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Transformational Change Management Programme, Major Retail Bank.

 

Project Overview

The Mobias story began in 2013 with the appointment to a major European retail bank’s ATM replacement and upgrade programme, which eventually spanned over 4,000 machines in more than 3,000 locations across the UK and Ireland.

In 2015, the appointment was expanded to encompass a range of Change Management services. The requirement w

 

Project Overview

The Mobias story began in 2013 with the appointment to a major European retail bank’s ATM replacement and upgrade programme, which eventually spanned over 4,000 machines in more than 3,000 locations across the UK and Ireland.

In 2015, the appointment was expanded to encompass a range of Change Management services. The requirement was to deliver in-branch staff training, performance coaching and customer influencing. The appointment covered 400 branches and involved recruiting, developing and managing a multi-skilled team of professionals, providing both fixed-term in-branch training and coaching along with a flexible team available ‘on call’. The in-scope works included both technical training on new self-service devices and behavioural coaching with the introduction of new ways of working. The work with the client’s customers involved influencing and encouraging the migration of transactions towards self-service, freeing up branch team time to work on customer relationship building and needs satisfaction.

The relationship has continued to evolve with Mobias becoming an integral part of the bank’s team, providing a diverse range of services, from managing planning applications, to overseeing the relationship with technology partners and project managing the full scope of works.

This has seen Mobias go on to deliver a programme of transformational change across the branch network, reflecting the needs of today’s high street bank and delivering services in a way that continues to meet customer demand.

 

Our Approach

Our team has comprehensive transformational change knowledge and extensive experience working with retail and financial organisations. We take the time to gain a deep understanding of our client’s needs and how their business operates, understanding the customer journey along with branch and technical operations. Throughout this long-term programme we offered a flexible resource, scaling as required. Providing a fully integrated end-to-end service allowed our client’s team members to concentrate on their ‘day job’ rather than the intricacies of running a complex programme.

By providing training on areas from how to use the technology to how to engage with customers, the bank’s employees have been able to develop a new ‘hip-to-hip’ concept when dealing with customers. In addition, maintaining a physical presence in branch for three days post-rebrand or installation, as well as a second visit a few months later, has also enabled the team to engage with customers and monitor progress – addressing any issues along the way. With feedback scores in excess of 96 per cent across the 130 branches surveyed, the team has proved it can deliver.

With an average of 45 projects taking place in any one day, and more than 90 pieces of kit being installed across the bank’s network at any one time, the scale and scope of the job was vast. It was imperative the team knew exactly what was happening and when, to help avoid programme clashes and drive out inefficiencies.

Our approach delivered a seamless programme with minimal disruption and maximum efficiency. The result built on our delivery of a fully-integrated technology, automation and property service for one of Europe’s largest and most modern self-service estates.

Transformational Change Manager, Leading European Retail Bank – “The team guided me from start to finish; they approached their work as our partner. We selected the services we wanted to use including governance, commercial control and programme delivery. Throughout the process they guarded our brand and ensured our security working across our complex structure of multiple stakeholders with multiple brands. They are a pleasure to work with, providing a single touchpoint for this complex work. And, they enabled the delivery of one of the biggest programmes of transformational change in our history.” 

Mobias is part of Extentia Group, a group of specialist companies dedicated to every facet of the built environment; market leaders in our respective fields, together we deliver joined-up thinking to develop long-term property strategies that drive productivity and enhance business performance.