High Performance Leadership

Post Training Performance Improvement Actions

March 2024
Opportunities/Quick wins for Branch and Head office

Introduce new product

Support the process by: Introduce new products for

Identifying and communicating underserved segments
customer needs (e.g. Refugees, prisoners)

Be Your Customers’ ambassador

Negotiate with key corporate Customers
for special partnership to promote their Credit department to provide list of customers
business to branch customers in return Relationship department to support in dealing
for increased customer business with with major corporate customers
your branch
Improve Marketing Communication

Identify and effectively communicate key Do more publicity communicating to the public
strengths of the bank to your employees and about the bank’s unique offerings and corporate
customers social contributions

Improve Accessibility

Encourage customers to utilize alternative Expand channel options and availability

channels (e.g. ATM, POS, mobile) (e.g. digital, mobile)

Align Outsourced staff

Educate and encourage outsourced staff to welcome and serve Collaborate with outsourced service providers to train and align
customers professionally; and acknowledge their effort and assigned staff with the bank’s service standards and
contribution expectations
Service Excellence

Adhere to the service standards of the bank with continuous follow up Districts to conduct regular customer survey and provide branches with the
Always ready forms, waiting space, chairs, lights, sockets, ads, guard area necessary items for branch refurbishing
Collect customer feedback (Intercept, suggestion box/books) Support from marketing on brand related issues (paint and print materials)

Manage inactive accounts

Identify, communicate and activate promising accounts

Set target time and support branches in identifying, communicating and activating
Close failed accounts
accounts
Follow up and recognize successful branches

Branch Corporate