Huntswood - experts in people learning and development: financial sector credentials


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Huntswood People Learning and Development shares its financial sector credentials

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Huntswood - experts in people learning and development: financial sector credentials

  1. 1. Huntswood People Learning & Development Credentials Presentation Version 02/11
  2. 2. Huntswood overview <ul><li>Formed 1996: offices in Reading and Strathclyde </li></ul><ul><li>Main focus: </li></ul><ul><ul><ul><li>Financial services companies (general insurers, banks, building societies, life & pension providers). Currently expanding into other areas – eg travel, retail, telecommunications, healthcare, public sector </li></ul></ul></ul><ul><ul><ul><li>Learning & development, coaching & mentoring, regulatory consulting, customer services and business improvement </li></ul></ul></ul><ul><li>Flexible & partnered approach: </li></ul><ul><ul><ul><li>Design only </li></ul></ul></ul><ul><ul><ul><li>Design & deliver (bespoke) </li></ul></ul></ul><ul><ul><ul><li>Design & train the trainer </li></ul></ul></ul><ul><ul><ul><li>Deliver clients’ material </li></ul></ul></ul><ul><ul><ul><li>Mix client & Huntswood material </li></ul></ul></ul><ul><li>2010 turnover – £34m </li></ul><ul><li>Key clients – Aviva, AIG, Friends Provident, Santander, Legal & General, Allianz, NFU Mutual, Nationwide, Prudential, Zurich, Lloyds Banking Group, RBS, HSBC, Barclays, Tesco Bank </li></ul><ul><li>Number of employees: FTE 127, Associates 6,000 (globally) </li></ul>
  3. 3. Value, experience & knowledge - right people, right experience, right skills Training team – Financial Service qualifications (examples ) (of which) 70+ sales / service trainers 91% fully FPC qualified (or equivalent) 84% have additional relevant financial service qualifications Associate team 301 trainers Other (non-fs) qualifications include MBTI, SDI, DISC, NLP Master Practitioner, Diploma in coaching & mentoring, Firo-B etc Qualifications Business Area G20, G30, G80, CF2, JO6 Personal / Business Investment Planning, Investment & Risk G70, G80, CF8, CF3, CeRGI Long-term care, Life & Health Protection, General Insurance G60, K10, K20, CF4, CF5,G10, JO1, JO2, JO3, JO4, JO5 Pensions, Retirement / Financial Planning, Taxation & Trusts MAQ, CeMAP, FPC1, FPC2, FPC3, CF2, CF7,CF8, CF9, CeRCC Mortgages, Regulated Customer Care, TCF 11 South West 301 Total 111 South East 57 London 47 <ul><ul><li>Midlands & Wales </li></ul></ul>55 North 20 Scotland No. of trainers UK regions
  4. 4. Commercial in confidence Page Managing team performance Introduction to management Project management Leading the team Behavioural change Developing high performance teams Effective team working Managing individual performance Coaching (transactional & transformational) Mentoring Facilitation skills Delegating Communication Resolving conflict Building trust Motivation Influencing & negotiating Managing relationships Giving feedback Performance management Talent management Leadership / Management <ul><ul><li>Treating Customers Fairly </li></ul></ul><ul><ul><li>Senior Management Arrangements, Systems & Controls (SYSC) </li></ul></ul><ul><ul><li>Training & Competence </li></ul></ul><ul><ul><li>Complaints (DISP) & Claims </li></ul></ul><ul><ul><li>Financial Promotions </li></ul></ul><ul><ul><li>FSA Supervision </li></ul></ul><ul><ul><li>Financial Crime (Anti-money laundering, fraud prevention, information security) </li></ul></ul><ul><ul><li>Governance & Senior Management Responsibilities </li></ul></ul><ul><ul><li>Principles-based regulation </li></ul></ul><ul><ul><li>Approved persons </li></ul></ul><ul><ul><li>ARROW </li></ul></ul><ul><ul><li>Data protection </li></ul></ul><ul><ul><li>Dispute resolution </li></ul></ul><ul><ul><li>Claims handling </li></ul></ul><ul><ul><li>Regulation overview & responsibilities </li></ul></ul><ul><ul><li>Regulatory updates </li></ul></ul><ul><ul><li>Current