How we helped Standard Bank Team Leaders to Think Critically and Solve Problems Proactively and Innovatively
South Africa
4 Sessions
75 Delegates
Virtual
100% Visible Improvement
The Challenge
The challenge was to empower and upskill Team Leaders to be able to think critically and solve problems proactively and innovatively to prevent the frequent escalation of problems to management.
The Solution
Key Steps designed a practical learning intervention designed to empower the Team Leaders with tools that they would implement immediately. They were given practical business problems to solve and were taught how to think critically and design a business case that they would present to management. The aim was to present a viable solution and get the buy-in needed to solve the problem.
Management found their final presentations of a very high quality and were impressed with the extent of the Team Leaders’ learning and growth.
The Results
Many of the solutions that the Team Leaders recommended were immediately implemented in the business. This solved many critical business problems.
Team Leaders felt empowered and able to solve problems proactively and present viable solutions. This led to them taking ownership. Overall, problems were de-escalated and now solved at a Team Leader level. This positively impacted internal customers by taking pressure off managers and getting quicker and more effective solutions to bankers and external customers.
The Feedback
Across 76 survey responses, Standard Bank Team Leaders rated their Key Steps learning experiences extremely favourably.
Facilitator’s knowledge
Content relevant and practical
Engaging climate of participation
Enabled me to solve problems independently
Highlights
Team Leaders able to solve problems independently.
Problems solved significantly quicker (in many cases 100% faster).
Team Leaders more empowered, engaged and efficient.
Increased Net Promoter Score (NPS).
Left the session feeling motivated, inspired and empowered!
Dr Sharon is just phenomenal. I left the session feeling motivated, inspired and empowered. Her knowledge, experience of the subject and patience helping us implement it was just out of this world. After the sessions I felt that I had the power to effect the change I need to see in my work. All Team Leaders across the whole business should be given the opportunity to attend.
Relebogile Pitsos
Voice Team Leader, Standard Bank Group