Service Overview

Building a strategic framework for your business to drive efficiencies and value.

Informed by our extensive work in the marketplace, we build proven operating blueprints outlining how your functional area needs to be structured and operate to achieve your strategic, consumer, regulatory and business goals. We provide a framework for aligning people, processes, technology, and governance to deliver well controlled functions to ensure good outcomes for consumers and your business.

Typical Operational areas we cover:

  • Complaints

  • Remediation

  • Collections/BiFD

  • Vulnerable Customers

  • 1st Line Quality Assurance/Outcome Monitoring

Square 4 FCA consultancy Logo

Service Benefits

  • Strategic alignment: ensuring that all processes and resources are focused on supporting your strategic objectives and growth plans.
  • Our extensive industry experience ensures that models are designed with regulatory adherence and compliance at their core.
  • Streamlined processes, bringing efficiencies and cost reductions for your business.
  • Cleary documented Customer Journeys and processes, resulting in improved outcomes and customer satisfaction levels.
  • In-built flexibility and agility within any recommended model to allow you to react to future market changes and demands at pace.

Benefit:

A Target Operating Model (TOM) provides a blueprint as to how your operation should be structured and run in the future to bring value and prepare you for growth.

Our experience across the sector allows us to quickly identify gaps and risks within your Current Operating Model.  Unlike traditional reviews, we work with you to address these issues, and outline recommendations aimed to bring efficiencies and reduce risk through a streamlined TOM.

An effective TOM will result is less time being wasted on unnecessary activities or seeking excessive validation, reducing overall costs for your business.  These efficiencies will also improve service levels, driving improved outcomes and customer satisfaction results.

The firms we work with also report an increase in colleague engagement and morale following TOM activities, as clear processes and structure have given colleagues autonomy and a sense of purpose that was previously missing.

Further depth & detail:

For any operation to be successful it requires strategic oversight of people, processes, technology and governance.

An effective Operating Model enables this, providing the framework as to how the various elements and your people should operate together to deliver your company’s goals. Signs that suggest your current Operating Model requires review could be any combination of:

Square 4 can help address these common problems, and bring to life how your operation should be structured to deliver your strategic objectives, and also build in the flexibility and resilience required to cope with future changes.

FAQ

Q. What is a Target Operating Model (TOM)?

A. A Target Operating Model (TOM) does not describe your current operation.  It is a blueprint and series of recommendations that sets out how an operation should be structured in order to efficiently deliver its objectives and growth aspirations.  Our review process starts by assessing and understanding your existing operating model, which allows us to identify your current gaps and challenges. We will then design an individual recommended TOM, which will cover how your functional area needs to be structured and operate to achieve your strategic, consumer, regulatory and business goals.

Q. Why is it important?

A. An outdated or an ineffective operating model will cost your business considerable time and money.   However, when your Target Operating Model is designed correctly this will drive efficiencies and cost reductions, ensure good outcomes for your customers and support your future growth aspirations.

Get in touch today

Get in touch

News & Insights

Sign up to our Insights

    Download White Paper

      Privacy Policy