Customer Value & Revenue |
Regional Office of Global BFSI Organisation
Solution Owner: Regional Head of Distribution
Problem Solver: Regional Head of Training
Solution Implementer: Local Heads of Training
Duration: 24 Months
(BFSI: Banking, Financial Services and Insurance)
Problem Space
Digital transformation of frontline training and training teams’ practices to increase the impact on performance, retention and professionalism in the context of a unique distribution strategy.
Solution Space
Capability architecture aligned to frontline activities at the point of customer contact (sales and relationship), frontline management and strategy (sales leadership) levels.
Learning architecture for digital learning, templates for flipping classroom and introduction of work-based learning support
The Approach
Capability Augmentation
Strategizing: Reviewed and distilled out the essence of the customer experience strategy and performance goals into a holistic set of frontline activities for sales, relationship management and sales management in the unique context of the type of financial services and distribution model. Assessed and defined the gap between current training practices and required frontline capabilities.
Creating: Updated capability framework for frontline, management, leadership and training team. Designed digital-first multi-channel learning architecture
Engaging: Worked with primary co-creators (problem solver and solution implementer) to educate, influence and align executive sponsors and all stakeholders and brief external partners/vendors
Capacity Augmentation
Engaging: Creating communication assets and delivering sessions to educate and influence stakeholders and country-level solution implementers to play their part in enabling solution success
Supervising: Outlining project workstreams and milestones, based on solution construct to aid project planning and management. Reviewing the submissions/deliverables from regional and country teams as well as external partners/vendors for alignment to brief and suitability for agenda.
Executing: Developed a few working prototypes of solution concepts, digital and reimagined workshop experiences to aid both stakeholder understanding and build internal capabilities.
Solution Value
Delivered Efficiently: Solution prototype developed within committed timelines and within the budget allocated
Quality: The approach is taken to build frontline capability was new and different. The solution implementers saw value in the shift and acknowledged the uniqueness not just from the organisation’s perspective but also from the specific industry’s perspective.
Impact: Impact on performance and strategy yet to be assessed as a solution only recently went live. However, continued access to sponsorship and progress towards launch indicate continued belief in the direction based on progress made.
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