Four keys to attract the best talent at your financial services organization

Heading into November, the United States’ unemployment rate stood at 3.8 percent. While that low number signifies a strong economy, it also creates implications for financial services organizations as they look to hire employees. In contracting labor markets, financial services leaders tend to emphasize retention because the pool of available talent has diminished. Yet employees may feel Read More

By |2020-05-27T17:58:15-05:00November 21st, 2018|Comments Off on Four keys to attract the best talent at your financial services organization

The talent of talent management: Attracting it, retaining it, engaging it

The term talent management is used often and in many different contexts, but what is it really? And why is it important to the success of organizations? We most often think of it as an organization's efforts to recruit, retain, and train high quality staff members. It’s also been further defined as the science of using strategic human Read More

By |2020-05-27T17:59:39-05:00August 23rd, 2017|Comments Off on The talent of talent management: Attracting it, retaining it, engaging it

A ratings blockbuster: How Netflix streamed employee excellence

Patty McCord has no time to wait for your slow, methodical—she might add “plodding”—approach to change. The author of the upcoming book “Powerful” and former chief talent officer for Netflix says traditional human resources departments and management teams take the work that’s important within the company and slow it down. “Instead of focusing on the customer, employees Read More

By |2020-05-27T17:59:39-05:00August 21st, 2017|Comments Off on A ratings blockbuster: How Netflix streamed employee excellence

A staff to fly your best colors

Branch locations are closing and footprints shrinking, but branches continue to play an important part of customer experience. According to a recent JD Power U.S. Retail Banking Satisfaction Study, overall satisfaction rates higher among customers who use both the branch and mobile banking. When you consider that customers visit branches for human interaction, putting the right skillsets Read More

By |2020-05-27T17:59:40-05:00August 3rd, 2017|Comments Off on A staff to fly your best colors

From poisoned to positive: Healing a problematic workplace

What happens when employees at a financial institution admit to committing illegal activities directly related to a company culture? As anyone who follows industry news will tell you, it’s far from a theoretical question. And when such debacles happen in the public eye, you can imagine the repercussions. No pressure, right? But banks crippled by toxic cultures Read More

By |2020-05-27T17:59:41-05:00July 19th, 2017|Comments Off on From poisoned to positive: Healing a problematic workplace

Are you driven like Ford lately? Why banking execs should study the automaker’s CEO turnover

Ford recently fired its CEO Mark Fields, seemingly out of the blue. Based on the staid, risk-averse mindset that dominates much of the U.S. auto manufacturing sector, such a move seems counter-intuitive—especially given Fields’ performance. As recently as 2015, Fields produced record profits for Ford and if that is not enough to raise eyebrows, his replacement Jim Read More

By |2020-05-27T17:59:42-05:00June 30th, 2017|Comments Off on Are you driven like Ford lately? Why banking execs should study the automaker’s CEO turnover

Whatever floats your bank: Expand and explore the float staff concept

Financial institutions have long used float (or flex) staff for scheduling issues such as handling teller line absences. Yet float staff strategies vary and more FIs now use floaters for higher skilled and more expensive positions—all to serve customers on their terms and make branches more cost effective. Consider wealth managers, for example. Traditionally, they serve as Read More

By |2020-05-27T17:59:43-05:00June 12th, 2017|Comments Off on Whatever floats your bank: Expand and explore the float staff concept

The four corners of the universe: Four universal staffing challenges and how to tackle them

Somewhere between the concerns of bank marketers and discerning consumers, one essential truth sometimes gets lost: Great customer experience starts with engaged, productive employees. Thus it’s no surprise that workforce optimization dominates as a priority for banking executives who strive to transform branches. And to optimize their branch workforce, banks must implement, pilot or investigate the universal Read More

By |2020-05-27T17:59:46-05:00April 19th, 2017|Comments Off on The four corners of the universe: Four universal staffing challenges and how to tackle them

The transformation of the retail branch with workforce management

How will retail banking’s changing service model define the branch of the future? With adoption of online and mobile banking on the rise, customers are visiting branches less frequently. But when they do, they’re looking to conduct high value transactions that require more personalized service. Results of a 2014 GenPact and YouGov online survey confirm this trend, indicating that younger bank customers are migrating Read More

By |2020-05-27T18:00:07-05:00August 15th, 2016|Comments Off on The transformation of the retail branch with workforce management

Success factors for fixing the bank

When channel switching on TV, I always tend to linger on three programs: Kitchen Nightmares with the always-profane Gordon Ramsey, Restaurant: Impossible with Robert Irvine, and Bar Rescue with Jon Taffer. Each host operates as a consultant dealing with booze or food rather than financial issues, but the situations they address, their approach to problem solving and Read More

