Leading UK bank

Leadership

development

Challenge

The company approached DSW to help continually develop the capabilities of its senior and middle management populations as a route to future growth. This included giving them strong communication skills to lead and manage technical team members in a highly competitive environment. 

Solution 

A leadership behaviours programme was proposed based on the Leadership Through People Skills (LTPS®) suite. The leadership programme utilised a learning system called Learning Engineering, which has proven to be effective in accelerating adult learning.

 

The programme consisted of:

  • Explanation of the LTPS model and behaviours

  • Demonstration of this in real life scenarios

  • Practice and video playback to review the application of the model

  • Feedback from colleagues to cement what has been learned

  • App development to embed and sustain the learning outcomes and provide just-in-time learning 

Outcomes 

93% of former delegates felt the programme has increased their leadership skills and effectiveness. There is ongoing advocacy for LTPS® and all newly-promoted managers are put through a 5 day leadership development programme. A programme of LTPS®-based 360° feedback, executive coaching and follow-up workshops has also been implemented, to further develop leaders' skills. 

UK challenger bank

Business relationships training

Challenge 

A UK-based challenger bank required help to develop its business relationships through a network of 16 face-to-face relationship managers who were finding it difficult to move clients from a transactional sales model to a collaborative-selling model. 

Solution 

DSW designed and delivered a programme of 2 day workshops which gave relationship managers the skills and tools needed to move from needs-based to collaborative client relationships. The programme was supported by a number of role-plays and ‘play back’ of delegate input, allowing for practice of real-world scenarios in a safe environment. Delegates created plans to implement what they had learned during the workshop and measure their current practice against 'best in class' techniques, so they were able to see where they needed to enhance their approach. 

Outcomes

Delegate feedback was outstanding with each manager reporting a significant change in the way they built relationships and networked after attending the training. The business also reported a post-programme improvement in manager confidence.

UK Challenger Bank

Financial services Training Provider

Apprenticeship consultancy & delivery

Challenge 

A Training Provider, which was new to the apprenticeship market, approached DSW as a sector and L&D specialist to help shape a Financial Adviser Apprenticeship programme. The Training Provider was struggling to find competent part-time tutors to deliver the programme.

Solution

The apprenticeship team provided a day's consultancy to shape the programme and identified a talent pool of highly-skilled part-time tutors with relevant work history to support delivery of the apprenticeship Standard. 

Outcomes

The training organisation feels confident that it has the right people in place to deliver the programme and is assured of its approach to programme development as a new provider in the world of apprenticeships.

 

FCA regulated firms

Conduct risk

Challenge

A number of firms attended DSW’s Chartered Insurance Institute (CII) accredited conduct risk programme, to help staff at all levels understand the Financial Conduct Authority’s (FCA) principles of conduct risk, key areas of regulation and how to evidence compliance and fair outcomes for customers.

Solution

DSW delivered the conduct risk programme as a piece of blended learning, which was tailored to reflect the specific needs and requirements of each organisation. We worked with stakeholders to identify real case studies and business issues which could be used within the content of the programme to show real-world application of the principles of conduct risk.

Outcomes

Delegate feedback across all sectors was extremely positive, with those attending the programme reporting a better understanding of FCA regulation and how the key principles support the wider industry.

Top 5 UK bank

Complaint handling

Challenge

A top 5 UK bank’s call centre team members were miss-categorising a high percentage of customer calls as complaints. Customers were calling for advice, not to complain, but this miss-categorisation led to some form of compensation being paid, with the cost of these calls running into millions of pounds.

Solution

After liaising with the FCA, complaints were benchmarked against industry peers and inconsistencies and flaws in the process were found. The client’s L&D team put together a training programme to address these challenges and worked with DSW to source Coaches and Trainers to support training for all call centre and face-to-face teams.

Outcomes

The bank’s call KPIs changed from red to green following successful delivery of the training interventions.

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+44 (0)1302 760 008

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