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Liverpool Victoria Friendly Society

Transforming a financial services mutual

Services Provided

  • Managing Change

Liverpool Victoria Friendly Society (LV) was a niche player leveraging its position as a mutual friendly society. Its ability to forge strong links with affinity partners enabled it to offer a range of general insurance, banking and life products to its members. OCP carried out several assignments with LV, including integrating acquired businesses (eg Landmark) and reducing overhead costs.

Our work included advising on:

  • outsourcing of the People and Business Services function, comprising IT operations and development, HR, facilities management and procurement
  • transforming and improving the performance of the customer contact division
  • reorganising the 1000-strong Membership Services function around customer segments
  • outsourcing life and pensions administration.

Our assistance included providing simulation-based training and coaching for 200 line managers and a software tool to assist operations management.

Our work delivered tangible benefits including a productivity improvement of 40%, a 30% rise in sales conversion rates and a halving of the staff attrition rate.

The Partners

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