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Enabling Workforce Transformation at Provident Personal Credit Limited

Sector

Financial Services

FTSEs

1,200+

Offices

160+ Nationwide

The Challenge

 The new operating model replaced the 4,800 part-time Agents with 3,000 mainly full time Customer Engagement Managers. It was envisaged that c.2,000 Agents would be successful in securing one of the new roles, but that was purely an estimate and would leave an additional 1,000 positions to be filled. 

In addition, the restructure involved every level within the business, thus Area Managers and Regional Managers were also displaced and had to apply for new roles in the structure. The new operating model relied on the roll-out of new technology to provide routing and scheduling to front line employees, as well as a new customer platform – this all required training in, ranging from 3 days to train a Regional Director to 2 weeks to train a brand-new Customer Engagement Manager, totaling 17,000 training delivery days across all roles in the UK. Finally, we had just 7 months to complete the project! 

Solution: End to end Workforce Transformation Project

On and offsite blended team of:

  • Account Director
  • 42 Recruiters
  • 92 Learning and Development Business Partners & Trainers
  • 12 Project and Administration staff

Introduction of new operating model & starting with 4,800 existing self-employed agents transitioning to 3,000 FTEs (2,000 existing agents & recruitment of 1,000 new agents)

Outcomes

Within 15 weeks The Curve Group:

  • Generated and processed over 13,500 applications
  • Telephone screened over 10,500 candidates
  • Conducted 4,557 face-to-face interviews across 160 locations

Delivery of 193 training & onboarding courses totalling 17,000 training days

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