"RogenSi has been an invaluable partner with us over the last eight years. They understand our business, talk our language and have demonstrated proven results. They are an integral part of our success and a key component of our future".
Mike Skilling
General Manager
Business Financial Services
The Bank of New Zealand (BNZ) is a member of National Bank of Australia Bank Group and one of New Zealand's leading financial services providers. BNZ focuses on being a total provider of specialised financial services with products such as loans, investments, retirement savings, insurance (life, general, health, travel) and private banking. Its goal is to be the bank that New Zealanders choose above all others.
Lifting the game
Improving Diagnosis and Communication
The division’s tasks were to:
- Improve processes and strategic thinking about winning the business of existing and new clients
- Improve the abilities of staff to clearly communicate competitive advantages and differentiators in meetings, proposals and presentations
- Focus on business that provided the best return
- Improve customer satisfaction scores
- Develop a consistent approach across the bank
- A Thorough learning program
RogenSi developed a staged learning program to develop the following key skill areas among staff:
- New Business Development
- Pitching Skills
- Influencing
- Negotiation
- Presentation
A critical component of RogenSi’s approach was to use real scenarios and a series of reinforcement initiatives to keep the learnings alive, current and practical within the organisation.
This included:
- Consulting and coaching on specific opportunities
- Attendance by the executive team at each program to give them a deep understanding of the material, so they could gain the skills to coach internally
- One-day application exercises, in which team members worked through a detailed case study based on real-world situations they would be facing. This allowed the team to role play opportunities from beginning to end over the course of the day, which included:
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- Strategic analysis of the opportunity
- Meeting with the client
- Developing a persuasive case
- Presenting to the client
- Negotiating the final deal
Strong Results
In four years the Business Bank has doubled its written business; a significant achievement in an increasingly commodity-based sector. Over 25 percent of new business has come from competitor organisations, and this is still on the rise.
The program is ongoing, with the processes and concepts developed becoming central to the company’s culture and deeply embedded in day-to-day business practice.
Customer satisfaction has improved significantly, as tracked by BNZ’s own customer research.
The entire business has become more efficient, with headcount-to-volumes and headcount-to-profitability ratios improving dramatically.
