201504 CM April

IN BRIEF :
From the left: Gill Taylor, Debbie Tuckwood, Ian O'Doherty, Philip King, Karen Gresy and Alan North.
The feedback that we have had from our
teams has been excellent in terms of both
content and quality of the CICM trainers ...
this exceptional interest, MBNA ensured that
all who expressed an interest received
at least one of their development choices.
Alan North who heads up the Credit
Risk Strategies and Enterprise Analytics
(CRS&EA) division and has championed
the CICM program since 2013 said, “The
Business Schools, Masterclasses and CICM
Corporate Membership have provided an
ideal opportunity for our organisation and
employees to invest in their future. The
feedback that we have had from our teams
has been excellent in terms of both content
and quality of the CICM trainers. We are
delighted to be able to build on our original
two year program with ongoing education in
2015.”
In the first year over 180 benefited from
either a Business School course or a oneday
Masterclass covering fundamentals
of credit risk. Sixty passed exams in
Consumer Credit Management or Business
Environment and a further 45 are studying in
the second year.
– ALAN NORTH
(CRS & EA) DIVISION
Feedback from participants, particularly
about the teachers has been very positive.
Courses have met their needs and
expectations and are recommended to
colleagues. The programme continues to
grow with new Masterclasses being added
to address specific skills gaps, such as
US and UK regulation, macro and micro
economics, presenting the case, and
advanced credit risk. MBNA has also rolled
the programme out to other lines of the
business.
The programme has delivered great
results with the team citing the investment
made in the development of staff, including
the range of education and training available,
as one of the top reasons that MBNA
is a great place to work. The success is
borne out by the participation in the CICM
programme that increased by 20 percent to
67 percent in the second year. Underpinned
by CICM learning and development
programmes, the team also achieved CICMQ
accreditation in record time.
THE CUSTOMER
MBNA is one of the UK’s leading credit
card issuers and part of Bank of America
Corporation (NYSE: BAC). It provides a
range of own-brand and affinity credit
cards, including some of the best-known
names in the UK, such as Virgin Atlantic,
Manchester United Football Club, WWF and
the AA. It was voted Credit Card Provider of
the Year for the second year running in the
Consumer Moneyfacts Awards 2015. MBNA is
headquartered in Chester with large teams in
consumer credit risk and collections.
THE CHALLENGE
To maintain a positive, engaged workforce
and retain employees with essential skills
during a period of business uncertainty.
THE SOLUTION
CICM’s Corporate Membership delivered a
flexible and tailored package of qualifications,
Masterclasses, monthly newsletters and
quarterly support from CICM educational
specialists which complemented other MBNA
initiatives. CICMQ helped benchmark MBNA’s
credit operation against best practice.
THE OUTCOME
The enhanced range of education and training
has been recognised as very positive by staff
and reflected in high scores for employee
engagement. For the business the enhanced
skills and qualification of the team and
achievement of CICMQ in record time have
contributed to the high standard of work and
business improvement.
The recognised standard in credit management
www.cicm.com April 2015
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