employee engagement as a key driver of organisational success sarah white general manager, people...
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Employee engagement as a key driver of organisational success
Sarah WhiteGeneral Manager, People National Australia Bank
What we’ll cover…
Purpose & Values
Leadership
Customer Obsession
The Performance Link
Purpose & Values
Leadership
Customer Obsession
The Performance Link
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The purpose and value of ‘Purpose and Values’
“People buy why you do what you do, not what you do.
It's the larger social relevance that matters”
External Brand Internal Culture
PURPOSE
GOALS
VALUES
BEHAVIOURS
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Purpose and Values in action
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PURPOSE:
To inspire a happy healthy home revolution
VALUES:
• Keep Method weird
• What would MacGyver do?
• Innovate, don’t imitate
• Collaborate, collaborate, collaborate
• Care like crazy
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PURPOSE:
To provide the best customer service possible
VALUES:
• Deliver WOW through service
• Embrace and drive change
• Create fun and a little weirdness
• Be adventurous, creative and open-minded
• Pursue growth and learning
• Build open and honest relationships, with communication
• Build a positive team and family spirit
• Do more with less
• Be passionate and determined
• Be humble
Purpose & Values
Leadership
Customer Obsession
The Performance Link
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Coaching is an enabler of performance
Purpose & Values
Leadership
Customer Obsession
The Performance Link
Passion for Customers
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• Personal Emotional Connections
• No expected call handling times
• Customer training for ALL employees
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• Everyone is a “receptionist”
• Customer Care specialists
• Inspiring advocates
Purpose & Values
Leadership
Customer Obsession
The Performance Link
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Engaging employees makes commercial sense
PERSONAL BANKING
194%11,527%
Sale
s
2010 - 2014 1999 - 2008 2005 - 2012
Revenue
Mort
gage M
ark
et
Share
Cust
om
er
Sati
sfact
ion
Sta
ff E
ngagem
ent
Tota
l C
ust
om
ers
36%
16%
10%
12%
Questions?