Case study
Raiffeisen Bank
Increasing sales and employee satisfaction of the local subsidiaries of an international banking group.
Discovery and Planning
Details: Serbian subsidiary of an international banking group, present in more than 13 markets, wanted to implement Agile Methodology in Branch Offices across the whole country.
Problem: Employees that are in contact with clients are overwhelmed with operative work and not having time for customer care and
creative work.
Main goals:
• Increase in customer satisfaction with bank services
• Empowerment and independence of employees in Branch Offices
Our approach
Defining a tailor-made Way of Work – we adjusted the process of Scrum Framework so it would give the best results for this specific case;
Implementing and coaching new roles that did not exist in the Bank:- Educating and coaching leadership roles in developing skills necessary for empowerment, coaching, and education of team members, so they can become more independent.
- Coaching team members in becoming more independent and cross-functional, I.e., capable of covering all the activities that needed to be done in the Branch Office.
Way of Work
Assessment:
- Interviews with people on different positions and from different regions in Serbia
- Shadowing Branch Offices in its daily work
- Collection of data via surveys of Branch Offices, done with the team members and their leaders
Based on the Assessment information, we defined four main recommendations:
- New WoW that helped team become more self-organized in operational work
- New responsibilities for leaders
- New process for setting goals that was supported and connected with company goals
- New system for solving blockers that teams used to face, when delivering high quality service to the customers
Education
Based on the knowledge gap we identified in the assessment phase, we have organized the following training courses:
- Introduction to Agile
- Scrum Master training
- Feedback training
- Facilitation & Visualization training
- Coaching & Mentoring training
Results
- Sales productivity/employees - 21% Increased
- Employee satisfaction - 43% points Increased
