Design & Development Detailed-Level Design (DLD) Document
Project Title: GPB Account Team Curriculum
Service Request ID: Click here to enter SR #.
Project ID: Click here to enter Project ID #
Prepared By: Paul Stephenson, DeNeatha Woods
Date: Click here to select Prepared Date.
Version Number: 0.4
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DOCUMENT CONTROL Revision history
Date Version Status Prepared by Comments
8/8/2014 0.1 Draft P. Stephenson, D. Woods
8/12/2014 0.2 Draft P. Stephenson, D. Woods
8/13/2014 0.3 Draft P. Stephenson, D. Woods
8/14/2014 0.4 Draft P. Stephenson, D. Woods
9/4/2014 1.0 Final P. Stephenson, D. Woods
Document Reviewers
Role Name
GP Project Director Butler Newman
GP Project Manager Mike Bray
GP Lead Reviewer Greg Long
XXXX Project Lead Tim Price
XXXX Education Dewanna Graham
XXXX SME Katie Danby
XXXX SME Paul O’Donnell
XXXX SME Patrick Campion
XXXX SME Chris Marquis
XXXX SME Nadine Moser
XXXX SME Lionel Kwok
Risk Nicki Fulford
Compliance FCC Tracy Paradise
Compliance RC Joanna Thompson
Compliance Education Isael Paz
Global Standards Mariza Fotiou
DLD Document Approvers
Role Name Sign-off date
GP Project Director Butler Newman
XXXX Project Lead Tim Price
Project Documentation
Document Name and location
Detailed Level Design XXXX DLDesign DH v0.4
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TABLE OF CONTENTS A. Purpose ............................................................................................................................. 4
B. Learning Solution Executive Summary ........................................................................... 5
C. Objectives Overview ......................................................................................................... 6
Performance Outcomes .................................................................................................. 6
Learning Objectives ........................................................................................................ 6
D. Learning Solution Design Treatment Outline .................................................................. 8
High Level Outline .......................................................................................................... 8
Module 1 Desk Head Role Overview ........................................................................ 9
Module 2 Strategy, plans and metrics for overall team .............................................10
Module 3 High performing RM teams with growing AUM due to Desk Head coaching and support..............................................................................................................13
Module 4 FCC and RC embedded in all team actions ..............................................16
Module 5 New team members hired and effectively on boarded ..............................19
Module 6 Accounts retained following RM resignation .............................................22
Assessment .............................................................................................................24
A. PURPOSE This document facilitates communication and collaboration between GP Strategies and XXXX in order to design an effective learning solution. This document is to ensure clarity of project scope and intent before the development phase begins. The goals of this design document are to describe and confirm:
Appropriateness of learning goals and objectives
Accuracy and relevance of content areas
Appropriateness of content sequence and chunking
Suitability of practice and assessment activities to the objectives
Revised versions of this document will incorporate XXXX and GP feedback. Approval of a final version of this document is targeted 27 August 2014. Approval indicates that the course design is anticipated to meet business and learner needs and that course development based on this design may begin.
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B. LEARNING SOLUTION EXECUTIVE SUMMARY
Learning Solution Background
Learning Solution Goals
Performance expectations of Global Private Banking Account Team roles have changed in the context of a repositioned business strategy focusing on:
• de-risking of the business
• revised target markets and specific client types
• intragroup client acquisition & GPC
• implementation and upholding of Global Standards.
Further to field based diagnostics and high level design recommendation the GPB Account Team Capability Programme was approved for development by the GPB People Committee in June 2014.
Based on replicable models of top performance from the business, the key goals of the programme are to develop an integrated account team curriculum and workplace tools that will uplift performance against GPB strategic objectives through developing effective:
1. Account team working / operating focus
2. Sales and sales management practices
3. Embedding and leveraging of Global Standards for competitive advantage
4. Desk Head capabilities and role focus on Team leadership, Sales Management & Coaching and Supervision
This learning solution is focused on Goal 4 above, which will directly support achievement of goals 1-3.
Learning Solution Overview
The 2-day seminar will use scenario based exercises to equip the Desk Head to deliver the outcomes modelled through interview and observation of top performing Desk Heads and codified in the Desk Head Role Excellence Profile (REP). There is considerable emphasis placed on raising the level of performance in the area of coaching and, as such, a third day is devoted to working with Desk Heads on coaching techniques in the context of a performance-based model to specifically coach team members to produce high-value outcomes.
It is extremely important that instructors for the 2-day workshop are selected from facilitators experienced in finance, particularly private banking: to lend credibility and senior insights to the subjects being discussed.
