Client Services Division Leadership Programme
£13.5M saved and productivity up 118% through a leadership mindset shift.
118% increase
In productivity.
200% increase
In business.
6% reduction
In staff turnover.
30% increase
In staff engagement.
An established UK and global savings and investment firm with around six million customers, managing over £254 billion in assets.
The Client Services Division's strategic objective was to retain and grow existing business and attract new customers by being the market leader for high-quality, low-cost service. The leadership programme existed to enable leaders to maximise the high-performing culture behind that objective.
Create the necessary mindset at all levels of management to ensure ownership, commitment and sustainable high performance — building understanding of conscious mindset principles and how they relate to individuals and teams.
Educate managers on the change curve and how people react inside it.
At all levels of management, towards ownership and sustained performance.
Raising consciousness across the division.
Previous in-house attempts had failed and managers were not ready to embrace new process changes. The point of entry was profoundly negative — we were seen as another attempt to fix the problem.
"With the mindset and behaviours in place, the business increased its productivity by 118% and as a result was able to make savings of £13.5M in 2009."
Client Services Division — Savings & Investment Company
Reducing waste and downtime while lifting customer experience and profitability.
Energy / Offshore drillingPutting the customer at the heart of a business that had become complacent at No.1.
Energy / Offshore drillingA mindset and behaviour shift across 600 managers in six global regions.
The practitioners who ran this work are the same people at the end of your call.