Project Summary – Mortgage Loan Company (UK Headquarters)

Business Challenges

• To place the company in a strong competitive position as it capitalized on deregulation of the financial services industry by entering the banking arena

Initiatives

• An assessment was made of skills needed and comparisons made with Best in Class
• Barriers to change were identified and a plan of action developed
• Workshops were implemented to Train-the-Trainer on facilitating the new training and how to coach Branch Managers in coaching to the new skills
• Branch Managers were trained in coaching to the new sales methodology
• Developed and implemented supporting learning system including videos and distance learning packages
• Computer systems and marketing materials were modified to support the new learning initiative
• On-site validation of training and new skills application

Results

• Training of all 6,400 personnel (including 600+ managers) was completed through an effective Training Cascade within 12 months
• New Financial Services were in place within a year of commencing the training
• Improved qualification and acceptance of “risk” at lower organizational levels
• The company was voted Mortgage Lender of the Year (by a leading Consumer magazine) two years in a row after a year of its entry into the market

Update

• The company moved up from sixth position to an acknowledged
  leader in its service offerings, and is now the third largest
  financial institution in the UK.

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