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FRAUD & CONFORMANCE TEAM
HANDOVER DOCUMENT
PREPARED March 2012-03-03
By Cathy Macdonald
revised July 2012
Colette McAteer / Alison Bolsover
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Team PUrpOSe ooo. cecsetesesteseseeseseessneees :
Software used to. identify fraud and non conformance:
Team MEMbeFS....... eee cieeieeteseeseetestereestene
GL Accounts...
Key tasks iteam member responsibilities . . . fees
Fraud Indicators SUMMAPY ooo... cece ieessereetssstisesesseeessestesesssessesseeseesenseaneeese
Fraud Indicators — detail...
Cash.
Cheques.
Branch Trading.
Debt... :
Transaction Corre :
Scratchcard stock
Missing Green Giro —
E top up reversals ..
Stock Adjustments ..
Spoilt /Rejected labels
Escalations .....
Robberies ....... .
Crowns... seeseseesstesesvenessssienessssseeesneseee
Branch Trading - - Calendar. monitoring process .
ONCH ieee eecssseeccsssnetsssssnessssieccassnesesenencesseess
Development
Support to other areas
Network Performance Team
Security .........
CURRENT ISSUES.
RISK AREAS
Improvements / To be considered
Key Contacts from around the business .
Appendices...
Guide to Contract Advisor role
Settling Local suspense
Skills matrix.
Escalations process
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Team Purpose
To identify non conformance and fraudulent activity within the branch
accounts .
Since 2008 additional agency resource has been used on the team to enable
detailed Branch Investigation. This resource has been utilised to check branch
accounting activity and also has been used to identify new fraudulent
indicators. It has also been used to support elements of the Santander
contract with POL to address non conformance and identify fraud relating to
Green giro transactions and despatch
To develop and enhance Fraud indicators strong working relationships have
been formed with Security, Network and Cash Inventory in order to share best
practice, knowledge and experience.
Since the introduction of these roles the value of new debt has been reduced
from £7m to £2m in 2011.
Any Audit loss of over £20k that has not been identified by the team should be
analysed and lessons learned incorporated into BAU process. It is essential to
regularly review the teams’ processes and priorities in order to maintain the
reduction in new debt.
Software used to identify fraud and non conformance
POLSAP
CREDENCE
EXCEL
ACL is available on 2 PC’s although capability to use this software on the
team is negligible
Team members
POL STAFF AGENCY STAFF
Eleanor Kimberley Andy Baker
Caroline Bramley lan Crookes
Rob Atkinson Mark Frost
Louise Wilkins Andy Wynn (leaving)
Dawn Shaw Adam Torincsi
Jane Gambles
Rebecca Clarke (Term Time Cover)
Jane Graham
Sandra Daykin
Robert Needham
Richard Marples
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GL Accounts
GL Number I GL Name Description Other useful info ( I Duty
for more detail see I Holder on
probity document) I team
250159 Robbery Movement in Provision calculated I Robert
Provision Robbery Account I using balance of Needham
539107 & 539108
250502 Crown Losses Losses posted at I Links to Jane
Branch Trading 250502/250750 Graham
250503 Crown Gains Gains posted at Links to Jane
Branch Trading 250503/250750 Graham
250750 TC Write off Transaction Links to Jane
Corrections 250502/250502 Graham
accepted using
the TC write off
option in branch
250551 Stamp Vending Stamp vending Only used by Jane
losses Crowns Graham
250554 Goodwill Compensation Only used by Jane
paid to customers I Crowns Graham
250555 Local Purchase e.g. to by Only used by Jane
essential items in I Crowns Graham
Crowns
205557 Sub pmr Should not be Tried to remove Team
shortages/surplus I used , icon via CR , Leader
Complex and costly
to achieve and low
profile issue. Can
use this account for
issuing of TC’s to
resolve one off
issues
250564 Emergency Write I Values written off I Where no other Robert
off from Emergency I alternative e.g. Needham
suspense Melsonby shooting
issue
250566 Cash shortages Values remaining I There is a small risk I Rob
write off in suspense from I that some branches I Atkinson
pre IMPACT still have amounts
migration that are not visible
in POLSAP . If
found request a
copy of Suspense
Account and if
visible , Dave
Lancashire will
issue TC . Check
with Mark Wardle
that 539110
1620452 GL’s are
open
250800 Robbery Write off I All amounts Robert
agreed for Write Needham
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off
250810 Discrepancy write I Used when Check with Cash
