Huntswood - experts in people learning and development: financial sector credentials

Huntswood People Learning & Development Credentials Presentation Version 02/11

Huntswood overview ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Value, experience & knowledge - right people, right experience, right skills Training team – Financial Service qualifications (examples ) (of which) 70+ sales / service trainers 91% fully FPC qualified (or equivalent) 84% have additional relevant financial service qualifications Associate team 301 trainers Other (non-fs) qualifications include MBTI, SDI, DISC, NLP Master Practitioner, Diploma in coaching & mentoring, Firo-B etc Qualifications Business Area G20, G30, G80, CF2, JO6 Personal / Business Investment Planning, Investment & Risk G70, G80, CF8, CF3, CeRGI Long-term care, Life & Health Protection, General Insurance G60, K10, K20, CF4, CF5,G10, JO1, JO2, JO3, JO4, JO5 Pensions, Retirement / Financial Planning, Taxation & Trusts MAQ, CeMAP, FPC1, FPC2, FPC3, CF2, CF7,CF8, CF9, CeRCC Mortgages, Regulated Customer Care, TCF 11 South West 301 Total 111 South East 57 London 47 ,[object Object],55 North 20 Scotland No. of trainers UK regions

Commercial in confidence Page Managing team performance Introduction to management Project management Leading the team Behavioural change Developing high performance teams Effective team working Managing individual performance Coaching (transactional & transformational) Mentoring Facilitation skills Delegating Communication Resolving conflict Building trust Motivation Influencing & negotiating Managing relationships Giving feedback Performance management Talent management Leadership / Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Core Technical & Regulatory Knowledge ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Sales Effectiveness / Customer Service Learning & development programmes (examples)

Flexible, blended learning solutions Commercial in confidence Page i-Phone / Pad Apps Workplace Assignments Scenario-based e-learning On-line Modules Self-diagnostic Toolkits Network / Alumni Support Workshops Workplace Coaching / Mentoring Action Learning Sets Webinars Forum Theatre / Role plays with Actors i-tutorials Train-the- Trainer / Leader Customer Experience Activities Team Leader Packs On-line Learning Guides Blogging/Twitter Community

Selection and evaluation of trainers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Selection Potential associates are recommended by clients, associates or existing employees and are accredited as follows: 1) Assessment - structured interview looking at skills, experience, work habits and industry awareness 2) Test Paper - multiple choice test associated with topics such as TCF, Data Protection, Money Laundering and Continuous Professional Development 3) Presenting a 20-minute training session – based on a behavioural element of customer service 4) Case study – trainer is given a case study of a fictional company and asked to design and role play a training intervention Evaluation Having gone through the above process, the work of new trainers and designers is monitored and reviewed by QA and Project Directors. The work of existing trainers is monitored using the Kirkpatrick model. In addition QA / Project Director will observe courses at random and undertake regular reviews with client and trainers/designers. The QA / Project Director will work closely with designers in the development of new material, ensuring they have adequate support to undertake the task and monitoring the quality of output.

Huntswood’s preference is to use the Phillips model for measuring ROI ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Captures changes in business impact measures. 4. Business Impact Compares program monetary benefits to the program costs. 5. Return on Investment Measures changes in on-the-job behaviour and progress with applications. 3. Application and Implementation Measures changes in knowledge, skills and attitudes. 2. Learning Measures participant satisfaction with the program and captures planned actions. 1. Reaction and Planned Action Measurement Focus Level Evaluation Levels

Why Huntswood is the right learning & development partner for our clients ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Page ,[object Object],[object Object],[object Object]

What our clients say ,[object Object],[object Object],One of the challenges we face is to ensure that the values run through everything we do and it is really pleasing to see and hear this first hand in our sites particularly so early on in our journey. This is testament to the approach of the Huntswood team and how they have engaged at every level. I have been very impressed with the calibre and enthusiasm of the trainers and it has been a pleasure working with them to deliver the GI training programme. They truly felt part of our team. Angela Jamieson, Head of Operations, GI Glasgow Contact Centre, Tesco Bank ” “ “ ” The Huntswood team worked really hard to get inside our business to design and deliver practical and effective blended training solutions for our contact centre sales teams in the UK and India. What really impressed me (and I’m not easily impressed) was the lengths they went to make sure the skills were embedded in the centres. Huntswood understands what it’s like to work at the sharp end and what needs to happen to bring about sustainable change in behaviours. Andy Pearce, Head of Operations, Allianz Retail “ ” The Sales Academy was a fantastic flawless performance, a complete total success, the best investment we have made in development of our people in my 15 years. I saw grown men shift their behaviour, it was quite extraordinary. Terry Howard, Training Manager, Aviva ” ” ,[object Object],[object Object],“ ” Our challenge at Lloyds TSB has been extremely demanding. Huntswood was able to handle rapidly changing priorities and react quickly to our needs and also challenge us on our proposed course of action and the implications involved. The hassle free experience has been testament to Huntswood’s organisational and management skills. Jeremy Blake, Senior Manager, Customer Service Recovery, Lloyds TSB “ ”

Quality of people - pen portraits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Our consultants and trainers have on average 14 years’ financial services experience. The following profiles provide insight into their background, expertise and experience. ,[object Object],[object Object],Claire qualified as a lawyer and then devoted her energies to learning and development . She has spent 16 years in management development, personal skills training, project management and design within blue-chip commercially driven environments and the public sector. Claire has a pragmatic approach and works in partnership with individuals, teams and organisations to design, deliver and evaluate work related solutions, which deliver tangible business results. A considerable amount of Claire’s recent work experience has been with contact centres – helping individuals to sell and provide service to financial service customers. A recent project for a general insurance provider saw her: Products included travel Insurance, home Insurance, motor insurance, funeral plans, regulatory knowledge, sales process, and systems training. Managed the client through a successful selection of an on-line T&C management software provider. Created web based assessments and a record keeping system for knowledge and skills accreditations.

Quality of people - pen portraits ,[object Object],[object Object],Clive is an experienced management consultant, with extensive regulatory knowledge (especially in Training & Competence), but also in people & performance improvement, & coaching. He has 20 years financial services experience. Roles have included sales (as a consultant), sales management, training & competence management, compliance management & internal consultant. He also ran a region of over 300 financial consultants for 4 years with responsibility for sales delivery & all compliance & development issues. Clive has a BSc degree in Management, full FPC & the Chartered Institute of Marketing Diploma (with distinction). He is currently studying for an MA in Coaching & Mentoring Practice. Behavioural change & performance improvement in organisations is his particular area of interest. Clients include blue-chip organisations, such as HSBC, Barclays, Lloyds TSB, Co-operative Insurance Services, Nationwide, RBS, HBOS (BoSIS), Zurich, Clerical Medical & BMW. He also works with a professional cricket club, coaching the club’s coaches Recent projects include: an extensive Training & Competence review at a major global bank; an HR focused consultancy project with IMS (a pharmaceutical consultancy) in the USA & Europe; team and individual development programmes using DISC profiling and coaching (BoSIS); delivery of a major culture change programme (Zurich), as well as a senior sales development project with Aviva. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Quality of people - pen portraits ,[object Object],[object Object],[object Object],[object Object]

Philip Festa Head of People Learning & Development  07770 694 162  pfesta@huntswood.com Clive Cary Principal Consultant, People Learning & Development  07795 814 173  [email_address]

Huntswood - experts in people learning and development: financial sector credentials

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