T&C across the customer journey: critical considerations mapped against the Cross Cutting Rules and Four Outcomes.
