Stakeholder Register (Excerpt)
This register highlights a finance-specific reality: operational stakeholders are not “supporting cast”. They carry the customer impact when something goes wrong.
| Stakeholder | What they care about | Influence | Risk if mismanaged | Engagement approach |
|---|---|---|---|---|
| Executive Sponsor / Board | Delivery confidence, reputational risk, cost of failure | High | Pressure overrides readiness evidence | Evidence-first dashboards; explicit risk acceptance; decision log discipline |
| Regulators | Customer outcomes, operational resilience, accountability | High | Compliance breach / fines / mandated remediation | Assurance packs; audit trail of gates; early escalation of customer-impacting risks |
| Programme Director | Readiness integrity, cross-stream alignment | High | Status optimism; poor escalation | Strict gate ownership; independent validation; “No-Go” culture reinforcement |
| Branch Operations | Customer service capacity, scripts, escalation | Medium | Frontline overload; inconsistent customer messages | Readiness drills; surge staffing plan; clear escalation routes; daily cutover briefings |
| Contact Centre | Call spikes, handling time, triage clarity | Medium | Queue collapse; customer frustration escalates | War-room integration; triage playbooks; capacity modelling; fast FAQ updates |
| Technology Vendor(s) | Platform stability, cutover execution, incident response | High | Slow response during crisis; unclear responsibility | Contracted on-call rota; joint incident drills; runbooks; single command structure |
| Cyber/Fraud/Risk Functions | Security controls, anomaly detection, risk appetite | High | Control gaps; security incidents under cutover stress | Pre-approved control exceptions; monitoring thresholds; rapid risk sign-offs |
| Customers | Access to funds, accuracy, trust | Indirect but critical | Reputational damage + long-term churn | Transparent comms; clear fallback channels; complaint handling + compensation policy ready |
Stakeholder management in finance is risk management with a human face.
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