We are continuing to develop great leaders and support the development of talent across the bank. We’ve remained committed to delivering and embedding our flagship leadership programme – Determined to lead.
We remain committed to embedding a strong service mindset through our Service Excellence training – our pan-bank customer service programme that sits at the heart of achieving our ambition to be number one for customer service, trust and advocacy.
In 2018 we launched our bank-wide sales programme, Sales Excellence. It teaches the tools and techniques that enable those in sales roles to be the best at ethical, needs-based selling. It covers both core and advanced techniques that help to uncover the full financial needs and goals of customers, and present compelling options on the ways we can help. Over 60% of the appropriate colleagues have already completed a Sales Knowledge Assessment level 1, with training for all front-line sales colleagues, sales specialists and sales leaders underway.
Professionalising our colleagues is important to us. We continue to work closely with the Chartered Banker Institute, Chartered Banker Professional Standards Board and Institute of Bankers to improve professional standards across the industry.
We continue to offer a well-developed range of learning to support core and common capability needs which are available in a variety of formats (e.g. classroom, webinar, e-learning and video) to support personal development, individual capability or prepare people for future roles. Our colleagues can also access relevant learning provided by external partners.
In 2018, we launched the NextGen talent development programme for high-potential colleagues at managerial level, helping them become the future leaders we need. The learning opportunities available align to the bank’s Critical People Capabilities. There are five people capabilities that we have identified that will help build the right knowledge, skills and behaviours, and help the bank to be successful now and in the future. We have developed a Capability Checker to support our colleagues in identifying the capabilities most relevant to their current and future roles, aligning learning to those capabilities.
We also have a number of initiatives to support the development of talent across the organisation. Our Female Development Programmes focus on supporting women to reach their full potential and manage their careers effectively. They support our aspiration to be gender balanced by 2030.