The challenge
A global wealth and asset manager had found potential issues with members’ Protected Tax Free Cash in some of its pension schemes. The firm needed the right combination of technical resource and operational clout to deliver a large-scale remediation project to avoid any further reputational damage
Our approach
The firm selected TCC to partner with a big four firm in a joint-delivery model to meet the project’s challenging needs. We were chosen for our industry reputation, strategic partnership approach, trusted expertise and operational breadth – supported by in-depth sector knowledge and an agile resource delivery model.
Utilising our capability as a leading provider of skilled, high-quality interim resource to the financial services industry, we rapidly deployed the skilled resource, at all levels, required to augment our partner’s team and ensure timely programme delivery. The success of the client’s project depended on the flexibility of our agile resourcing model.
- Our extensive, 30,000+ resource pool includes some of the most experienced and highly qualified pensions and investments technical reviewers in the UK
- Along with our specialist file reviewers, we provided exactly the right skills and experience needed to augment our partner’s existing team and hit the ground running
Our subject matter experts (SMEs) were on hand to provide technical oversight and lead quality control, ensuring the highest standards were met and eliminating the risk of rework.
Outcomes
Our collaborative approach, technical expertise and smart allocation of resource led to a integrated project delivery.
- The entire remediation programme saw an unexpectedly low level of complaints (less than 3%) and a customer satisfaction rating of 94%.
- Our client consistently provided positive feedback, noting the high levels of customer service our combined team delivered.
- Our flexible and scalable resourcing model enabled us to provide resource with the right knowledge and experience needed to deliver the project, including highly skilled pensions technical SMEs who were crucial to successful delivery.
Thanks to our complementary skills and successful collaboration, this partnership delivered the right outcomes for our client and its customers.
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- Pensions & Retirement IncomeTCC helps pension providers, retirement specialists, advisers, platforms and consolidators strengthen retirement income governance, evidence customer outcomes and manage regulatory risk. Our specialists support firms with retirement income reviews, ongoing servicing assessments, Consumer Duty programmes, DB transfer reviews, vulnerability frameworks, remediation projects and compliance monitoring across the customer lifecycle.
- Wealth Management & Financial AdviceTCC helps wealth managers, financial advisers, networks, platforms and consolidators strengthen compliance, evidence customer outcomes and manage regulatory risk. Every engagement is designed to deliver practical improvements, stronger governance and regulator-ready evidence. For more than 25 years, we have helped FCA-regulated firms navigate regulatory change, supervisory reviews and business growth.