Developing People Managers at American Express

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Best Workplaces Conference- January 2012

Best Workplaces Conference- January 2012

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  • 1. DEVELOPING PEOPLE MANAGERS AT AMERICAN EXPRESS 17TH JAN, 2012 1
  • 2. AGENDA  Role of a People Leader  AXP Approach of Leadership Development  Journey  Program Framework for People Leader Development – A Few Development Offerings  Measuring Effectiveness  Becoming A Great People Leader – Sharing the Secret Mantra 2
  • 3. THE ROLE OF A PEOPLE LEADER SIMPLE Keep employees Engaged and Motivated! 3
  • 4. HOWEVER SIMPLE IS THE DIFFICULT NEW 4
  • 5. WHAT DOES IT MEAN TO BE A LEADER TODAY? 5
  • 6. 5 CORE ELEMENTS OF A PEOPLE LEADERCoaching & FeedbackExhibit Business & Process Knowledge and provide Coaching & FeedbackEmotional ConnectBuild an Emotional Connect during critical employee touch pointsCommunicateCommunicate. Communicate. CommunicateEnergize TeamEnergize Team. Celebrate individual and team success publiclyUnderstand Career AspirationsUnderstand Career Aspirations and provides guidance 6
  • 7. OUR APPROACH TO LEADERSHIP DEVELOPMENT31-Jan-12 AXP Internal 7
  • 8. LEADERSHIP PHILOSOPHY AT AXPAt American Express Everyone is Considered to be a Leader. Leading is a way of being and you dont need to have direct reports to demonstrate leadership. Leadership is not defined by title; it is earned through competence, caring and judgment. 8 8
  • 9. SEGMENTED APPROACH TO DEVELOPMENTThe 3 E’s OF DEVELOPMENT TIERED CURRICULUM PROVIDING EXPOSURE TARGETING & SEQUENCED EXPERIENCE LEARNING BY CAREER STAGE EDUCATION Leader of Leaders First Level Leader Aspiring Leader A BLENDED LEARNING APPROACH TO ENABLE SUSTAINABILITY 9
  • 10. THE 3 E’S 31-Jan-12 AXP Internal 10
  • 11. THE TIERED APPROACH Tiered Curriculum-------------- Aspiring Leader -------------- -------------- Executive Leader ------------- Tier 2: Leader of Leaders Tier 1: First Level Leaders Leaders of Leaders lead other people leaders with at Aspiring least one direct report First Level Leaders are people Leader leaders with at least one direct report 31-Jan-12 AXP Internal 11
  • 12. LEADERSHIP DEVELOPMENT FRAMEWORK31-Jan-12 AXP Internal 12
  • 13. PROGRAM FRAMEWORK FOR DEVELOPING PEOPLE MANAGERSFuture Leaders’ Program Strengthening Leadership Diversity Leadership• New and Aspiring Leader • Continuing to Grow @ AXP • Grace Curriculum • Global Rotation Program • Pathways to• Leadership Academy Sponsorship • Platinum Leadership Program• Aspire to Lead • Sponsor Effect Sessions • Authentic Leadership• Structured Talent Workshops • Gensquare Workshops Enhancement program • Executive/ Leadership Insight• Creating Great Leaders Website Facilitating Careers Across Leader Segments • Web based trainings • Mentoring Programs • One India Projects • Mentoring Ring • Leadership Tasting Panel • Career Conversation Leader Toolkit 31-Jan-12 AXP Internal 13
  • 14. FOCUS FOR TODAY’S SESSIONFuture Leaders’ Program Strengthening Leadership Diversity Leadership• New and Aspiring Leader • Continuing to Grow @ AXP • Grace Curriculum • Global Rotation Program • Pathways to• Leadership Academy Sponsorship • Platinum Leadership Program• Aspire to Lead • Sponsor Effect Sessions • Authentic Leadership• Structured Talent Workshops • Gensquare Workshops Enhancement program • Executive/ Leadership Insight• Creating Great Leaders Website Facilitating Careers Across Leader Segments • Web based trainings • Mentoring Programs • One India Projects • Mentoring Ring • Leadership Tasting Panel • Career Conversation Leader Toolkit 31-Jan-12 AXP Internal 14
  • 15. LEADERSHIP ACADEMY – PREPARING FUTURE LEADERSLeadership Academy :The Program :6 month long training intervention to groom future people leaders & create talent pipelineSelection Procedure :Only Hi Potential applicants basis performance rating and senior leader recommendationAptitude Test with cut offs benchmarked on top people leaders in the organizationsInterview Round with cross functional senior leaders, HR & OD TeamDetails :Holistic curriculum encompassing critical components of effective leadershipDevelopment Centre : Individual Experiential Diagnostic Center using psychometric toolsFunctional & Leadership knowledge/skills – Self discovery/ skill development :Mentoring & Apprenticeship ProgramEvaluation : written assessments, term end presentations, Feedback from executive coachMeasuring Success : 95% successfully posted into people leader positions 15
