FNB

FNB is one of the top 3 banks in South Africa and provides personal, commercial and corporate banking services to more than 6 million customers across the country.

Business challenge:

Even though numerous training and development initiatives had been rolled out in the past, these tended to be quite fragmented and did not tie into the FNB Branch Banking’s overall business strategy. The result was that customers had an inconsistent experience with differing levels of service depending on the branch they visited.

Nature of the engagement:

Grow Consulting was contracted to assist with the design, development and national roll-out of a Service and Customer Experience program. This process entailed conducting a thorough systemic analysis of the business to identify the required curriculum content, as well as cultural and contextual barriers that may impact the successful implementation. We then developed a highly interactive 4-day program that was rolled out with our support to over 13 000 branch banking staff across South Africa. In support of the staggered implementation approach, the various leadership layers from Provincial Executives, to Provincial Management Teams, Branch Managers and Service Champions were taken through in-depth alignment and development sessions.

Client quote:

Working with Grow Consulting on building the Passion in Action service program was an easy task. The Grow Consulting team understood our business requirements and delivered a solution within record time. Their service ethic is one to be commended and an outsourced partner to be highly recommended.

(Kirsty Dare - Head: Customer Experience Strategy and Support.)