Client

A Prominent Banking Institution in the Region

Project Description

A leading regional bank with over 5000 employees across 12 different geographies including India, Egypt, Pakistan, GCC, UK, and US aimed to transform its culture to achieve the top position in Client Experience (CX) with a ‘distributed workforce’. The objective of this culture transformation project was to enhance the Employee Experience, thereby facilitating superior Client Experience. The ultimate goal was to foster a CX Challenger mindset to drive continuous improvement in Client Experience.

Geographical
Coverage

UAE, India, Egypt, Pakistan, UK, US, Bahrain, Qatar, Kuwait

Employees
Impacted

5000+

Situation

• Employees are not feeling “secure” due to the implementation of a distributed workforce and redefined job roles with salary revisions.
• Employee insecurity has resulted in the misalignment of strategy (aiming to become #1 in CX) and culture (lacking a Customer Centric mindset).
• There is a lack of initiatives to facilitate employee experience to enable client experience.
• Managers are not equipped to manage a distributed workforce.
• ABAMI Consultants analyzed the situation and scoped an impactful transformation journey to align culture and strategy.

Talent Pool
Involved

The Employee’s transformation experiences were as below

• Exciting & Inspire sessions to be a part of the transformation
• Management Development Sessions
• Leadership Alignment Sessions
• Management Alignment Sessions
• Rollout of tangible initiatives to facilitate transformation

Impact

The Saadati score went up by 5 points in 1 year (From 76 to 81) which was the highest increase in the history of the bank