off amounts cannot I team before write
be resolved in off and Customer
539590/539591 account to ensure
usually when opposite entry is not
branches are there
closed . Values
usually below
£100
539107 Robbery Amounts entered I Balance used to Robert
SUSPENSE in branch after calculate provision I Needham
Robbery
539108 Robbery Amounts held Balance used to
CULPABILITY pending Contract I calculate provision I Robert
Advisor Needham
culpability
decision
539590 Branch Entries occur The opposite entry I Team
Discrepancy when branch will be transferred Leader
confirms a to Local suspense
discrepancy as part of Branch
when balancing Trading
throughout the
TP
539591 Local suspense Used as part of This is not a holding I Team
Branch Trading suspense account Leader
and is used as part
of the Branch
Trading process
539597 Session suspend I Used by Should be nil value I Robert
branches to all entries older Needham
suspend session I than 2 days should
be challenged
621020 Loan to PO Where branch Branches should Eleanor
‘loans’ cash to have credit balance I Kimberley
POL
620221 Emergency Monitored daily , I Exception is Robert
suspense used on rare Moseley — branch Needham
occasions in undertakes
emergency excessive DVLA
transactions .
Agreed with Audits
& Security that the
branch could use
Emergency
suspense to
prevent generated
cash being distorted
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Key tasks /team member responsibilities
Name
Contract
Type
BAU DUTY
SUCCESSOR
Team Leader
POL
Owner of Branch
Trading process ,
produce, check and
prepare for publishing
Branch Trading
calendar each year..
Ensure Santander
contract requirements
met re non
conformance / fraud
monitoring. Staff
planning , ensure
continuity plans
updated . Identify new
fraud indicators,
update existing
indicators, link to
Security , Network
Cash Inventory ,
Crowns, ad hoc
queries , P& BA
Fraud Forum, Co
ordinate POL Fraud
Forum. Escalation of
issues to Senior
Manager e.g product
fraud , high value
losses . Monitoring of
all GL balances
/activity. Ensure
Measures fit for
purpose. New
conformance
initiatives planned and
implemented as
necessary. E top up
reversal
monitoring. Usual
team leader activities
Eleanor Kimberley
Eleanor
Kimberley
POL
Escalations ,
Measures, Manpower,
Annual Leave, Poca
disputes , Rolling loss
reporting, Crown
loss/TC reporting,
Rota checks, Probity
reporting
Caroline Bramley /
Rob Atkinson
Caroline
Bramley
POL pit
Cheque analysis
,Escalations support
Eleanor Kimberley
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to Branch
Relationship Manager
Rob Atkinson
POL
Health & Safety
support to Alison
Watch List , Rota
checks , some probity
reporting , Cover for
TC pack and
Credence generated
reports . Probity
reporting
Eleanor Kimberley/
Andy Wynn
Louise Wilkins
POL
Learning Cash
analysis, can cover
cheques at Site and
Crowns. Rota checks,
download of trend
data
Dawn Shaw
POL pit
Branch trading
monitoring , Green
giro cut off mo nitoring
— week to week error
prevention , Crown
Cheques at Site. Can
cover Crowns.
Download of trend
data
Jane Gambles
POL pit
Cheques at Site,
download of trend
data
Adam Torincsi , Dawn
Shaw, Louise Wilkins
Jane Graham
POL
Crowns monitoring
/probities
Dawn Shaw , Louise
Wilkins
Sandra Daykin
POL term
time
Cash / rota checks
Robert
Needham
POL
Robbery accounting ,
Emergency suspense
monitoring , session
suspend monitoring
probity reporting
Louise Wilkins
Richard Marples
POL
Cash analysis ,
including liaison with
Laura Thomas , Helen
Rose and Stephen
Feather
Sandra Daykin ,
Louise Wilkins
lan Crookes
Agency
Rolling losses, Spoilt
& Rejected labels,
Postmans pouches
Eleanor Kimberley
Andy Baker
Agency
Scratchcard
monitoring , Green
giro monitoring and
reporting
Sandra Daykin
Eleanor Kimberley
Andy Wynn
Agency
TC reporting pack ,
excel EXPERT, can
reduce processing
times , Credence
EXPERT. Report for
Andy Leaving —
Richard Marples to
take over TC Pack
MOP report to be
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Alan Lucia - MOP
passed to lan Lakin’s
Team
Adam Torincsi
Agency
Cheques at Site —
Term time cover
Jane Gambles
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Fraud Indicators Summary
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Indicator
Level of
risk
Method of detection
Useful
contacts
CASH
HIGH
Generated cash downloaded
daily , checked against 10 weeks
average outpayments / min max
outpayments. This method is
now used in FBPP and may
result in fewer branches being
identified in this manner in
future.
