Speaking one language: a culture shift at BankVic yields impressive results
“Everyone is using the same language and it’s just stuck – because it works.” - Leadership team
BankVic was seeking an innovative program to enhance their member experience and improve their member lending conversations. They were also looking to increase the consistency and quality of their coaching and people development.
GRIST designed reSET, a program that improved lending conversations and dramatically increased General Insurance (GI) quotes, all while meeting BankVic's responsible lending obligations. ReSET equipped leaders with the skills to coach their desired behaviour change and drive team member engagement. The program allowed leaders to tactically improve the quality and consistency of team members' conversations with their customers.
Objectives
Improve the quality of lending conversations with members in a way that drives performance while meeting BankVic’s responsible lending obligations.
Develop a coaching and development culture across Member Growth and Experience (MG&E) that is nurtured by senior leaders and organisational systems and processes.
Other key objectives were:
The development of a responsible lending conversation framework designed to assist lenders and their leaders in improving the member experience.
The embedding of the ACDC coaching model in MG&E. ACDC allows leaders to have more immediate, targeted, tactical coaching conversations with their teams.
Outcomes
By effectively leveraging leadership activities and operating rhythm, BankVic successfully embedded an agile, innovative coaching and development culture focused on improving member experience. This culture shift led to an impressive lift in team member engagement and collaboration, a change consistently celebrated in team channels. It also resulted in an uptick in performance and productivity. BankVic lenders now have more insurance conversations with members, resulting in an impressive 40% increase in GI quotes.
Outcomes included:
Improved collaboration between Credit and Distribution teams.
A notable reduction in rework for applications submitted by lenders to the Credit specialists.
A double-digit decrease in AHT.
A significant increase in Grades of Service.
Leaders and their teams are now more dedicated than ever to enhancing member experience, a commitment demonstrated by the fantastic team results and improved team member engagement. The program aligned participants and enabled the participating teams to develop stronger and more productive working relationships. In the words of one of the participants, "Proud is an understatement…"
Client
BankVic
Audience
20 leaders across three business areas: Distribution (lending), Credit, Contact Centre
Program
Tactical Leadership & ACDC Coaching Methodology
Duration
1-day launch
3-day face-to-face workshops
1:1 virtual coaching throughout the duration of the program
Purpose
Improve the quality of lending conversations and drive performance through targeted and tactical coaching and development.
Deliverables
Change leadership and role clarity workshop
Responsible lending conversation framework
Tactical leadership workshops
Coaching framework & operating rhythm
Infield coaching
Presentation of case studies and results
Theories Used
Aggregation of marginal gains
Self-determination theory
70-20-10 learning model: leveraging on-the-job application supported by coaching
Behavioural coaching
Deliberate practice
