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Are Building Society colleagues doing high-value tasks that drive success of the organisation?
"I want employees to have more time to provide good outcomes to the customer rather than doing lots of manual work. I want the customer experience and the employee experience to be as frictionless as possible." - Phillippa Cardno, CEO of Newbury Building Society
Are employees doing any of the following?
What should they be doing?
"We are a great place to work, but our goal is to be an amazing place to work. Currently some jobs are difficult because they are so manual, people have often fed back that they don’t have the systems to allow them to be excellent. We want to have great people who are empowered by efficient processes, and best in-class technology." - Iain Lister, IT Executive at Mansfield Building Society
Do colleagues have the tools and techniques to be effective in their roles?
"Taking the friction out for colleagues is important, a focus on wellbeing as much as efficiency, in seeking to optimise what we do, removing the manual workarounds and data rekey to multiple platforms that will significantly ease colleagues’ frustrations." - Rob Pheasey, CEO of Marsden Building Society
Are colleagues being brought on the change journey, so they become champions of the new technologies, processes and ways of working?
A transformation will impact every single person working at the Society, so taking the time to manage the people impact of change will be crucial.
"It is crucial that colleagues get onboard with change and are part of the transformational change journey for the Society, rather than trying to resist it." - Chris Hunter, Deputy CEO of Darlington Building Society
"Cultural transformation, driven from the top down, is key to a successful modernisation. By taking the lead in shaping the culture and setting the scene, you ensure that the culture of modernisation permeates throughout the organisation, allowing progress to be made." - Paul Tilley, CEO of Earl Shilton Building Society
Modernisation will empower colleagues with the processes, tools, and technology needed to focus on high value impactful work, enabling the delivery of exceptional value and customer service.
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
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