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As ACCA continues to grow, it is important that its operations are optimised to meet the needs of employers and an increasing number of members, students and other stakeholders.

Following her appointment as chief executive in September, Helen Brand commenced a wide-ranging programme of work to ensure that ACCA has the right infrastructure and skills base to operate in a complex and demanding global business environment. A focus for the programme is making ACCA work for the customer, building processes and operations around their needs.

As part of this exercise, ACCA has commenced a thorough review of the student and member customer experience, from initial enquiry through to examination registration, to post-membership support.

Helen Brand says: ‘My first priority is to ensure that ACCA is fit for the future, with capacity to respond to market conditions and the changing needs of the profession, capable of delivering a service which consistently meets our customers’ high expectations. This includes ensuring ACCA offers value as a global organisation and puts the needs of employers at the heart of its strategy. By meeting the needs of employers, we are able to enhance the employability and career prospects of our members, and ultimately drive higher value for the global membership.‘

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