REM reversals , Cash in
pouches
Gradient increase in generated
cash
Rolling losses
Consider size /location of branch
Helen Rose
Laura Thomas
Steven
Feather
SCRATCHCARD
STOCK
HIGH
POLSAP RIS TABLE
Top 5 branches over £5k worth
of stock should be investigated ,
contacted or escalated as
appropriate
CHEQUES
MEDIUM
Was a high risk area , processes
in place have mitigated risk
Cheques at site — use daily
download , check for repeating ,
increasing values held more
than 2 days . Quick wins —
identify Multiple partner branch
and escalate to Head office
directly. Identify branches with
opposite entry in GL 553040 ,
expect around 30 branches dealt
with daily
Helen Rose
Cheque team
DEBT
MEDIUM
Regular , increasing , high debt
balance in Customer account,
Regularly repaying via DFR
Current Agent
debt team
Contract
Advisor
TRANSACTION
CORRECTIONS
MEDIUM
Volume /Value in Customer
Account
Consider length of service —
training may be needed
Consider size of branch
Consider method of acceptance
— does the branch always make
good , are they rolling a loss —
cash may not have been put in
till
MISSING
GREEN GIRO
MEDIUM
Chase up Santander team if P
drive s/sheet not updated weekly
Monitoring according to
Santander contract , any
Kim Abbotts
Peter Lamb
Paul Smith
Michala
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branches over 3 cases in year
Trend analysis report provided
weekly
Weekly teleconference to
discuss concerning branches
Consider options carefully before
raising Security cases
Millington
BRANCH
TRADING
MEDIUM
Credence reports
Contact any branch over 50
days where Branch Trading not
completed
SPOILT
/REJECTED
LABELS
MEDIUM
Although loss is not visible in the
POLSAP GL accounts there is
an impact on Settlement to
Royal Mail — particularly
important re separation
Credence reports produced by
period. Crowns and Multiples
receive separate reports
TOP 20 by volume /counter
position are contacted by phone
(40 in total)
lan Crookes
Joanne
Hancock
Helen Rose
STOCK
ADJUSTMENTS
LOW
Stock team undertake analysis
of stock adjustments as BAU ,
they then escalate for further
action any that they cannot
resolve. Weekly meeting held for
% an hour to discuss issues/
branches
Gill Hoyland
Neil Page
E top UP
REVERSALS
LOW
Email from AP team
Contact worst branches by
phone
Maureen
Corry
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Fraud Indicators — detail
Cash
Reason How non Benefit of Risks Mitigating Potential
for conforming/poten checks action improvements
analysis tial fraud /changes
identified
Frequent I The daily Reduced Reliance on I POL staff I May need less
losses I Generated cashis I Audit agency training resource if
over £50k I downloaded daily. I losses resource . commence I FBPP reduces
pre Generated cash vs I Losses Takes d need for
2008/09 I 10 week identified approx 3 Generated cash
were Transaction data earlier months to vs 10 wk
identified I Generated cash Improved I fully analysis
at Audit. I trend graphs relationshi I understand
Most Gradient in ps with data
losses I generated cash Cash
identified I Rem reversal Inventory/
as cash I analysis Network/
shortages I Rolling loss Security/
analaysis and calls I Multiples
Liason with Cash Input To
Inventory / Security I ONCH loss
progamme
P&BA
profile
raised
Generated
cash vs 10
wk Trans
data
incorporate
d into
revised
FBPP
Cheques
Reason How non Benefit of Risks Mitigating Potential
for conforming/poten checks action improvements
analysis tial fraud /changes
identified
Pre Daily download of I No Lower Report Ensure quick
2008/9 Cheques at Site significant I values may I produced I wins are
there was I values , provides frauds remain at showing implemented i.e.
