Client

A Very Large Bank in KSA

Project Description

The Bank embarked on a strategic initiative to build a Culture of Service Excellence among the 400 Private RMs, RM Team Leaders, and Affluent RMs across the Retail Banking Group. The initiative aimed to shift the mindsets of the RMs and build the required skills to be effective and consistent. The objectives were grouped into four key pillars: building character to be presentable, building skills to be engaged, building knowledge to be knowledgeable, and building ability to take action. The newly defined Service Culture needed to be communicated in an exciting and engaging manner, with the flexibility to shift into live or virtual mode as the situation deemed fit.

Geographical
Coverage

Participants came from across KSA

Employees
Impacted

400 PRM’s, RM Team Leaders and RM’s

Situation

• The analysis of job descriptions, mystery shop reports, internal surveys, and the client’s competencies and the output will be the foundation for the required modules and skills.
• Sessions will be based on the SPIKE methodology, designed to inspire and engage through multiple points of practice, feedback, evaluation, and reporting.
• The program will be delivered as fully Arabic modules, covering 17 different subjects.
• The ability to integrate a digitally enabled experience using a customized LMS will serve as the backbone for all engagement and interactions throughout the journey.
• There will be a need for a multitude of facilitators, including those for a select number of all-female batches.
• Detailed reporting and analysis to be conducted based on predefined ROI criteria.

Talent Pool
Involved

This initiative was led by the Banks Learning Academy and was the first phase of a 400 Participant rollout across all RM’s of the Bank

Impact

Over 91 % satisfaction across 400+ participant interactions. Pilot batch of 60 extended to full scope of RM’s