A Global Service unit delivering services for customers of a global bank offering complete range of retail and commercial Banking and Wealth Management solutions globally were experiencing challenges of a weakening communication between frontline employees and their managers, all of whom were based out of 14 Indian locations and servicing seamlessly across the world. A yawning gap in responding to or resolving the ground level issues and suspicion around manager’s inclination to solve for the issues were beginning to surface. All of this resulted in stress amongst managers and significant involvement of senior leaders in fire-fighting for seemingly routine people issues that could have been dealt with at the lowest levels. With the unstinted support and involvement of the Leadership team, Potentia designed an intervention in response to this situation to build capability around people management.
If you tell the truth, you don't have to remember anything.