Target Audience Desk Heads for XXXX GPB. Will need to keep in mind coverage, as no one office can be left unstaffed. Anticipated number of participants is six to 12.
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Prerequisites As a prerequisite to this seminar, Desk Heads must attend a 2 hour Account Team Overview course.
Assessment Strategy Desk Heads will self-assess against the Performance Outcomes.
Key Design Considerations or Risks
The Desk Head role is key but execution is highly variable across the business. Gaining Sponsor Commitment for a focus of the Desk Head as team leader is a key for success.
Relying on subject matter experts and those familiar with the REP will be essential in assisting with crafting scenario based case studies that is relevant to the Target Audience in each market.
The case studies will be regionally based fictional scenarios that incorporate details to assist learners in drafting strategies, plans, identifying risks, barriers to success and clients. It will also include cross-collaboration with intergroup business.
C. OBJECTIVES OVERVIEW
Performance Outcomes
Strategy, plans and metrics for overall team
High performance RM teams with growing AUM and revenues due to Desk Head coaching and support
FCC and RC embedded in all team actions
New team members hired and effectively on-boarded
Accounts retained following RM resignation
Learning Objectives By the end of this seminar, DHs will be able to:
Create and implement a business strategy and sales approach that aligns with the current market trends, RM team expertise and the GPB strategy that focuses on our clients, our markets, our proposition and how we operate.
Coach RMs to have RM account team members become self-directed, while recognizing the importance of interdependencies between and among teams.
Present compliance requirements as a competitive advantage for their teams and clients.
Effectively recognise and manage risk and ensure compliance.
Coach RMs to effectively create portfolios of clients that align with the business strategy.
Link client relationships to the bank and entire account teams, thereby retaining clients in the event of RM departure.
Create and maintain a strong, up-to-date candidate pipeline to avoid vacancies of critical team roles, then recruit and select candidates for team optimization.
On-board new team members for success and retention.
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Objective Module
1 2 3 4 5 6
Create and implement a business strategy and sales approach that aligns with the current market trends, RM team expertise and the GPB strategy of our clients, our markets, our proposition and how we operate.
X
Help RMs lead and coach their account team members to become self-directed, while recognizing the importance of interdependencies between and among teams.
X
Present compliance as a competitive distinction for their teams and clients.
X
Effectively manage risk and ensure compliance. X
Coach RMs to effectively create portfolios of clients that align with the business strategy.
X
Link client relationships to the bank and entire account teams, thereby retaining clients in the event of RM departure.
X
Create and maintain a strong, up-to-date candidate pipeline to avoid vacancies of critical team roles, then recruit and select candidates for team optimization.
X
On board new team members for success and retention. X
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D. LEARNING SOLUTION DESIGN TREATMENT OUTLINE
High Level Outline
Module 1 Desk Head Role Overview (Instructor Led Training)
1. Welcome 2. Performing with Excellence as a Desk Head 3. Summary
Module 2 Strategy, plans and metrics for overall team
1. Welcome 2. From Business Strategy to Action 3. Launching and Sustaining the Plan 4. Summary
Module 3 High performing RM teams with growing AUM and revenues due to Desk Head coaching and support
1. Welcome 2. Performance-based Coaching 3. Team Engagement and Interdependence 4. Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy 5. Summary
Module 4 FCC and RC embedded in all team actions
1. Welcome 2. Presenting KYC and CDD as a Value Proposition 3. Compliance as a Competitive Advantage 4. The Desk Head’s Role in Risk Management and Compliance 5. Executing the Role of Risk Gatekeeper 6. Summary
Module 5 Effective Team Recruitment and On-boarding
1. Welcome 2. Managing a Candidate Pipeline 3. Recruiting and Selection for Team Optimization 4. On boarding for Success and Retention 5. Summary
Module 6 Accounts retained following RM resignation
1. Welcome 2. The Account Retention Plan 3. How to Engage the Departing RM in Client Retention 4. Ensuring Client Satisfaction During the Transition 5. Summary
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Module 1 Desk Head Role Overview
Through review and discussion of the DH Role Excellence Profile (REP), this module introduces the key outcomes for top-performing DHs, as well as key tasks and success criteria for performing those tasks.
After completing this module, learners will be able to:
Describe examples of excellent performance and results.
Describe outcomes of value that top-performing DHs produce.
Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T1.1: Welcome
2 Min Introduction of the Seminar and module Presentation
T1.2: Performing with Excellence as a Desk Head
30 Min
Key components and characteristics displayed by a successful GPB team
Level setting expectations of each of the team roles
Introduction of case study scenario that will be used to introduce and guide learners through the REP outcomes of:
Strategy, plans and metrics for overall team
High performing RM teams with growing AUM due to Desk Head coaching and support
RC and FCC embedded in all team actions
New team members hired and effectively on-boarded
Accounts retained following RM resignation
Presentation
Small group exercise: Which of the outcomes do you view as your strengths? Which of the outcomes do you view as your weakness?
T1.3: Summary
3 Min Review of topics covered in this module
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Module 2 Strategy, plans and metrics for overall team
Aligning account teams based on market and team distinctions is a critical Desk Head outcome. This module will explore successful practices, tools, and techniques to enable the Desk Head to build a solid desk level business strategy in line with the GPB business strategy (in terms of client segmentation, target markets, the GPB client proposition and the GPB operating model) and align their account teams to it.
After completing this module, learners will be able to:
Establish a business strategy that is based on capabilities of the RM teams with clearly
defined targets aligned with market drivers.
Create and deploy a deliberate, comprehensive (across clients and products) sales
management approach.
Develop a desk level business plan with AUM and revenue goals and clear actions for
each RM team.
Mobilize each team to establish and communicate targets and leverage their scorecard
to measure/monitor progress and share with overall team.
Support/coach each RM team to implement strategy and collaborate across XXXX lines
of business to accelerate growth and increase the institutionalization of accounts /
intragroup business.
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Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T2.1: Welcome
2 Min
Introduction of the module Presentation
T2.2: From Business Strategy to Action
REP Key Tasks 1.1, 1.2, 1.3
5 Min
Best practices for aligning and leveraging account teams when building a business strategy
Video from a top performing DH sharing an illustrative anecdote from the field representing an aspect of the importance of how the key tasks supports the desired outcome
10 Min
Strategies for identifying account teams’ strengths and leveraging those strengths
Measures of success for this outcome
Review and discuss top performers best practices and how to apply these to account teams
20 Min
Review components that comprise a successful business strategy, business plan, and sales approach
Case study analysis: How team strengths influence business strategy and business plan, and how local market drivers affect sales approach
10 Min
Introduction of part 1 of the guiding scenario: New Market background. What are the elements of the new market that will help learners draft a business plan for this market
Presentation
20 Min
Ways to lead within and coach toward a comprehensive regional business strategy and sales management approach
Draft a business strategy in light of the scenario presented, market drivers and the GPB strategy of our clients, our markets, our proposition and how we operate
25 Min
Determine how to work with RMs to develop business plans and establish AUM and revenue goals
Small group exercise: Review and use template(s) to draft a business plan; present and defend strategy, plan, and sales approach
5 Min
Components of a successful business plan
Individual exercise: Plan next steps for completing a business plan after training for their team
5 Min
Review the three areas in which communication is key (within the
Presentation
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account team, across account teams, and up the organization)
T2.3: Launching and Sustaining the Plan
REP Key Tasks 1.4, 1.5
15 Min
Describe techniques for facilitating communication in all three sectors so communication and sharing become a natural part of the teams’ cadence
Presentation
30 Min
Identify and practice ways to coach the teams toward establishing targets and optimally using the scorecard
Group exercise: Scenario-based coaching situations where learners adopt team member roles for DHs to practice Performance-based coaching. Demonstrated solutions; identify when and how key coaching methods can and should be used
30 Min
Identify metrics for success for each team
Create a list of expectations for monitoring progress against goals
Small group exercise: Review and use template to draft a coaching and support plan; present and defend plan
10 Min
Determine strategies for creating an environment for collaboration among the account team and with intergroup business
Individual exercise: Plan and document next steps for completing final coaching and support plan after training
T2.4: Summary
3 Min
Review of topics covered in this module
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Module 3 High performing RM teams with growing AUM and revenues due to Desk Head coaching and support
This module builds on the foundation laid in the Effective Performance-based Coaching session. Learners will explore the value of coaching in leveraging performance and apply coaching skills practice to real-world scenarios. Group discussions and exercises will seek to identify and remove barriers to allow teams to achieve top performance. There is an emphasis throughout the session on collaboration and teamwork needed to achieve success.
After completing this module, learners will be able to:
Work with RM teams to develop, monitor and maintain actionable account plans and
strong pipelines
Encourage RMs and team to provide ‘idea flow’ based on XXXX’s strategy across
client-appropriate offerings, intergroup business and leveraging the whole bank.