regulator and ombudsman views </li></ul></ul><ul><ul><li>Permissions </li></ul></ul><ul><ul><li>Conduct of Business (COB, ICOB, MCOB) </li></ul></ul>Core Technical & Regulatory Knowledge <ul><li>Consultative selling </li></ul><ul><li>Face-to-face selling </li></ul><ul><li>Selling through service </li></ul><ul><li>Selling over the phone (inbound & outbound) </li></ul><ul><li>Selling using Neuro-linguistic programming </li></ul><ul><li>Leading a Sales team </li></ul><ul><li>Key account management </li></ul><ul><ul><li>Cross-selling/up-selling </li></ul></ul><ul><li>Complaint handling </li></ul><ul><li>Commercial Acumen </li></ul><ul><li>Business Consulting </li></ul><ul><li>Financial Literacy </li></ul><ul><li>Customer service/experience </li></ul><ul><li>Winning negotiations </li></ul><ul><ul><li>Effective influencing skills </li></ul></ul><ul><ul><li>Communication skills </li></ul></ul><ul><ul><li>Innovation & creativity </li></ul></ul><ul><ul><li>Compelling presentations </li></ul></ul><ul><ul><li>Building empathy & rapport </li></ul></ul><ul><ul><li>Handling objections </li></ul></ul><ul><ul><li>Developing long-term client relationships </li></ul></ul>Sales Effectiveness / Customer Service Learning & development programmes (examples)
  5. 5. Flexible, blended learning solutions Commercial in confidence Page i-Phone / Pad Apps Workplace Assignments Scenario-based e-learning On-line Modules Self-diagnostic Toolkits Network / Alumni Support Workshops Workplace Coaching / Mentoring Action Learning Sets Webinars Forum Theatre / Role plays with Actors i-tutorials Train-the- Trainer / Leader Customer Experience Activities Team Leader Packs On-line Learning Guides Blogging/Twitter Community
  6. 6. Selection and evaluation of trainers <ul><li>The following checks are undertaken on all members of the team: </li></ul><ul><ul><li>IA-thenticate ® – proof of identity (using border control technology) </li></ul></ul><ul><ul><li>Fit & Proper check </li></ul></ul><ul><ul><ul><li>Proof of eligibility to work in the UK </li></ul></ul></ul><ul><ul><ul><li>Proof of address </li></ul></ul></ul><ul><ul><ul><li>Equifax credit check </li></ul></ul></ul><ul><ul><li>Five years referencing </li></ul></ul><ul><ul><li>CV authentication </li></ul></ul><ul><ul><ul><li>Gaps in CVs accounted for </li></ul></ul></ul><ul><ul><ul><li>Previous employers </li></ul></ul></ul><ul><ul><ul><li>Education </li></ul></ul></ul><ul><ul><li>Sight of original professional qualification certificates </li></ul></ul><ul><ul><li>Sanctions check </li></ul></ul><ul><ul><li>Previous directors check </li></ul></ul><ul><ul><li>Limited company check including; </li></ul></ul><ul><ul><ul><li>Companies House check </li></ul></ul></ul><ul><ul><ul><li>VAT check </li></ul></ul></ul><ul><ul><ul><li>Business Bank check </li></ul></ul></ul><ul><ul><li>Criminal records check (upon request) </li></ul></ul>Selection Potential associates are recommended by clients, associates or existing employees and are accredited as follows: 1) Assessment - structured interview looking at skills, experience, work habits and industry awareness 2) Test Paper - multiple choice test associated with topics such as TCF, Data Protection, Money Laundering and Continuous Professional Development 3) Presenting a 20-minute training session – based on a behavioural element of customer service 4) Case study – trainer is given a case study of a fictional company and asked to design and role play a training intervention Evaluation Having gone through the above process, the work of new trainers and designers is monitored and reviewed by QA and Project Directors. The work of existing trainers is monitored using the Kirkpatrick model. In addition QA / Project Director will observe courses at random and undertake regular reviews with client and trainers/designers. The QA / Project Director will work closely with designers in the development of new material, ensuring they have adequate support to undertake the task and monitoring the quality of output.
