Customer Success
Digital Transformation Solution Design Results in $2.5M Savings for Global Banking Giant.
Overview
A leading player in consumer lending and the largest financial conglomerate in Central America asked us to help them realign a workforce of 15,000 employees to prepare them for digital transformation. The challenge was to create a processes to identify behavioral strengths, communicate new requirements and connect the right people to their new digital roles, at scale, across multiple countries and within tight deadlines.
Industry
Financial Services
Implementation
24 Months
Scope
18,000 Employees
Value Driver
Ability to transition a workforce from analogue to digital delivery processes.
Introduction
A leading player in consumer lending and the largest financial conglomerate in Central America asked us to help them realign a workforce of 15,000 employees to prepare them for digital transformation. They wanted to move millions of customer from traditional banking channels into their new digital banking environment. Along with this, they wanted to transform the way they operated as a business and redefine the organisational structure to match.
Challenge
The challenge was to create a processes to identify behavioural strengths, communicate the new requirements and connecting the right people to their new digital roles, at scale, across multiple countries and within tight deadlines.
Approach
We consolidated research from several sources – about what skills are most important in a digital economy – to create five “Digital Roles”. Digital Enablers, Champions, Trainers, Representatives and Digital Citizens. These were behavioural competency based role profiles that would serve as a development compass.. Each was suited to a different phase of going digital, and contained the recipe for behavioural success.
Solution
We used TalentPrint, our talent assessment tool, to establish a starting point and determine who would be suited to the new digital roles. Using TalentPrint, we asked 15,000 employees completed behavioural assessments and we asked a few key questions related to their primary role responsibilities.
Behavioural analytics were used at every stage of the project and appropriate views designed for the different stakeholder groups. Individual employees now understood their role in a digital future and business were empowered to make better decisions about deploying and developing their staff.
Results and Conclusion
Within a 12 month timeframe, we had change managed, assessed and placed 15,000 staff in new roles, communicated and implemented a digital strategy and created a culture of valuing data to support people decisions.
Our approach helped the client to successfully realign their workforce to embrace digital transformation, creating long-term benefits for their employees and the organization as a whole.
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