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Group Structure
We have the skills and experience to provide services, support and advice across our customer-facing divisions and a number of group functions.
The Supporting functions will continue to have a solid reporting line to Stephen Hester for policy content although they will now form part of wider Support and Finance functions for administrative purposes.
Our Support Functions are organised into the following business areas:
Group Communications
Working together with all divisions of the Group, we develop the tools and communications that will both protect and develop our reputation. We handle press queries, understand the latest economic trends, support internal projects and make sure our messages reach the right people, at the right time in the right way. Our specialist teams are:
- Media Relations
- Group Economics
- Public Affairs
- Brand Communication
- Corporate Responsibility
- Research
Group Economics
We provide thought leadership, commentary and insight for our people, customers, the media and other interested parties. We support strategic decision-making, credit and risk management and business development activities by understanding economic trends and their implications. We bring ideas, value and confidence to our business.
Our specialist teams are:
- Macroeconomics
- Microeconomics
- Emerging Markets
- Research
Group Customer Relations
Group Customer Relations is responsible for the way the Group's staff handle and resolve complaints for our millions of customers. We work with our divisions to ensure that they equip their staff properly to handle complaints well and that businesses are taking action to resolve the underlying problem for all our customers. We also deal with customer complaints coming in to our executive - we investigate the background and brief executives on the issues. We then take steps to ensure that other customers don't suffer the same problems. On top of that, we also provide clear and up-to-date Management Information, on areas that concern our customers, to the Group Executive.
Our key tasks are to:
- Review and evaluate performance measures to improve efficiency across the Group, which in turn will enhance our customers' perception of us.
- Liaise with external groups, such as the Financial Services Authority and the Financial Ombudsman Service, on cross-divisional complaint matters.
- Regularly benchmark our complaint handling activities against recognised world leaders inside and outside the financial services industry.
- Disseminate best practices across Group companies.
- Review and contribute to service recovery training across the Group.
- Oversee the design, development, implementation and ongoing administration of a Group Complaints Management System.
Group Human Resources
We are responsible for recruiting, motivating, engaging, developing and rewarding all our current and future employees.
Our services are provided by business partners, project-based HR Consultants and a range of technical specialists, including:
- Remuneration and Benefits
- Policy and Employment
- HR Shared Services
- Health, Safety and Wellbeing
- Group Resourcing
- Group Organisational Effectiveness
Group Strategy
Our mission is to support the Chief Executive and the Executive Committee in the development of the Group's strategy.
Our objective is to ensure that the Group has the right portfolio of businesses, active in the right markets supported by the appropriate allocation of capital and other resources.
Our role also includes working to ensure that cross-business opportunities are identified and maximised. The team is closely involved in the identification and execution of major Group transactions and we co-ordinated the Strategic Review initiated by Stephen Hester in November 2008.
