Client

One of the Fastest Growing Financial Institutions in KSA

Project Description

Excellence in Service Delivery: The objective was to enhance customer experience in the Retail Banking Group by upskilling and equipping the frontline team with the skills and behaviors to deliver superior customer service, to deeply embed the culture of excellence in service into the organization’s DNA. The pivotal aim was to shift mindsets towards customer centric behaviors and impart skills to ensure the delivery of a superior client interactions at all levels. The target audience included Customer Service Representatives, Branch Managers, and affluent Relationship Managers across 3 locations in KSA.

Geographical
Coverage

Riyadh, Jeddah, Dammam

Employees
Impacted

350 Participants from the Branch Network

Situation

• The bank underwent a rebranding exercise, which led to a culture transformation initiative.
• The 13-month transformation journey brought a lot of momentum, buzz, and excitement around building an agile culture focused on customer service, making strides in shifting behavior, mindset, and practices across the organization.
• The Service Excellence Journey emerged from the culture transformation initiative, aiming to sustain momentum and build upon the cultural foundations within the Retail Banking Group, as this was a key pillar in the bank’s strategy and required a special set of skills.
• Retail banking needed to embed the mindset of becoming “customer-obsessed through our conduct,” which was a core component of the bank’s strategy.

Talent Pool
Involved

The project was sponsored by Human Capital department and driven by the Retail Banking Group project team

Impact

300 + action-based assignments completed and submitted by participants.

An overall participant feedback of 95 % and attendance of 98 % across the six module journey.

Eight facilitators from within RBG were trained and delivered the technical skills with 90 % + feedback.