  • 16. STRUCTURED TALENT ASSESSMENT PROGRAM :ENHANCING PEOPLE LEADER EDGE IDENTIFY DEVELOP GROW L & D Interventions • Leadership Development Trainings Graduation post : Hi Potential • Senior Leaders as People Leaders Mentor •Project Completed 20% of Participants • Green Belt Training Duration: 6 Months •All Trainings to experience Hi Complexity completed lateral/ promotional Assignments moves. •Performance Visibility feedback • Exec Project Review • Speed Mentoring • Talent Review Senior Leader as Project Manager for E2E operational Excellence 16
  • 17. CONTINUING TO GROW : STRENGTHENING LEADERSHIP 12 months high touch program focusing on group & individual development to maximize learning Personalized Focused Internal- external leverage on support to Development Balance existing top talent women Leaders Theme 1 Theme 2 Theme 3 Theme 4 Theme based Exec Strategic Gender Influencing Instructor Presence Thinking Intelligence skillsTalent Assessment Increased Learning Agility Led Training Web Based Development Theme Based Newsletter to share Web Based resources Assessment Information through Newsletter Hi touch modules Relationship Cluster Mentoring ( Twice in a year) Based Share & Learn sessions Learning Sponsor Effect Workshops 0-3 3-6 6-9 9-12 Mths Mths Mths Mths AXP Internal 17
  • 18. MEASURING EFFECTIVENESS31-Jan-12 AXP Internal 18
  • 19. MEASURING EFFECTIVENESS Cross People Leader Team/Business Scorecard Moves Annual Employee Talent Assessment Pulse The Annual Employee Pulse Survey Measures: - Leadership – People Management - Leadership – Technical Capability - Recommend Your leader Retention of team members especially hi potentials Employee Development & Career Advancement 19
  • 20. The Secret Mantra of a People Leader : From Good to Great…..Power of 5 20
  • 21. EXHIBIT PROCESS KNOWLEDGE IN ALL COACHING & FEEDBACK SESSIONS 1 Be a Subject Matter Expert & Build creditability by displaying process knowledge Give Specific & Actionable feedback during coaching sessions : focus on ‘how to do’ and not just ‘what to do’ Conduct regular & timely coaching / feedback sessions 21
  • 22. BUILD AN “EMOTIONAL CONNECT” WITH YOUR TEAM MEMBER 2 Be visible and present for their needs Celebrate employee’s personal occasions and professional milestones through their journey – Birthdays, Anniversary, Confirmation, movements Share, Care and Be fair in a genuine & authentic manner– Share : experiences, learnings, accomplishments, advice– Care : for their needs , aspirations, expectations, development, morale– Be fair : let go personal biases, support all their needs, help all learn from mistakes 22
  • 23. COMMUNICATE – COMMUNICATE – COMMUNICATE 3 Help team members connect with the larger organization goal – provide context, share vision, expectations , opportunities , priorities and Business updates Help team members with day – day : Communicate regularly through one on ones, huddles and declutter facts from grapevine in their minds to instill focus, confidence & comfort Solicit ideas and solutions : include them in problem solving and leverage them 23
  • 24. ENERGIZE TEAM 4 Create, Sustain a healthy & positive work environment full of excitement Acknowledge & Recognize success : big or small Inculcate a team spirit that becomes the reason for them to come to work everyday 24
  • 25. UNDERSTAND CAREER ASPIRATIONS & HELP IN FULFILLMENT 5 Help each team member in being aware of their strengths & career goals Link strengths, aspirations, organization needs & career guidance tools to develop & execute robust development plans . Hand hold them and set them for success at every Talent display window till they are completely “ready”. 25
  • 26. LAST THOUGHTS ‘A leader is a dealer in hope.’ - Napoleon Bonaparte ‘The role of a leader is to define reality and to give hope.’ - Ken Chenault 26
  • 27. Questions31-Jan-12 AXP Internal 27
  • 28. TIPS FOR A GREAT CONVERSATION Questions 31-Jan-12 AXP Internal 28