anumber I trend data. Calls identified site and pmr I items on Multiple partner
of audit made to branches I since Jan I is less site over 1 I branches
losses holding repeating 2009. inclined to week escalated
over /increasing values I Values remove promptly ,
£100k identified items credits actioned
due to Analysis of and Northern Ireland
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Cheques I reversals/ cheque I addresses. branches
at Site to cash Improved despatch
High on adjustments/pmr relationshi cheques more
POL own unpaid p with promptly
Security I cheques Multiple
risk Partners
register
Branch Trading
Reason How non Benefit of Risks Mitigating Potential
for conforming/poten I checks action improvements
analysis tial fraud /changes
identified
To ensure I Report from Conforman I Branches Manual log
conforma I Credence , ce over 90 kept on
nce and branches not enforced , I days fall off I duty
identify rolling after 49 Contract the report
potential I days identified and I Advisor
fraud actioned and requireme
escalated as nts met
required
Debt
Reason How non Benefit of Risks Mitigating Potential
for conforming/pote checks action improvements
analysis ntial fraud /changes
identified
To Report provided Prevents May need to I Chase Closer working
prevent by Current Agent debt ask for the team for relationship with
increase Debt team re increasing I High value I report Current Agents
in Debt branches with debt report team
High debt and
DFR
Transaction Corrections
Reason for How non Benefit of Risks Mitigating Potential
analysis conforming/pot I checks action improvements
ential fraud /changes
identified
Identification I TC pack , period I Identify No Carry out Create capacity
of worst and YTD and dedicated onadhoc I for regular
branches for I rankings, escalate resource for I basis checking
non Product branches I checking
conformance I rankings, for training
Creeper Rota
rankings checking
may
identify
other
issues
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Scratchcard stock
Reason for How non Benefit of Risks Mitigating Potential
analysis conforming/pot checks action improvements
ential fraud /changes
identified
Numerous I Check RIS table I Losses Lack of Seek Engage with
high value I daily and identified skilled support Branch
frauds , analysis of sooner resource for I from Performance
resulted in I branches holding analysis Lottery team for them to
Security £5k or more team make calls to
programme. I undertaken branches holding
Monitoring excess of e.g.
of stock £4k
levels
passed to
BAU
Missing Green Giro — Santander
Reason How non Benefit of Risks Mitigating Potential
for conforming/pote checks action improvements
analysis ntial fraud /changes
identified
Part of the I Using the collated I Improved I Lack of Stick to Ensure a POL
Santander I enquiry data onP I relationshi I available minimum team member is
contract is I drive ( Produced p with resource/ calls tobe I trained.
to address I by the Santander I Partners trained made
aminimum I team) produce and resource
of 20 trend data . Use Santander.
branches I Credence to look I Volume of
per week I for unusual sales I missing
who incur I activity (repeated I green engs
3ormore I values , high reduced by
Missing values, reversals I over 25%
Green giro I etc). Phone calls I over past
enquiries to branch to year.
and also remind them to Security
undertake I reply to enquiries I cases
trend promptly. raised
analysis Multiples & Reduced
to identify I Crowns notified of I costs to
potential all Green giro POL
fraud. enquiries sent to
Weekly branches
catch up
tele
conference
held
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E top up reversals
Reason How non Benefit of Risks Mitigating Potential
for conforming/pot checks action improvements
analysis ential fraud Ichanges
identified
Reduces I AP Team Issue Lack of Monthly
risk of MO I provide details usually available lexercise ?
becoming I by email ceases after I resource
a call to
significant branch
threat.
