Royal Bank of Scotland

Coaching for Performance Improvement

The Royal Bank of Scotland Retail Banking division was engaged in a push to increase sales productivity. The strategy for this involved restructuring the way the retail network operates. Radically changing branches from service centres to combined sales and service packages.

Objective

To develop the effectiveness of Branch Managers in growing the business and developing staff.

Solution

Impact helped to achieve this through a two phase process which develops the skills that branch managers need to ensure people exceed their targets on a daily and weekly basis.

•    Phase one, Leading the Branch Team, develops the self-awareness and skills required to successfully lead and motivate branch teams to deliver consistently high performance.
•    This leads to phase two, a coaching and performance management module that equips managers to improving the performance of their people.

This process was aimed at the entire Branch Manager population, with Impact working in partnership with HR personnel at RBS Group.

Results

"Impact – it certainly has! They understood our needs from the outset and are delivering on the objectives, ensuring we can continue to lead the business to success."

Lorraine Boyd
Head of Resource Development

"The training work that we undertook with Impact has been the best I have been involved in. My team has become more dynamic and focused, with workplace behaviours and individual relationships now functioning at a much higher level. Overall performance has improved by around 15%. We are now much better equipped to deal with the challenges for the period ahead."

Alan Finlay
Senior Regional Manager
Retail Bank Glasgow