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s Ltd 2015

Breakthrough PerformanceFurther, faster, together

2016 Team of the YearCo-operative Bank2016 National Planning Conference29th November, Nottingham

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Professional Forums Ltd 2016

Thank you to our Sponsors

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Benchmarking & Accreditation

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■ Introduction

■ Case Study presentations

■ Table Buzz

■ Q&A

Contact the presenter or the Forum team if you would like support in this area. Take time to speak to the presenters at the break.

-Claire McMahon-Membership Support

Team LeaderThe Forum

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Session Chair

4

-Graeme Gabriel-

Strategic WFO ConsultantVerint

Session Chair

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s Ltd 2015

Breakthrough PerformanceFurther, faster, together

Co-operative Bank

2016 Overall Team of the Year

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Professional Forums Ltd 2016

2016 Planning Awards

6

Cop-operative BankOverall, Team of the Year

Lisa Brodigan, Analyst of the Year

Team&AnalystofThe

Year

PRESENTEDBY

AndyMcMillanNathanMilneLisaBrodigan

• Providehighstreet,telephonyandinternetbanking,currentaccounts,mortgages,savingsaccounts,creditcardsandloansto

approximately3mcustomers

• CurrentFTEisgreaterthan5,000 acrossthebranchnetworkandcentralsites

• Prideourselvesonourcustomerserviceandcustomersatisfactionlevels

• Putourcustomersattheheartofeverythingwedo

• Committedtoleadingthewayonethical,environmentalandcommunitymatters

ABOUTUS

OnAJourney

3yearplanfora‘GoldStandardService’Including• Internal&ExternalBestPractisereview• OmniChannelServiceOffering• Becomingtrusted&indispensable• Improverigouraroundbusinesschange&activity

• Increasingtheprofessionalism,competency,&engagementwithourteam

We’ve“branched”out!

Di

• PlanningforanumberofNewAreas• BranchNetwork,• Complaints,• Email&Webchat,• DiaryAppointments• FinancialSupport&FinancialCrime,• BackOffice

• Coverallproductsfromfirstpointofcontacttoresolution

• Focusfrom5yearsoutto‘realtime’

TheirGoalsareOurGoals

• OneTeamApproach• CreatingAdvocacy• DMC• CustomerExperience&NPS

LongevityThroughDevelopment

• GenuineCareerPath• Smallerbutmorehighlyskilledteam• ManagementTraining• BestPracticeReviews• RoleTrials&Buddying• Professionaldevelopment

AnalystOftheYear:LisaBrodigan

• PreviousRoles– CustomerServiceAdvisor,Trainer,RealTimeAnalyst,SchedulingAnalyst

• CurrentRole- ResourceAdvisor(12months)

• Demand&Supplyforecasting,flexishiftdesign&stakeholderrelationships

• BusinessBankingSalesandService,6Teams,67FTE

• CustomerResponse,9Teams,74FTE• Mortgages,12Teams,79FTE

AnalystOftheYear:LisaBrodigan

• MortgageMarketRegulationChanges.

• IntroducedWFMtooltoOutboundAdvisedTeams

• Introducedschedulingbyskillandcompetency

• IncreasedMortgageappointmentcapacityby20%

• BusinessBankingCustomerExperiencescores

• Serviceleveldeliveredthrough2016

• Weeklyforecastingaccuracyimprovedby35%

• Schedulingefficiencyincreasedby14%

AnalystOftheYear:LisaBrodigan

• ColleagueEngagement• Introducedonlineovertimepledgeprocessto700Advocates

• IntroducedManagerWebPortal,includingguides,processes,linksandperformancedata

PRESENTED BY

QUESTIONS

AndyMcMillanNathanMilneLisaBrodigan