Reduce
costs to
POL
Stock Adjustments
Reason for How non Benefit of Risks Mitigating Potential
analysis I conforming/po checks action improvements
tential fraud Ichanges
identified
High value I Stock team No further There could I Debbie More analysis of
fraud case I undertake BAU I high value be other Bradley stock returns /
identified as I activity and losses stock issues I reviewing I rem in/ outs
aresult of escalate as identified not yet stock
high volume I required. identified processes
adjustments I Weekly meeting
held by team
leaders to
identify issues /
branches of
concern
Spoilt /Rejected labels
Reason How non Benefit of Risks Mitigating Potential
for conforming/pot checks action improvements
analysis ential fraud /changes
identified
Several Credence No further Agency Succession
fraud reports high value resource planning required
cases have I produced each I losses utilised to
been month. Crown identified address non Focus on one
identified , I and Mulitples conformanc type of label fraud
BAU reports provided e i.e. 40 calls
process separately. 20 rejected one
passed to I calls to highest month 40 call for
P&BA after I value branches spoilt labels
Security by counter
programme I position for both
reduced spoilt /rejected
level of labels
fraud
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Escalations
The team escalates branches to different parts of the business. The different
types of escalations are as follows. Before making the decision to escalate it
is often necessary to seek further information / views from others e.g
Operational team, Cash Inventory, Security
Team members will submit an escalation form to the Escalation duty on the
team detailing clearly and concisely why they believe further action is
required. It is important to remember that other parts of the business are not
familiar with Credence / SAP reports / Accounting terminology
An audit visit will only verify cash and stock being held in the branch, If
Cash in pouches need to be verified , this should be stated on the
intervention request form
Escalation type
To who
Reason/ Circumstance examples
Information Share
Branch Support team
When it is thought that information
available would be useful to others
around the business, but no further action
is necessary
Training request
Branch Support team
When non conformance is persistent,
efforts in P&BA have failed and fraud is
not suspected .
Particularly useful if a relatively new pmr.
Note — Branch Support may use
telephone rather than visit
Corrective action
Individual Contract
Advisor
Refusal to comply with instructions
Multiple Partner
Current Agent debt
Any concerns regarding non conformance
concerns team cc Neil Barnard I or suspicious activity in Multiple Partner
, David Southall. If accounting
WHS cc John Dutton
Cash Check , Branch Support If level of risk is below £5k . It is important
Scratch card check,
Cheques at Site
check
Team ( Follow
Escalation process
map)
to remember that these types of visits are
undertaken usually by 1 FSA and we do
not want to put individuals in a difficult
situation
Special Audit _
Branch Support
Follow the Escalation process attached
C:\Documents and
Settings\eathy.macc _ A new process needs embedding here for escalation
Robberies
When a Robbery takes place and the amount stolen is over £1k an audit visit
will take place and a P32 will be provided. If less than £1k stolen a report will
be provided by the NBSC
The amount stolen is entered into Robbery Suspense — 539107. A transaction
correction is then issued by the team to transfer the amount to Robbery
Culpability .- 539108
A decision is made by the Contract Advisor regarding the level of culpability
and based on this information the amount is either written off or transferred to
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Current Agent Debt . If a cheque is received by Current Agents debt as
payment for culpability they will transfer this amount to the 539108 GL
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Crowns
There is a duty on the team who monitors the Crown Loss/Gains posted at
Branch Trading and provides various reports on a weekly / periodic basis to
Finance Analysts, Crown Network colleagues and Security programme
managers. This collaborative working has played a key part in reducing
Crown Office losses during the past couple of years.