Coach teams to position compliance/KYC/CDD with clients as mutually beneficial tool
for strengthening their portfolio and de-risking investments
Coach RMs to segment accounts appropriately to ensure high levels of service and to
maintain a portfolio aligned with the RMs strategy
Establish highly engaged and knowledgeable work team that maximizes RM and team
productivity and efficiency with optimal RM client contact time.
Ensure retention of key team members, especially the RM and CSE, to ensure
continuity of client service and KYC.
Support RMs in developing a portfolio of clients that aligns with target markets and
approach by leveraging overall team strategy and competitive positioning
Support RMs in establishing external network and referrals
Ensure prospects align with growth strategy and identify potential risk, including
reputational risk
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Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T3.1: Welcome
2 Min Introduction of the module Presentation
T3.2: Performance-based Coaching
REP Key Tasks 2.1,2.3,2.4
10 Min
Summarize key learnings from Effective Performance-Based Coaching Strategies course
Presentation
15 Min
Explore and discuss the value of coaching at the bank
Discuss the value of coaching at the bank including how it pertains to high-performing teams and satisfied clients
40 Min
Introduction of part 2 of the case study scenario: Applying lessons learned from the Performance-based coaching
Group exercise: Scenario-based coaching situations where learners adopt team member roles for DHs to practice Performance-based coaching and demonstrated solutions. Based upon the information found in the case study, how will you coach your team for success?
30 Min
Describe how to use the coaching guide and apply successful practices
Small group exercise: Review and use the template to draft a personal Coaching Action Plan for RM teams
10 Min
Define the value you will add as a coach in the context of the Desk Head role
Individual exercise: Plan and document next steps for completing final Coaching Action plan after training
T3.3: Team Engagement and Inter-dependence
REP Key Tasks 2.2, 2.5, 2.6
30 Min
Discuss how to work with RMs to match strategy and plan with desirable characteristics for team members
Group exercise: Scenario-based coaching situations where learners adopt RM roles for DHs to practice Performance-based coaching and demonstrated solutions. How will you (RM) determine your team members? What’s your plan?
105 Min
Explore the concept of “idea flow” based on XXXX’s strategy across client-appropriate offerings and how to coach RM teams to best provide it
Discuss the characteristics of highly engaged and knowledgeable work teams that maximize productivity.
Determine internal and external individual and team motivators
10 Min
Describe the criticality of team interdependence
Presentation
Discuss the importance retention of key team members has on the team
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30 Min
Articulate why team retention is important to client continuity and KYC
Small group exercise: Review the case study and the template. Then use the template to draft a team retention plan
Individual exercise: Plan and document next steps for supporting team retention after training
15 Min
Describe how to actively support the coaching relationship between RMs and their teams; practice providing feedback about observations related to RM teams
Describe potential barriers to individual and team performance and interdependence
Group exercise: Using the case study scenario, brainstorm potential barriers to team performance and interdependence and possible solutions
T3.4: Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy
REP Key Tasks 2.7, 2.8, 2.9
10 Min
Key trends identified from client satisfaction reviews; explore how DHs can identify and assist teams to replicate behaviours that exceed expectations
Presentation
10 Min
Describe the difference between “owning” these three topics (Performance-based Coaching, Team Engagement and Interdependence and Coaching RMs to Effectively Create Portfolios of Clients that Align with Strategy) and coaching the RM toward performance of these three topics
Discuss differences between “owning”(doing yourself) and coaching RM tasks
10 Min
Review strategy drafted in previous module
Discuss the DH role in setting up a business/team strategy in support of case study scenario; aligning teams to focus areas; and supporting RMs in pursuing clients that align with their team focus area
30 Min
Apply skills practiced during Performance-Based Coaching to each of the three tasks in this module
Group exercise: Scenario-based coaching situations and demonstrated solutions for asking for and gaining quality referrals for clients outlined in the case study scenario
T3.5: Summary
3 Min Review of topics covered in this module
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Module 4 FCC and RC embedded in all team actions
In this module Desk Heads will focus on their role in risk management and compliance. Through discussion and group exercises, they will consider their role as a risk gatekeeper and will brain storm strategies for ensuring proactive compliance across the entire system. They will also assess how to implement an appropriate risk management plan.
