Industries - Banking

PerformInsight Potential Scorecard – Banking
	High	Medium	Low
Sales force
Customer service
Service delivery
Back office operations
Compliance/Standards maintenance
Supply chain		NA
Distributors

Rationale: Banking requires a delicate balance of activities for success. Management must achieve operational excellence and brand consistency across dissimilar elements of the workforce to manage sales, services, back office operations, regulatory compliance and strategic relationships. With their high rate of acquisitions, banking leaders must also be able to rapidly align workforces. PerformInsight gives banks the tools they need to align the distinct activities of each of their components with their overall strategies and ensure that their workforces are creating value for customers and owners.

Example Performance Program Focuses – High Potential Opportunities:

1. Sales force

• Ensuring that commercial and consumer sales forces understand product portfolios
• Accurately implementing sales processes based on bank customer segmentation criteria
• Recognizing and following through on targeted cross-selling and up-selling opportunities
• Entering customer observations and recommendations into CRM systems in a timely manner
• Managing customer relationships in a manner that is consistent with bank brand
• Identifying "fit" of employees with opportunities for career progression

• Understanding customer history to establish service context
• Resolving customer questions/issues on the first contact
• Identifying and following through on sales opportunities based on problem solutions
• Maintaining service standards and customer satisfaction levels

• Learning and following protocols for commercial and consumer services
• Referring follow-on customer opportunities to relationship managers
• Identifying "fit" of employees with opportunities for career progression

• Learning and demonstrating understanding of bank procedures
• Implementing procedures efficiently and accurately
• Adopting new processes and procedures
• Identifying "fit" of employees with opportunities for career progression

• Learning and demonstrating understanding of compliance requirements and updates
• Employing practices consistent with compliance and standards expectations
• Integrating updates quickly and accurately

6. Merger/Acquisition alignment:
Solution Summary: Banking has one of the highest rates of merger and acquisition activity of any industry. PerformInsight offers a powerful tool for aligning workforces following a transaction. By implementing behavior-based programs, banks can quickly align acquired workforces - or change behavior across both acquired and legacy workforces - to meet performance expectations with greater speed and certainty. Reinforcements offered with the behavior programs create a positive, immediate and certain message from the bank to the employees that their efforts are valued and establish hig0068 morale with a minimal investment.