Training and Competence (T&C)
Competence can be defined as the ability carry out responsibilities without constant supervision. A successful T&C scheme, therefore, must start with an appropriate job description or role profile.
It determines recruitment and selection criteria and identifies any particular induction requirements. Initial competence sign-off must be based on personal role accountabilities and ongoing supervision should test the standards required. Annual appraisals should be the opportunity to establish if the role profile still reflects the job before planning maintenance and development activity.
We are able to support T&C in a number of different ways:
- Developing an appropriate T&C scheme and role profiles
- Probation and sign-off of competence
- File checking and feedback
- Observations - live, taped, role-play - and coaching
- Support with annual appraisals and assessments
Regular knowledge and skill testing
Many firms find it useful to run formal annual tests in order to confirm confidence. These can cover standard industry requirements for regular checking of subjects such as data protection, fighting financial crime and complaints handling. They can also include in-house testing of products and procedures consistently across the business.
We have created and maintain a number of question banks used for annual testing. These cover a mix of market knowledge and in-house product knowledge and procedural requirements. Question writing is not always a straightforward as it sounds and care is needed to create unambiguous questions that genuinely test the ability of the candidate.
Review and sign-off of product literature
We regularly review and report on the appropriateness of policy documentation.
This can include policy and key features documents as well as sales and marketing literature. The aim is to confirm that all client communications are clear, fair and not misleading, and that any relevant handbook requirements for prescribed text, for example, are fulfilled.
Our report back confirms that documents are consistent with treating customers fairly and may be accompanied by recommendations for improvement, where appropriate, presentation and wording.