After completing this module, learners will be able to:
Use Compliance/KYC as competitive differentiator
Ensure that compliance is infused across the entire team and throughout all processes
and is not done retroactively
Serve as ‘risk gatekeeper’ for RM teams that report to the Desk Head
Establish proactive engagement with Risk and Compliance professionals, raising issues
and requesting guidance if there are questions about a potential client
Ensure Regulatory Compliance (RC) within the bank’s stated risk tolerance
Ensure Financial Crime Compliance (FCC) within the bank’s stated risk tolerance
Continually reassess the operational risk in the business and each RM team to
minimize exposure to fraud and losses
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Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T4.1: Welcome
2 Min Introduction of the module Presentation
T4.2: Presenting KYC as a Value Proposition REP Key Task 3.1
15 Min
Discuss ways KYC processes can be used to enhance client satisfaction
Video presentation (5 Min, top-performing RM discussing positioning of KYC), followed by breakout group discussions
T4.3: Compliance as a Competitive Distinction
REP Key Tasks 3.1
15 Min
Review components of GPB’s compliance and KYC measures as outlined within the CSE AML course
Presentation
15 Min
Articulate how and why GPB’s Compliance and KYC measures set the bank apart from the competition
Small group exercise: Brainstorm why GPB’s Compliance and KYC measures are key differentiators and how they benefit clients
70 Min
Prepare to coach team members to convey the talking points
Draft key talking points and next steps for conveying this distinction to the team and to clients
Individual exercise: Develop a personal pitch for conveying Compliance and KYC measures as key differentiators to the team
Group exercise: Present and discuss pitches and suggest improvements
15 Min
Debrief personal pitch exercise Discuss objections from clients or RMs and coaching strategies to use to overcome them
Individual exercise: Plan and document next steps for implementing differentiator pitch
T4.4: The Desk Head’s
5 Min Define what it means to be the “risk gatekeeper”
An illustrative anecdote from the field
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Role in Risk Management and Compliance
REP Key Tasks 3.3,3.4
10 Min
Review of the Desk Head’s role and responsibilities as “risk gatekeeper”
Discuss how to handle relevant bank gatekeeping situations, including examples from Desk Head’s own work experiences in this area
10 Min
Discuss at a high level the Desk Head’s role in owning sales and advice quality; balancing risk and growth; ensuring team’s CPD and certifications are updated; assessing risk; and being ultimately accountable for all actions of the team
Group exercise: Discuss example(s) of the types of situations that a Desk Head faces as “risk gatekeeper” and demonstrate appropriate responses
10 Min
Describe the role of the Compliance Office; how to successfully engage with the office; how to seek guidance; and how to report and escalate risks
Discuss successful practices for engaging with the office
T4.5: Executing the Role of Risk Gatekeeper
REP Key Tasks 3.2, 3.5, 3.6, 3.7
5 Min Describe the value of independent reporting relationships in maintaining financial compliance
An illustrative anecdote from the field
20 Min
Build a plan for how each role in the account team contributes to the XXXX practice of multiple lines of defence against fraud.
Using the case study scenario, discuss the potential risks associated with the scenario and the contribution of each team role in defence against these risks (What are the expectations for each role in risk and compliance?)
T4.6: Summary
3 min Review topics covered in module
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Module 5 New team members hired and effectively on boarded
The ability to identify, attract and recruit top-performing candidates is a key skill. In this module Desk Heads will focus on creating and managing a candidate pipeline and recruiting and selecting for team optimization. The next step is to insure that new hires are effectively on-boarded and contribute to the wider team. The module will be facilitated by group discussion and sharing of successful practices.
