Client

A Large Bank in the Kingdom of Saudi Arabia

Project Description

The bank launched a strategic drive to instill a culture of service excellence in the banks 164 branch managers across KSA. The effort aims to develop the abilities needed to be effective and consistent and build a unique Customer Experience. The aims were divided into four important pillars: developing character to be presentable, developing skills to be engaged, developing knowledge to be knowledgeable, and developing ability to act. The newly established Service Culture required exciting and engaging communication. With the option to switch between live and virtual modes as needed.

Geographical
Coverage

Across different locations in KSA

Employees
Impacted

Branch Managers

Situation

• Analysis of JD’s, Mystery Shop Reports, Internal Survey and the bank’s Competencies and the output to be foundation of the required modules and skills
• Sessions to be based on SPIKE methodology and capable of inspiring and engaging thought multiple points of practice, feedback, evaluation and reporting
• Delivered as fully Arabic modules ranging across 20 different subjects
• Ability to integrate a digitally enabled experience using a customized LMS as the backbone for all engagement and interactions throughout the journey
• Need for multitude of facilitators including for a select number of all female batches
• Detailed reporting and analysis based on pre defined ROI criteria

Impact

Over 95 % satisfaction across 150 + participant and multiple interactions over the 6 months Journey