Building a world-class employee communications function

September 2013

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About HSBC

80 countries and territories

6,600 offices

55 million customers

270,000 employees

Over 100 languages and dialects spoken

2011: New strategy, new structure

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The communications challenge…the way we were

Growth through acquisition Multiple cultures, processes, products and channels Inconsistency of communications approach and capability Inconsistent recruitment practices; job descriptions, salary, grade etc Communications practitioners embedded in the business No visibility of who doing communications and where No global communications strategy No seat at the top table

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The solution

Audit of communications practitioners Global communications strategy aligned to the business Competency framework Learning needs analysis Development of three stage programme, plus supplementary learning Review and measurement Accreditation

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The framework

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The framework

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The outcome

Reached 254 people from over 25 countries 100% of all delegates have developed personal learning plans Surpassed target of 8 out of 10 feedback score for modules 1 and 2 –

average scores were 8.6 and 8.8 respectively Surpassed target of 3 out of 4 feedback score for Module 3 – average

score was 3.74 Met target feedback score of 8 out of 10 for Learning Labs Practitioner skills levels increased in the six months from enrolment

– From 61% capability in all skills to 71%

Expert skills levels increased in the six months from enrolment – From 64% capability in all skills to 74%

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Where next?

Becoming a more integrated communications function - external comms

Addressing current business needs - becoming business experts, not just subject matter experts

Continual improvement using our in-house capabilities

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Any questions?

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