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Employee engagement as a key driver of organisational success

Employee engagement as a key driver of organisational success. Sarah White General Manager, People National Australia Bank. What we’ll cover…. Purpose & Values. Leadership. Customer Obsession. The Performance Link. Purpose & Values. Leadership. Customer Obsession.

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Employee engagement as a key driver of organisational success

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  1. Employee engagement as a key driver of organisational success Sarah White General Manager, People National Australia Bank

  2. What we’ll cover… Purpose & Values Leadership Customer Obsession The Performance Link

  3. Purpose & Values Leadership Customer Obsession The Performance Link

  4. The purpose and value of ‘Purpose and Values’ “People buy whyyou do what you do, not what you do. It's the larger social relevance that matters” External Brand Internal Culture 4

  5. Purpose and Values in action

  6. PURPOSE: • To inspire a happy healthy home revolution • VALUES: • Keep Method weird • What would MacGyver do? • Innovate, don’t imitate • Collaborate, collaborate, collaborate • Care like crazy

  7. PURPOSE: • To provide the best customer service possible • VALUES: • Deliver WOW through service • Embrace and drive change • Create fun and a little weirdness • Be adventurous, creative and open-minded • Pursue growth and learning • Build open and honest relationships, with communication • Build a positive team and family spirit • Do more with less • Be passionate and determined • Be humble

  8. Purpose & Values Leadership Customer Obsession The Performance Link

  9. Coaching is an enabler of performance

  10. Purpose & Values Leadership Customer Obsession The Performance Link

  11. Passion for Customers

  12. Personal Emotional Connections • No expected call handling times • Customer training for ALL employees

  13. Everyone is a “receptionist” • Customer Care specialists • Inspiring advocates

  14. Purpose & Values Leadership Customer Obsession The Performance Link

  15. Engaging employees makes commercial sense 36% 11,527% 194% 16% 12% 10% Total Customers Revenue Sales Mortgage Market Share Staff Engagement Customer Satisfaction 2010 - 2014 1999 - 2008 2005 - 2012 PERSONAL BANKING

  16. Questions?

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