Building leaders of the future at VicRoads
VicRoads wanted a program to build leaders of the future who could grow in their organisation, deliver the best service for their customers, and demonstrate consistent excellence and performance across the business.
Objectives
Get a baseline measure on current leadership capability in the business.
Reinforce what leadership is at VicRoads and leadership fundamentals.
Share leadership ‘best practice’ across peers and cohorts, creating a consistent view of what great looks like across all leaders.
Create a set of tools/techniques that VicRoads leaders can use on the job to drive performance outcomes.
A major objective for the program was reinforcing leader fundamentals. This included:
Establishing higher-frequency, consistent operating rhythm
Quality and consistency of coaching
Focus on achieving a strategic priority
Outcomes
VicRoads saw uplift in leader capability and confidence across all leaders who completed the program. This was also reflected in performance results.
‘That was the major theme I heard across the board – the level of confidence our leaders now have in dealing with business problems and issues – it’s been so much more enhanced through this program.’ – Michael Hooper, COO
Outcomes included:
Breaking down of silos – One Team Culture demonstrated through CSC staff helping with VCC callbacks, CSC staff sharing between centres and shared best practice through case studies and presentation.
Consistent coaching baseline and structure through ACDC framework. Coaching and huddles are now used for strategic planning and development.
Focus on micro-behaviours to increase digital uptake and improved accuracy of data input
In corporate services (back office), there was increased buy-in and actioning of people development through behavioural coaching and an increase in visibility of roles teams’ play throughout the business.
In the service centres, tickets served increased while unplanned absence decreased. Number of transactions per ticket also increased while grade of service stayed steady throughout.
In the contact centre, average handling time dropped and maintained; average speed of answer also dropped, improving grade of service.
Results
37% increase in participants completing coaching conversations with their team on a weekly basis.
23% increase in participants holding team meetings fortnightly
25% Uplift in confidence in running coaching sessions that motivate team members to change their behaviours.
10% Uplift in confidence in identifying team members’ behaviours that need to change to achieve a desired performance level or strategic objective
30% increase in participants always enabling their people to be comfortable with, and responsible for, learning from failure.
13% increase in the encouragement of team members to make decisions and respond to issues.
17% increase in sharing customer insights and feedback with other relevant business areas.
29% increase in participants always adapting their coaching approach to individual differences.
21% increase in participants always communicating a clear standard of performance
Participants were highly engaged with the program, with consistent and high attendance over the workshops and coaching pods and minimal drop-offs (despite many leaders changing roles and moving teams throughout the program).
93% of leaders found the program relevant to their role.
92% of leaders completed self-paced learning.
43% self-assessed their coaching at least once.
80% of leaders completed cases studies – linking strategic priorities to the behaviours they implemented and coached with their people, how they assessed whether it was working or not, how they altered their approach if necessary, and the performance uplift that resulted.
If you want to hear first-hand from one of the VicRoads leaders, have a watch of this coaching webinar, where back-office leader, Jing Chang, talks about her leadership journey.
Client
VicRoads
Audience
138 People Leaders enrolled (Area Manager down to Team Leader) across Customer Service Centres, Contact Centre and Corporate Services (back office)
Program
Tactical Leadership & ACDC Online Coaching with The GIST by GRIST
Duration
6 months
Purpose
Baseline capability and establish fundamental leadership skills to drive change and performance
Deliverables
Tactical Leadership workshops
Virtual group coaching
The GIST by GRIST / ACDC Online
Coaching framework & operating rhythm
Presentation of case studies and results
Theories Used
Aggregation of marginal gains
Self-determination theory
70-20-10: leveraging on-the-job application supported by coaching
Behavioural coaching
Deliberate practice