A leading UK fintech lender partnered with Huntswood to deliver a successful transition of operations, including customer service, underwriting, and administration. The engagement required robust governance, rapid resource deployment, and seamless knowledge transfer to ensure service continuity.
The Challenge:
The client needed to:
- Manage TUPE consultation and legal compliance during transition
- Ramp down and ramp up resources without service disruption
- Ensure 100% training completion across multiple waves
- Maintain strong early performance on quality and case handling
Our Solution:
Huntswood implemented a structured transition plan supported by legal, HR, and operational expertise:
- TUPE consultation: delivered timely staff ramp-down and onboarding for customer service and underwriting teams
- Knowledge transfer: signed NDAs for key personnel and implemented train-the-trainer approach for delivery and go-live
- Resource deployment: achieved 100% training throughput across Waves 1–4, with all trainers certified on first attempt
- Operational readiness: fully staffed collections line of business with experienced trainers and QAs; IT setup completed and tested four weeks ahead of go-live
- Governance and oversight: established robust governance and regular touchpoints between client and Huntswood to ensure smooth transition
The Results:
- 50 FTEs deployed across customer service, underwriting, and administration
- 100% training completion across all waves
- Strong early performance on quality, case handling, and email throughput
- Seamless transition with no degradation of service