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Terms of Reference for Branch Assurance Visit Alignment meeting
Purpose
The BAV alignment meeting is designed to bring together key stakeholders to discuss weekly BAV
visit findings, upcoming BAV’s, uncontactable branches and branches where we feel escalation for an
“unannounced ” or “set date” visits are required.
The forum offers the opportunity to discuss trends, emerging training needs, common themes and
introduces some “case management” across teams.
Meeting membership
Each of the below departments should be represented, by a Head of or appropriate deputies;
- Head of Operational Excellence
- Head of Network Monitoring
- Head of Network Resolution
- Head of Contracts
- Head of Training
- Head of Assurance & Complex Investigations
- Head of Financial Crime
Quorum, to be x2 Departmental Heads and representation from x2 additional areas.
Responsibilities
- The forum is designed to bring together key stakeholders to discuss upcoming planned visits
and findings of completed Branch Assurance Visits, stakeholders will be briefed by exception
about notable findings or circumstances regarding visits and i. The meeting outputs will be
used to enhance prep visit and support further case management for postmaster support
teams such as dispute resolution or contracts
- Identification of continuous improvement opportunities for Branch Assurance
- Gather clarification and conscious on how to new business requirements following new
process requirements based on emerging business models, products or branch formats
- Central point for demonstrations / presentations pertaining to this activity from non
meeting members
Decision Making authority
The forum will make no decisions regarding contractual, root cause or dispute resolution matters
regarding individual cases, all existing processes for these are unaffected by the BAV alignment
meeting.
The meeting, will however will cover:
- Upgrades to a BAV or down grades to a support visit
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Prioritisation of visits
Training intervention decisions based on reported skill gaps in branches
Minor process changes, discuss and agree need for process changes which will be noted and
ratified by monthly retail committee
Format of meeting
In each meeting there will an assigned “action” taker, the meeting will be chaired by the Head of
Operational Excellence, or appropriate Deputy and will take the following format:
°
°
°
Review of previous actions, covered by Head of Operational Excellence
Review of visits from last meeting, covered by Branch Assurance Team Leaders
Overview of upcoming visits, covered by Branch Assurance Manager — with key inputs where
appropriate from key stakeholders who have requested a visit
Overview of uncontactable branches and backlog of visits to be arranged, covered by Branch
Assurance Manager
Review of monthly “average BAV scheduling time from original BAV request” and “average visit
time after BAV request”
Review of open “queries” following a BAV and open “training intervention requests”
Any other business
Frequency, Duration and Occurrence
The meetings will occur on a weekly basis on a Friday morning, invites will be an hour long. The
purpose of this is to allow the senior team to align ahead of the visits in the following week and to
provide a timely update on the visits since the last meeting.
Prior to and following the meeting
The pack and agenda will be circulated to meeting members, this will allow departmental heads to
assess if there is a requirement to bring in additional representatives to the meeting to discuss
upcoming or outputs of visits.
Following the meeting, actions will be published via a live shared excel document, along with
commentary covering a high-level summary of the visits, following the meeting attendees will
receive copies of weekly BAV reporting will be sent to:
Retail Operations Director
Central Operations Director
Postmaster Engagement Director
Where does the meeting report to
The forum will provide regular monthly updates or escalation points to the Retail committee, chaired
by the Chief Retail Officer.
DOCUMENT PUBLISHED: MARCH 2024