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Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

 
On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level. 

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

Published on 25 April 2016

2016 Innovation & Transformation Awards: Pushing the boundaries of planning at The Co-Operative Bank

See the full Case Study

Against a challenging business backdrop, the DMT recognised the need for planning to support growth through all core bank channels and become active in shaping change that impacts customer, workload or resource, managing priorities, roll-out & communication. The team’s focus shifted from just resourcing & delivery, to support people in unleashing their potential. Strong engagement means they can help business managers plan ahead. They decompose sales plans & channel strategies to support great customer outcomes, driving up NPS. Major savings were realised via self-service, channel migration, network consolidation & resource optimisation. Innovations include centralised branch planning and resourcing, 500% rise in back office flexibility and flexibility across all channels, creating efficiency, agility & work life balance.

Key Results

  • NPS 38% to 58% since August 2014
  • Very significant cost and FTE savings
  • Complaint resolution time down 39 days to 7 days
  • 100% change notification compliance, up from 50% historically
  • Mortgage appointments increased evening availability by 200%
  • 90% of DMT team hitting objectives, up from 45%
  • Back office flexibility up 500%
  • Overtime spend
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Categories: Library, Planning & Resourcing, Back Office & Beyond The Contact Centre, Awards Case Studies

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