Key activities on this duty
Activity Detail Reason
Top 20 Loss /Gain Each period a report Requested by Finance
reporting detailing the reasons for I Analyst to aid
the TOP 20 loss /gains
within the Crown
Network , whether a
compensating TC is due
, Net loss YTD
understanding when
producing Crown
Budget reporting
Daily Debtor activity
Between Branch
Trading and Period End
any branches with
Transaction Corrections
over £1k awaiting
acceptance are
checked to see if they
are relevant to the
branch loss/gain
position . If they are ,
the branch is contacted
and asked to accept
using the TC write off
option
To ensure loss/gains
are compensated in the
same accounting period
where possible
Non posters Report
Report produced
detailing branches who
have failed to post a
loss or gain at Branch
Trading
Identification of
branches rolling a loss
Non Polling Report
Report produced
detailing branches
completing Branch
Trading late / or failing
Awareness in Crown
Network
Transaction Correction
/Discrepancy report
Weekly report by RSA
detailing Branch
Snapshot discrepancies
and Transaction
Corrections issued
Tool for RSA’s to control
loss reporting in
Network
Goodwill , Local
Purchase , Stamp
Vending Machine GL
monitoring
Values over £250
investigated
Awareness in Crown
Network/ Finance
Analysts
Ad hoc queries via
branchcontrol email
Branches can query
Transaction Corrections
To support reduction in
losses
address / Chase up outstanding
queries
YTD Ranking Report produced each Trend analysis
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period to RSA and
Security programme
manager ,
Note — the last week of the Financial Period and first week of the next
Financial period are the busiest times for this duty
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Branch Trading - Calendar, monitoring process
Since the introduction of Branch Trading in 2005 , the team leader has had
ownership of the Branch Trading process. This includes responsibility for On
line Help instriuctions for Branch Trading processes and the production of the
Branch Trading Calendar and providing the dates annually to the
Communication and Reference Data teams. It is a contractual requirement
that branches complete a Branch Trading each period.
Attached is the raw data which may be useful when compiling future
calendars . This must of course be checked but it’s a start.
C:\Documents and
Settings\cathy.macdc
With the introduction of Horizon on line , the NBSC ceased the monitoring of
Branch Trading being completed within 42 days. It was identified that some
branches had not completed a Branch Trading statement for a considerable
period of time — over 100 days , it was therefore agreed with the National
Contract Advisor that the team would identify branches not completing a
Branch Trading Statement within 50 days ( to allow time for annual leave and
keep investigations to a minimum level) . A report is produced from Credence
and a duty on the team will investigate any branch not completing a BTS
within the 50 days and escalate as appropriate.
ONCH
The team has been a key player in the Security ONCH programme review .
The team has forged links with Cash Inventory and Security to share
knowledge and experience . This has played a key role in reducing new debt
Development
Currently on the team is dedicated resource to ensure that where possible the
most efficient method of detecting fraud and non conformance is used . A
huge amount of data is extracted every day and to ensure that we optimise its
use and conserve space on the network this is an effective use of a role — if
the right person is in post . The right person needs to have exceptional Excel
skills and ideally a background in software applications.
Support to other areas
The team regularly receives requests to support other areas of the business.
These include
Network Performance Team
The Network Performance team reminds branches to complete various
training requirements . To enable the business to reach stretching targets
Fraud & Conformance will assist by reminding branches of the various tests
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that need to be completed as part of our BAU calls. We do not make specific
reminder calls
Security
The Fraud & Conformance team is often required to support various Security
led Programmes
Measures
Data is collated in Sharepoint by period. These include
e¢ Cheques at Site calls
e Rota checks undertaken
e Green giro activity
e Rolling loss activity
Data regarding escalations is collated in Excel in T drive . This includes
e Audit results
e Dates of escalation and to who
e Reasons for escalation
Each quarter the Visio measures are collated to provide a visual record
C:\Documents and
Settings\cathy .macde
Manpower measures are recorded by team members and the categories are
as follows
e Branch Investigation
Crowns loss/gains
Non conformance calls
Escalations
Robbery
eee
e
Building Momentum
In order to spread the Positive Mindset message the team has been divided
into 3 groups to identify areas of improvement to the team.
Improvements identified are
e Notice board — publishing the teams results /successes
e Sharepoint — improved use of data
e Comms cell — better information sharing
All groups have a leader and meet regularly to discuss progress. The
Sharepoint group have a news letter . All will document their activities ,
outputs /benefits
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e CURRENT ISSUES
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Issue
Description of issue
Priority
Owner
Scratchcard
holdings
Scratchcard holdings
have been a proven
fraud indicator however
in Dec / Jan 12 it was
proven that the RIS
figure did not match
the holdings ina
branch nor their
reports. Issue raised
and found that some
locked entries had
impacted on the RIS
holding information.
This issue was
resolved for the branch
concerned , however
the holdings need to be
verified. Report
requested from Fujitsu
to match Horizon data
to POLSAP data
HIGH
Paul Lebeter/Phil
Elliott
Post & GO TA
missing or
duplicated
Crowns have incurred
discrepancies as a
result of missing TA’s
or duplicate TA’S.