  7. 7. Huntswood’s preference is to use the Phillips model for measuring ROI <ul><li>Huntswood agrees with the client at the outset how the success of programmes will be tracked & measured </li></ul><ul><li>Typically Huntswood involves a third-party ROI specialist to avoid any conflict of interest (i.e. it would be wrong for </li></ul><ul><li>Huntswood to design, deliver AND measure our own output) </li></ul><ul><li>Where possible use is made of existing in-house measures which makes tracking more straightforward & cost effective </li></ul><ul><li>Wherever possible the ROI expert will work with client’s internal team to transfer her / his skills to the in-house team </li></ul><ul><li>In addition to confirming how effectively the programme is achieving the desired business impact, it also indentifies areas that require modification & amendment (i.e. it acts as a continuous feedback loop) </li></ul>Captures changes in business impact measures. 4. Business Impact Compares program monetary benefits to the program costs. 5. Return on Investment Measures changes in on-the-job behaviour and progress with applications. 3. Application and Implementation Measures changes in knowledge, skills and attitudes. 2. Learning Measures participant satisfaction with the program and captures planned actions. 1. Reaction and Planned Action Measurement Focus Level Evaluation Levels
  8. 8. Why Huntswood is the right learning & development partner for our clients <ul><li>Proven track record of introducing blended learning solutions at all levels: expertise is recognised by the world’s leading companies </li></ul><ul><li>Development of global, award-winning, cost effective, culturally sensitive solutions: National Training Award finalist with a network of trainers across the world </li></ul><ul><li>Flexible approach: no licensing or hidden fees. Solutions are owned by the client </li></ul><ul><li>Experienced, global workforce: over 500 learning & development designer and deliverers with an average of 14 years experience of running tailor-made blended solutions </li></ul><ul><li>Main focus: financial service companies (general insurers, banks, building societies, life & pension providers). Currently expanding into other areas – eg travel, retail, telecommunications, healthcare, public sector </li></ul><ul><li>Pragmatic learning & development philosophy: targeted at bottom-line results </li></ul>Page <ul><ul><li>The level of detail and thought is outstanding; a truly excellent piece of work as depicts the market leader. </li></ul></ul><ul><ul><li>It brought me out in goose bumps and it's so congruent with our strategic direction. </li></ul></ul><ul><li>John Kitson, Director, Aviva </li></ul>
  9. 9. What our clients say <ul><ul><li>Having entered a new market, we knew a traditional off-the-shelf sales course would not be fit for purpose. Huntswood took the time to get to know our people, culture, processes and what we are aiming to achieve. We worked together to design the solution and reviewed throughout to ensure all new joiners benefited. Many companies use the term 'tailor-made'; Huntswood sets the benchmark against which others should be judged. </li></ul></ul><ul><li>Bronagh Weir, Director of Innovation, McCurrach </li></ul>One of the challenges we face is to ensure that the values run through everything we do and it is really pleasing to see and hear this first hand in our sites particularly so early on in our journey. This is testament to the approach of the Huntswood team and how they have engaged at every level. I have been very impressed with the calibre and enthusiasm of the trainers and it has been a pleasure working with them to deliver the GI training programme. They truly felt part of our team. Angela Jamieson, Head of Operations, GI Glasgow Contact Centre, Tesco Bank ” “ “ ” The Huntswood team worked really hard to get inside our business to design and deliver practical and effective blended training solutions for our contact centre sales teams in the UK and India. What really impressed me (and I’m not easily impressed) was the lengths they went to make sure the skills were embedded in the centres. Huntswood understands what it’s like to work at the sharp end and what needs to happen to bring about sustainable change in behaviours. Andy Pearce, Head of Operations, Allianz Retail “ ” The Sales Academy was a fantastic flawless performance, a complete total success, the best investment we have made in development of our people in my 15 years. I saw grown men shift their behaviour, it was quite extraordinary. Terry Howard, Training Manager, Aviva ” ” <ul><li>There were three things that helped HSBC get our TCF programme right, the FSA’s 6 consumer outcomes, customer analysis and Huntswood . </li></ul><ul><ul><li>Joe Garner, UK Personal Services Head, HSBC </li></ul></ul>“ ” Our challenge at Lloyds TSB has been extremely demanding. Huntswood was able to handle rapidly changing priorities and react quickly to our needs and also challenge us on our proposed course of action and the implications involved. The hassle free experience has been testament to Huntswood’s organisational and management skills. Jeremy Blake, Senior Manager, Customer Service Recovery, Lloyds TSB “ ”
  10. 10. Quality of people - pen portraits <ul><li>Lee’s eighteen years of experience in sales training & development and project management is gained from a client base of blue-chip organisations. </li></ul><ul><li>Lee has a pragmatic approach and works in partnership with individuals, teams and companies to design, deliver and evaluate work related solutions, which deliver tangible business results. </li></ul><ul><li>Recent work for general insurer provider saw Lee project managing a GI Induction Training & Assessment Programme online. The work involved : </li></ul><ul><li>conducting a needs analysis programme and interviews across the business to benchmark the current position of sales and standards across teams. </li></ul><ul><li>investigating & designing process maps for the sale of house content and travel insurance products </li></ul><ul><li>providing recommendations and designing new sales materials for induction training and ‘upskill’ training programmes . </li></ul><ul><li>delivering on the job “live” coaching to advisers to reinforce skills and improve cross-sales of insurance and value-added products </li></ul>Our consultants and trainers have on average 14 years’ financial services experience. The following profiles provide insight into their background, expertise and experience. <ul><li>redesigning the induction process to create a more effective programme for the agent </li></ul><ul><li>project managing the recreation of all GI induction training materials to a web – accessible learning-guides library (approximately 25 modules) </li></ul>Claire qualified as a lawyer and then devoted her energies to learning and development . She has spent 16 years in management development, personal skills training, project management and design within blue-chip commercially driven environments and the public sector. Claire has a pragmatic approach and works in partnership with individuals, teams and organisations to design, deliver and evaluate work related solutions, which deliver tangible business results. A considerable amount of Claire’s recent work experience has been with contact centres – helping individuals to sell and provide service to financial service customers. A recent project for a general insurance provider saw her: Products included travel Insurance, home Insurance, motor insurance, funeral plans, regulatory knowledge, sales process, and systems training. Managed the client through a successful selection of an on-line T&C management software provider. Created web based assessments and a record keeping system for knowledge and skills accreditations.
