Webinar overview: 

In this webinar, speakers from ServiceNow and Ernst & Young LLP (EY) give a view into ongoing compliance and change management beyond the July deadline.

As the financial industry adapts to the new Consumer Duty regulations, this thought leadership session is designed to guide organisations from initial tactical responses to a long-term, sustainable approach.

Professionals from EY & ServiceNow will share insights on establishing effective governance, utilising data analytics for continuous monitoring, and embedding consumer-centric principles in line with the FCA's expectations. The webinar will highlight the importance of integrating Consumer Duty into the core operations of financial institutions, ensuring fair treatment of consumers remains a priority.

From a technology perspective the team will showcase that in close support of initial and ongoing compliance, the ServiceNow platform is able to encompass the needs of data collection, reconciliation and presentation together with surfacing operational and executive metrics via real time dashboards.

This session will also tackle the challenges of change management, providing strategies to navigate regulatory updates, process adjustments, and technological advancements. Attendees will learn how to build resilience and agility to maintain compliance and proactively respond to future regulatory shifts.

This ServiceNow and EY webinar is crucial for our members aiming to transition from meeting immediate regulatory requirements to adopting a comprehensive compliance strategy that prioritises consumer protection and market integrity. 

Join us to future-proof your organisation's approach to Consumer Duty compliance.

Top Speaker

John Marr

John Marr

Principal, UK Finance

John Marr joined the former Council of Mortgage Lenders (CML) in January 2012 and transferred to UK Finance when it was formed in July 2017.  As ...

John Marr joined the former Council of Mortgage Lenders (CML) in January 2012 and transferred to UK Finance when it was formed in July 2017.  As Principal, Devolved Government and Social Housing, John leads our mortgages and housing policy work in the UK nations, as well as our work on low cost home ownership and government schemes to support home purchase. 

John also leads our work in relation to commercial funding and investment in the housing association sector, which is key in helping to meet government targets for new affordable and social housing delivery.  Previously, John worked on housing policy at the Local Government Association.

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James Luxford

James Luxford

Advisory Solution Consultant, ServiceNow

James is a solution consultant specialising in Creator Workflows, ServiceNow’s low code and automation platform, focusing on Financial Services and In...

James is a solution consultant specialising in Creator Workflows, ServiceNow’s low code and automation platform, focusing on Financial Services and Insurance within the UK and Ireland.  He is working closely with EY and joint customers to define the ServiceNow Consumer Duty offering.
 

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John Saxton

John Saxton

Partner, Financial Services, EY

John is a Partner in our banking and capital markets team who specialises in conduct and regulation within the retail and SME sectors.  He has ov...

John is a Partner in our banking and capital markets team who specialises in conduct and regulation within the retail and SME sectors.  He has over 20 years’ experience in financial services, the last 10 of which have been with EY. Before that, he held a range of senior roles in industry with a large Global bank. In addition to his role supporting clients with all things conduct and regulation, John also leads our consulting practice in the Midlands where he is based.

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 Stephanie Lord

Stephanie Lord

Director, Insurance Risk & Regulation, EY

Stephanie is a Compliance and Regulatory Change consultant working in the UK insurance sector, specialising in Conduct and Conduct Risk.  She has...

Stephanie is a Compliance and Regulatory Change consultant working in the UK insurance sector, specialising in Conduct and Conduct Risk.  She has over 25 years industry experience, starting out as an IFA and holding several industry compliance and risk roles, before joining the EY London Risk & Regulation team in 2015.  In her current role as Director, she leads the EY Consumer Duty campaign for Insurance.  
 

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ServiceNow

ServiceNow

ServiceNow makes the world of financial services work better for everyone. Over 1,500 financial institutions globally use ServiceNow’s cloud-based pla...

ServiceNow makes the world of financial services work better for everyone. Over 1,500 financial institutions globally use ServiceNow’s cloud-based platform and solutions to intelligently automate processes and services across their businesses. So financial institutions can future-proof their customer experiences, employee engagements, risk management, security, and technology innovation.  And we can all create the future of financial services that we imagine. 

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Individuals with SMF authorisation will be accountable under the Duty. Listed below are some of the roles which also fall within the scope of the Duty:

  • Board Members
  • ExCo Members (CRO, CMO, CEO)
  • Pricing and Strategy Committees
  • Head of Finance
  • Chief Controls Officer
  • Internal Audit
  • Head of Technology
  • Legal and Compliance
  • Risk Management
  • Customer Support
  • Data and IT
  • Customer Experience
  • Training and Development Managers
  • Collections and Recoveries
  • Product Heads

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