
THE CHALLENGE
Historically, the retail banking client’s training was inconsistent, outdated, and often of poor quality. Training delivered to staff in existing locations varied from training delivered to staff in new branches resulting in meaningful disparities in performance, quality, and business results.
The bank decided to modernize and implement a new large-scale branch technology platform, and simultaneously overcome the historical training challenges. Unfortunately, the client’s L&D team had little direct control over the technology implementation process. Training design and development had to be done parallel to system development and testing activities.
The client recognized that new hires and existing employees needed unique support during their transition to the system.
Given these challenges, the client aimed to build a hybrid development team consisting of their internal L&D resources and Actio’s performance consulting, learning strategy, and content development team.
THE Solution
To optimize training effectiveness and performance results, Actio created a modern blended learning approach for three different audiences: existing employees going through the system transition, new hires transitioning into an existing branch, and new hires joining a new branch. We collaborated with IT to design training as the technology platform was developed and simultaneously created three integrated programs to maximize training reuse across programs. The programs included:
1. System Transition Training: Actio first designed role-specific roadmaps for employees, articulating the required training’s overall goals. We also developed eLearning courses that included short-term activities which could be completed by incumbent employees while performing regular job duties.
2. New Hire Training for Existing Branches: Development Maps promoted a consistent, high-quality training experience across all 300+ company branches worldwide. Instructor-led training blended with eLearning and coaching targeted specific knowledge and skills needed to perform. We infused training with high-impact, high-value authentic, whole-task practice and performance assessments (skill observations).
3. New Hire Program for NBO (New Branch Opening): NBO and existing branches used the same Development Maps to ensure a consistent, high-quality training experience for employees in new branches.
The final deliverables for this large-scale custom content development project included 250+ online resources, 88 eLearning courses, and a Coaching Toolset. Actio completed the project on time and budget, reducing overall training development and maintenance costs for the client.
COMPANY PROFILE
Industry: Financial Services
Specialty: Credit Union
Function: Retail Banking
Focus: Onboarding, Customer Service, Soft Skills, Technical Skills
BIO
This firm has the distinct honor of serving over 10 million members globally and is the world’s largest credit union. As a member-owned and not-for-profit organization, this firm always puts the financial needs of its members first. It employs a workforce of over 22,000 and has a global network of 344 branches.
ACTIO SERVICES
Learning strategy
Custom training solutions
Performance consulting