  11. 11. Quality of people - pen portraits <ul><li>Stuart has worked in financial services for over 20 years, with 15 of those years spent as a trainer for some of the UK’s largest general insurance companies and retail banks. </li></ul><ul><li>Stuart specialises in call centre training. Recent sales and service projects include: </li></ul>Clive is an experienced management consultant, with extensive regulatory knowledge (especially in Training & Competence), but also in people & performance improvement, & coaching. He has 20 years financial services experience. Roles have included sales (as a consultant), sales management, training & competence management, compliance management & internal consultant. He also ran a region of over 300 financial consultants for 4 years with responsibility for sales delivery & all compliance & development issues. Clive has a BSc degree in Management, full FPC & the Chartered Institute of Marketing Diploma (with distinction). He is currently studying for an MA in Coaching & Mentoring Practice. Behavioural change & performance improvement in organisations is his particular area of interest. Clients include blue-chip organisations, such as HSBC, Barclays, Lloyds TSB, Co-operative Insurance Services, Nationwide, RBS, HBOS (BoSIS), Zurich, Clerical Medical & BMW. He also works with a professional cricket club, coaching the club’s coaches Recent projects include: an extensive Training & Competence review at a major global bank; an HR focused consultancy project with IMS (a pharmaceutical consultancy) in the USA & Europe; team and individual development programmes using DISC profiling and coaching (BoSIS); delivery of a major culture change programme (Zurich), as well as a senior sales development project with Aviva. <ul><li>Designed and delivered the sales through service training requirements for Ulster Bank’s new credit and loan sales teams </li></ul><ul><li>Created the cultural change and skills workshops for the implementation of new call centre service teams for the Government Research Council </li></ul><ul><li>Increased sales and service by 10% through a customer service and sales programme for the Retirement Insurance Advisory Service Call Centre . </li></ul><ul><li>Introduced a new customer service approach to Thomas Cook Call Centre Teams, which significantly increased service and sales of enhanced holiday packages </li></ul><ul><li>Coached EDF Energy Customer Service Advisors during live calls, which resulted in the organisation moving from bottom in the utilities sector league table to 6th place </li></ul><ul><li>Designed and delivered protection package sales training for HFS Call Centre Loan Advisors </li></ul><ul><li>Selected to design customer service best practices for BMW Call Centre Consultants which formed basis of company wide practices </li></ul><ul><li>Improved customer service standards and customer satisfaction levels for Royal Bank of Scotland’s Call Centre </li></ul>
  12. 12. Quality of people - pen portraits <ul><li>Bal has a proven track record of success in training design and delivery. She is a self starter with a positive impact on performance through people development. She is involved in all aspects of training, competence and development. </li></ul><ul><li>Recent successes - delivered a performance improvement workshop for a major bank focusing on sales and interpersonal skills for managers; designed and delivered a new empowered T&C scheme training programme for independent financial services sales force of an international bank; delivered a development programme covering core management skills and behaviours to population of 120 managers resulting in increased performance; delivered sales process and skills training programme to new and existing supervisors and licensing managers, reducing costs by 15%; delivered performance management workshops for managers leading to 20% performance improvement and overall target achievement; project managed and led the implementation of a T&C Scheme resulting in Team of the Year award within regulated sales division; organised, designed and delivered train the trainer events for a number of key training and development projects. </li></ul><ul><li>James is an experienced trainer who has a background in both sales and sales management in the financial services sector. He is an accomplished deliverer with strong facilitation, interpersonal and practical skills. </li></ul><ul><li>Recent Successes - design of sales process manual and accompanying launch workshop for call centre operatives within a mutual insurance company; coaching of first and second line managers and call centre contact staff in basic sales skills within a multi-national bank; training needs analysis of call centre, design of basic sales skills training, delivery of one-day sales skills workshop and design of observation aid and sales process manual for a mutual insurance company; design of training material for delivery by `in house` trainers covering sales skills, delivery of induction course for experienced new entrant financial advisers both tied and whole of market including extensive use of POS system for a mutual insurance company; delivery and coaching of a computer-based sales monitoring and management system for an insurance company. </li></ul>
  13. 13. Philip Festa Head of People Learning & Development  07770 694 162  Clive Cary Principal Consultant, People Learning & Development  07795 814 173  [email_address]