| International bank |
Leading
to be Customer Driven
|
| This programme harnesses personal development
to then drive the organisational development objectives.
The programme design is underpinned by the organisation's
marketing and HR strategies and focuses upon the role of
leadership in influencing 'customer satisfaction by being
passionate about the business'. Trans4mation carefully selected
eleven facilitators, working in partnership with the banks
management college, to facilitate these 360° feedback
and development modules to middle managers. The programme
purpose is to fundamentally change the approaches to customer
service by way of being a visible role model and to have
more effective dialogue. |
| Content |
|
Personal Development
- Focusing on being a visible role model
- Setting and clarifying direction
- Active listening
- Understanding and integrity
- Freedom to deliver
- Forward thinking and straightforwardness
Organisational Development
- Teamworking
- Embracing and stimulating change
- Communicating to inspire
- Sharing ownership
- Activating through people
- Passionate about the business
|
| Outcomes |
| Promotion and delivery of new approaches to
leadership development. Commitment to, and proactive involvement
in, customer service initiative supported by improved staff
engagement. |
Number of participants
c. 1600
|
Participant level
Middle management |
