Capability

Improve your staff skill-base and drive desired behaviors by digitizing your coaching frameworks, observations, and staff on-boarding. Enable your people capability framework to drive the right behaviors, culture, conduct and performance.

Bring your coaching and observations templates & tools to life through beautiful digital forms that embed into your team’s daily lives.  Gain visibility into activity across large distributed teams and discover the correlations between coaching activity and customer outcomes.

Staff feel more involved in their coaching. Staff enjoying the ownership it gives them for their own focus areas and goals/actions. Reflecting on previous sessions more makes the coaching more effective.
— Retail Bank Pilot Leaders
 

Financial institutions are transforming to be more customer-centric. Cultural change of this kind starts with clear communication from bank leadership about making the customer the priority.

The SeeEverything Capability application ensures that staff are getting the coaching they need. Dashboards provide executives visibility into coaching completion and effectiveness.

Identify behavior change and analyse the cause and effect coaching has on customer advocacy, regulatory behaviors and business outcomes. Provide insights on individual team members capability and areas for improvement.

 

Key Drivers

  • Ensure consistent high-quality customer experiences with evidence of comprehension and adherence to regulatory requirements

  • Review & continually improve customer experience & expertise in product, policy and procedure knowledge

  • View what activities are being observed and where leaders are focusing coaching across the entire network – highlighting gaps requiring greater scrutiny

  • Identify behavior change and analyse the cause and effect coaching has on customer advocacy, regulatory behaviors and business outcomes.

  • Provide insights on individual team members capability and areas for improvement.

 

SeeEverything Capability App

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Coaching - Continuous improvement of staff capability through ongoing coaching. Review & continually improve customer experience & expertise in product, policy and procedure knowledge.

Observations - Ensure staff have high quality customer interactions. Capturing demonstration of skills, evidence, disclosure and assurance. View what activities are being observed and where leaders are focusing coaching across the entire network – highlighting gaps requiring greater scrutiny.

Induction – Formalize and monitor your staff on-boarding and induction programs. Use SeeEverything to consolidate content, including less structured requirements like observations alongside links to learning systems.

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Performance Management – Motivate staff through alignment of your customer and business strategy.  Capture regular check-in conversations that can be aligned to ongoing coaching & observations, and capture ratings and review feedback.

Balanced Scorecard – Capture new customer centric people measures aligned to good customer outcomes. Manager ratings and review feedback can be aggregated and calibrated as an input into scorecards.

Targeted Compliance Coaching - Targeted coaching interventions triggered by compliance breaches and testing.  Capture corrective actions and drive accountability. Discover risk & compliance breaches and monitor staff behaviors relating to mandatory disclosures and regulatory requirements. Track evidence of adherence and corrective actions.

Accreditation – Record and capture evidence of comprehension & adherence to regulatory requirements. Automatically trigger actions when renewals are required.