By |2020-05-27T18:00:08-05:00July 22nd, 2016|Comments Off on Success factors for fixing the bank

Transforming branch staff with predictive analytics

In recent years, banks have been focused on driving costs out of the branch network with self-service technology, branch closures and staff reductions. Yet, there is a genuine risk that driving any more cost out of the branches with across-the-board staff cuts will drive customers out of the bank altogether.“Workforce is the lifeblood of any organization,” according Read More

By |2020-05-27T18:00:10-05:00May 15th, 2016|Comments Off on Transforming branch staff with predictive analytics

Six lessons for making open office work

The “open office” is a growing trend in corporate America. Eliminating walls and private offices is proving to be popular with CEOs, such as Citigroup’s Michael Corbat, who are certain of an open office’s cost reduction benefits and hopeful of its collaboration potential. Yet, the open office has also delivered some unintended consequences, such as increased noise Read More

By |2020-05-27T18:00:11-05:00May 8th, 2016|Comments Off on Six lessons for making open office work

Reconfiguring branch staffing for sales

As consumer digital migration drains ever more branch traffic, banks have been working through a delicate transition with branch staffing.Amid all the pressing questions, sales, service, headcount and skills, executives have drawn comfort from the assumption that they at least had a rough idea of how consumer branch usage would shake out. Ultimately, it has been thought, Read More

By |2020-05-27T18:00:11-05:00May 6th, 2016|Comments Off on Reconfiguring branch staffing for sales

Surviving three most common M&A challenges

From initial discussions to final closing, merging two financial institutions is no small feat. The due diligence phase, which is the most critical component of the entire process, can reveal operational flaws, non-public orders, improper financials and numerous other items that were not apparent in early discussions. Beyond due diligence, however, there are three primary challenges that Read More

By |2020-05-27T18:00:11-05:00April 25th, 2016|Comments Off on Surviving three most common M&A challenges

Five tactics for keeping branches relevant

Smartphones are increasingly recognized as a natural conduit for everyday financial transactions, such as making payments and scanning checks for deposit. Still, some financial business is not meant for the small screen – or any size screen, for that matter. Many consumers continue to value the opportunity to sit down and talk through their financial options for Read More

By |2020-05-27T18:00:29-05:00September 4th, 2015|Comments Off on Five tactics for keeping branches relevant

Revitalizing bank culture with data analytics

A business can thrive or fail based on its internal culture since culture impacts morale, productivity and, ultimately, the bottom line. In many ways, culture is like a personality that reflects the values and attitudes of the leadership team, which affects all employees. Banking is about serving customers, providing exceptional service and keeping your best employees motivated Read More

By |2020-05-27T18:00:30-05:00August 26th, 2015|Comments Off on Revitalizing bank culture with data analytics

Five steps for hiring bankers who can sell

Recruiting is a big problem for most banks and financial firms. The question is always, “How do I hire bankers who can also sell?” Unfortunately, there is no simple answer to this question. However, the one thing you must recognize is that you and your process are responsible for the quality of the salespeople on your team Read More

By |2020-05-27T18:00:30-05:00August 11th, 2015|Comments Off on Five steps for hiring bankers who can sell

Lifting your compliance culture

It has always been a vital necessity for financial services companies to ensure that they are properly training their employees in matters of regulatory compliance. But, for too long, compliance issues and compliance training have been placed in separate silos, set apart from the real day-to-day work of the bank and even from its overall goals and Read More

By |2020-05-27T18:00:32-05:00June 29th, 2015|Comments Off on Lifting your compliance culture

Branch staffing based on local sales dynamics

For all that has been written about branches succumbing to the digital onslaught, it seems clear that banks will be clinging to the majority of their street corner outlets for some time to come. But it would be a big mistake to cling to antiquated branch management practices as well, particularly with regard to the all-important sales Read More

By |2020-05-27T18:00:36-05:00March 13th, 2015|Comments Off on Branch staffing based on local sales dynamics

Workforce management models for sales improvement

Managing a decentralized branch network presents challenges for banking executives. They have no real visibility into what their employees are doing on a daily basis, yet they rely on these same employees to deliver greater results and provide high-quality customer experiences. In this distributed environment, managing productivity is critical to ensure branch employees are focused on the Read More

By |2020-05-27T18:00:36-05:00March 9th, 2015|Comments Off on Workforce management models for sales improvement