After completing this module, learners will be able to:
Establish and maintain a candidate pipeline
Confirm leadership support for adding/filling position
Open position and begin recruiting process
Screen qualified candidates
Establish interview process and identify who will participate
Based on interviews, make hiring decisions
Arrange for new employee setup
If appropriate, assign a peer mentor and monitor progress
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Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T5.1: Welcome
2 Min Introduction of module Presentation
T5.2: Managing a Candidate Pipeline
REP Key Task 4.1
10 Min
Identify external and internal resources for pipeline development
Review existing resources
Small group discussion: Using lateral thinking, discuss where you can recruit talented candidates that have the ingredients to be a successful RM; share with the class
20 Min
Practice using the ‘pipeline tool’ for sourcing and managing potential candidates
Group exercise: Experiential activity to gain exposure to the pipeline tool
Individual exercise: Begin customizing the tool
T5.3: Recruiting and Selection for Team Optimization
REP Key Tasks 4.2, 4.3, 4.4, 4.5, 4.6, 4.7
5 Min Assessing your team and identifying candidates that complement and add to existing RM team
Discuss benefits of sound recruitment and selection
5 Min Review internal recruitment and hiring processes/procedures
Describe the internal process for gaining approvals and initiating recruitment
Presentation
5 Min Review legal mandates Discuss legal sensitivities related to the hiring process
10 Min
Describe successful practices for screening, developing the interview approach, and conducting an interview
Practice developing sound interview questions and assessing candidates
Group exercise: Develop a list of sound interview questions and assess candidates
5 Min Describe internal process for extending an offer and acquiring employee’s necessary OTJ resources
Presentation
T5.4: Onboarding for Success and
10 Min
Discuss benefits of proper on-boarding
Group exercise: create an on-boarding checklist
15 Review of research regarding the relationship between
Group exercise: Develop a draft plan for communicating expectations and
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Retention
REP Key Tasks 4.8, 4.9
Min proper on boarding and retention
establishing an action plan
10 Min
Explain how to determine whether mentoring is needed
Discuss how to determine whether mentoring is needed
Discuss how to incorporate the Performance-based Outcomes into the on-boarding process
T5.5: Summary
3 Min Review topics covered in this module
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Module 6 Accounts retained following RM resignation
Institutionalizing the client relationship is key to retaining accounts when a RM departs. This module concentrates on formulating a solid plan aimed at client satisfaction and loyalty to the bank. Group discussion will focus on how to engage the departing RM and facilitate a smooth transition to the new team member.
After completing this module, learners will be able to:
Proactively develop an account retention plan/model in anticipation of future
resignations/retirements
Understand how to engage the departing RM to support client retention
Openly discuss importance of XXXX retaining clients/accounts and value of
collaborative approach to RM’s departure
Establish joint meetings (Desk Head and RM) with all clients to discuss departure and
ability of XXXX to continue to provide high level of service
Identify and respond to client concerns during the meeting and with appropriate follow-
up
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Topic Number & Name
Est. Time
Content Outline (Details of items covered)
Treatment (Content Presentation/ Activities/ Media/ Practice & Feedback)
T6.1: Welcome
2 Min Introduction to the module Presentation
T6.2: The Account Retention Plan
REP Key Task 5.1
15 Min
Determine how to gather ongoing qualitative and quantitative analysis of client satisfaction as a means for anticipating retention vulnerability
Video from a top performing DH sharing an illustrative anecdote from the field representing an aspect of the importance of how the key tasks supports the desired outcome
Discuss strategies for monitoring client satisfaction as a means for anticipating account retention vulnerability
10 Min
Articulate the account team’s value-added service model; learn how to infuse this value in every client interaction and make it part of the client experience
Small group exercise: Brainstorm strategies for when and how to apply the value-added service model to increase client satisfaction and loyalty
10 Min
Identify ways to assess/evaluate the breadth of client relationships across the account team as a means for determining if relationships need to be broadened
Discuss strategies for determining the breadth of client relationships across the team
10 Min
Identify components of a client retention plan, including Investment Counsellors and Credit Advisors and senior management as appropriate in the plan.
Group exercise: Develop a draft account retention plan for each account team using the template
T6.3: How to Engage the Departing RM to Support Client Retention
REP Key Tasks 5.2, 5.3
10 Min
Identify a list of expectations
Discuss the desired outcomes for an orderly transition and how to set and enforce associated expectations
5 Min Describe how to use the step-by-step job aid. This job aid is critical to preventing RMs from taking clients with them when they leave.
Presentation
10 Min
Practice the conversation with peer participants
Group exercise: Scenario-based situations and demonstrated solutions
T6.4: 5 Min Develop standard approach to An illustrative anecdote from the
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Ensuring Client Satisfaction During the Transition
REP Key Tasks 5.4, 5.5
reaffirming the account team’s dedication to the client
field
25 Min
Create a list of techniques for probing for and responding to client concerns around RM transition
Group exercise: Brainstorm a list of techniques for probing for and responding to client concerns
Individual exercise: Document action plan for maintaining high-touch contact with client during transition using the template
T6.5: Summary
3 Min Review topic covered in this module
Assessment
To ascertain progress towards performance outcomes Desks Heads will be asked to self-assess their competencies towards these outcomes throughout the workshop. This self-assessment will be specifically asked at both the beginning and at the end of the workshop. This will help to re-enforce lessons learned and highlight areas for improvement towards the outcomes.
Additionally, faculty will integrate feedback all through the seminar as a resource to help Desk Heads with their self-assessments. On-going feedback on Desk Head performance towards the outcomes will also be provided by their supervisors.