Employee engagement as a key driver of organisational success

Sarah WhiteGeneral Manager, People National Australia Bank

What we’ll cover…

Purpose & Values

Leadership

Customer Obsession

The Performance Link

Purpose & Values

Leadership

Customer Obsession

The Performance Link

4

The purpose and value of ‘Purpose and Values’

“People buy why you do what you do, not what you do.

It's the larger social relevance that matters”

External Brand Internal Culture

PURPOSE

GOALS

VALUES

BEHAVIOURS

5

6

Purpose and Values in action

7

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

8

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

Purpose & Values

Leadership

Customer Obsession

The Performance Link

10

11

12

Coaching is an enabler of performance

Purpose & Values

Leadership

Customer Obsession

The Performance Link

Passion for Customers

15

• Personal Emotional Connections

• No expected call handling times

• Customer training for ALL employees

16

• Everyone is a “receptionist”

• Customer Care specialists

• Inspiring advocates

Purpose & Values

Leadership

Customer Obsession

The Performance Link

18

Engaging employees makes commercial sense

PERSONAL BANKING

194%11,527%

Sale

s

2010 - 2014 1999 - 2008 2005 - 2012

Revenue

Mort

gage M

ark

et

Share

Cust

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er

Sati

sfact

ion

Sta

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ngagem

ent

Tota

l C

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36%

16%

10%

12%

Questions?