Issue raised with
Wincor and resolution
is expected in future.
However TC ‘s are to
be issued to correct
branches for Year end
HIGH
Paul Lebeter /Gill
Hoyland /Jane Smith
Resource
Agency looking for
other roles.
High
Alison Bolsover/
Team leader
Postmans pouches
— amending data in
Credence
RISK AREAS
Risk
Description of Risk
Mitigating
action
Priorit I Owner
Resource
There is a risk that
skilled /trained
resource will no longer
be available as agency
are applying for other
roles
Succession
plan revised
Consider
transferring
suitable POL
resource into
Branch
Investigation
roles
y
HIGH I Alison Bolsover/
Team Leader
Crown offices —
Retail Stock
There is a change to
the way Retail stock in
Involvement
with Project
Mediu I Team Leader/
m Stock Team
F/965/22
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Crown offices is
accounted for. This
change is planned for
mid-April. There may
be an impact on Crown
Losses
team / Liaison
with Stock
team
leader
Improvements / To be considered
Does the ownership of Branch Trading still sit with the Fraud and
Conformance team leader?
ONCH processes to be reviewed — may need to adapt /cease
Generated cash vs 10 week transaction analysis now that this data
stream is included in the FBPP
Personal Banking Non-conformance — issue of mixed deposits was
raised but needs to be quantified
Impact of Network Transformation on data /fraud inidicators existing
and potential new ones
In a Finance function does the work undertaken on this team still sit
here
F/965/23
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Key Contacts from around the business
Area Name Role In Email Telephone
Chesterfield number
Security Andy Senior Security
Hayward Programme
Manager
Joanne Senior Security I Yes
Hancock Programme
Manager
Kim Abbotts I Security Yes
Programme
Manager —
Santander
Helen Rose I Crime Risk
Chris Knight I Security Yes
Manager
Steve Security
Bradshaw Manager
Allison Security Yes
Drake Programme
Manager
Cash Laura Inventory
Inventoru Thomas Analyst
Doug Retail Cash
Brown Manager
Andrew Retail Cash
Keighley Manager —
North
David Dixon I Team Support —
Retail Cash
Management
Stephen Retail Cash
Feather Management
support
Network — John Agent Contracts
Contract Breeden Deployment
Advisor Manager —
North
Lin Norbury I Agent Contracts
Deployment
Manager —
South
Glenn Agent Contract
Chester Advisor
David Agent Contract
Southall Advisor —
Multiples
Alan Lusher I Agent Contract
Advisor —
Multiples
Gary Agent Contract
Adderley Advisor
F/965/24
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Andy Agent Contract
Carpenter Advisor
Nigel Allen I Agent Contract
Advisor
Network — Sue Network
Audit / Richardson I Support —
Training/ Project &
Field Standards
Support Manager
Lee Heil Audit
Scheduling
David Nolan I Network
Support -6 -9
month audits
Peter Network
Millington Support — Audit
results
Bev Field Support Occasionally
Vandenberg I Advisor
Network - Pat Bursi Branch Support
Branch Team Leader
Support
Network — Shaun Data Analyst Occasionally
Branch Turner (sharepoint
Performance expert)
/Branch
Standards/
FBPP
Anne Branch
Lealman Standards Team
Leader
Alan Stuart I Data Analyst
Santander Peter Lamb I POL Senior Yes
issues Client
Relationship
Manager
POCA Angela Client Advisor
issues Bunyan
Dispute / Andy Winn I Relationship Yes
unexplained Manager
activity
Crowns Alex Syme I Regional
Support Advisor
Jackie Regional
Quinn Support Advisor
Tony Regional
Pritchard Support Advisor
Simon Regional
Smith Support Advisor
Appendices
F/965/25
Guide to Contract Advisor role
a)
C:\Documents and
Settings\cathy.macdc
Settling Local suspense
cy.
C:\Documents and
Settings\cathy.macdc
Skills matrix
T:\Finance\Finance
Product & Branch Acc
Escalations process needs revised process embedding
T:\Finance\Finance
Product & Branch Acc
Team leader activities
T:\Finance\Finance
Product & Branch Acc
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F/965/26