This document outlines Coutts & Co's THiNK Leadership Programme, which was created in partnership with Mindflick to develop future leadership skills. The programme involves a 2-year embedding process including workshops on emotional intelligence, critical thinking, and high performance teams. An initial pilot with 3 cohorts of 14 leaders saw positive results including improved staff survey scores and increased critical thinking. The programme aims to help leaders understand their people, create psychologically safe environments, and develop strengths-based leadership. It also seeks to reinvigorate Coutts' culture of learning.
1. AN INNOVATIVE APPROACH TO
OUR LEADERSHIP
DEVELOPMENT
A JOURNEY MAP
Head of Learning & Professional
Development , Coutts & Co
Claire Foy
2. 2
BACKGROUND
THiNK Leadership Programme
Peter Flavel
CEO of Coutts &
Adam Banks
(2016 - Present
time)
328 years
Traditional Values
Modern Approach
Purpose Led
Diverse Clients
Long term Employees
Leadership Engagement
4. 4
LEARNING CULTURE
THiNK Leadership Programme
Proposed Future
Research Gap
Fill GapEngagement
Toolkit
One size
fits all
Mandatory
Leaders
by
Behaviour
Previous
5. 5
THE ASK
THiNK Leadership Programme
• Helping our leaders understand the people they lead
• Create psychologically safe environments
• Maximise their own and others’ strengths.
Increase engagement
• Personal and interpersonal effectiveness,
• Problem-solving,
• Strategic thinking,
• Overall adaptability.
Create world-class leaders of the future:
• Create relevant, contextual, and actionable learning
opportunities.
Reinvigorate the culture of learning
6. 6
COURAGEOUS COLLABORATION
THiNK Leadership Programme
• Small new company
• Dr Mark Bawden & Dr Pete
Lindsey
• World of elite sport
• Excellent track record
• Not ex-financiers
• Not training company
• Psychology tool combining
behavioural style with mindset
7. 7
2 days EQi
Workshop
1 day High
Performance
Teams Workshop
1 day Pig Wrestling
Workshop
1 day Super
Strengths
Workshop
Host
Psychological
Safety Team
Session
THE JOURNEY
THiNK Leadership Programme
2 year embedding programme
Spotlight De-
brief every
direct report
Reframe
Problems share
with team
Super Strength
identification of
reports
8. 8
THiNK leadership programme
CULTURAL SHIFT
• Pilot first
• Creative language
• Selection process
• Respected leaders first
• Taken out of work environment
• Offered not mandated
• Waitlist created
Create
Interest
EMAIL INVITATION
“Congratulations, you have been selected by Exco to enrol in
one of the first three cohorts of the THiNK Leadership
Programme.
This programme has been specifically designed in partnership
with Mindflick® who have a background in the world of elite
sport, and have blended together cutting-edge performance
psychology and people development
This programme will change the way you THiNK as a leader,
support you in building a better knowledge of yourself, your
team, super-strengths, problem solving and decision making,
and will enhance the way you influence change.
The THiNK programme is a large investment into you as a
team leader, so dedication is required to ensure you commit to
attend the full journey and complete the programme. Your line
managers have been advised and are fully supportive of this.”
9. 9
THE THINK ROLL OUT
THiNK Leadership Programme
Pilot 3 cohort of
14 leaders
NPS 9.3
Staff survey
+16
Roll Out 140
Leaders
1400
individual
reports
18 months
Embed 46 Team
Sessions
12 Town
Halls
250
Coaching
Interactions
12 Pig
Wrestles
Feedback Leaders Staff Survey Exco
10. 10
RESULTS
THiNK Leadership Programme
• Four key staff survey metrics
• New Language
• Covid-19 wellbeing & resilience success so far
Increase engagement
• Critical Thinking example
• One process change - 4 extra mortgage cases per week (circa £810k each).
• Approx. £130 million in mortgages retained in
• Circa £324k in arrangement fees
Create world-class leaders of the future:
• High NPS
• Leaders comments “…this was the best course of its type that I have ever been
on”, and “…far and away the best training day I have ever done at Coutts in
over 10 years”.
• Demand outstripped supply
Reinvigorate the culture of learning
11. 11
KEY LEARNINGS
THiNK Leadership Programme
• Slow down & research
• Reflect on past offerings
• Intuition not instinct
• Time to THiNK & learn
Pace
• Experts in specifics
• Cross industries
Collaborate
• Make bold decisions
• Challenge expectations & push
boundaries
Bravery
• Use creative language
• Selection process with limited space
• Tough stakeholders first
Create Interest
• Persevere against the pressure
• It is business is not personal
• Keep FLEXing your style
Resilience
• Full embedding process - essential
• Variety of approach
• Repeat, repeat, repeat….
Follow Up
To get key influencers behind the programme and create an internal sense of momentum, people in senior leadership roles were selected to take part in the first cohort. After the success of this cohort rippled throughout the business, noise got back to other leaders about the relevance, excitement, and difference of THiNK.
Following the success of this initial cohort, the programme continued to be rolled out across the business, taking a phased approach. The scope of the programme is now spreading beyond what we initially anticipated. It is now our intention to put all leaders within private banking through THiNK, having achieved 70% so far. It has also resulted in the development of a Sales programme (called ‘CLiCK’) building on the tools used in THiNK, ensuring a common language is spread throughout the business.
The growth of THiNK could not be achieved without the backing of the ExCo. Key members of the board, including Coutts’ CEO Peter Flavel, backed THiNK with a tangible commitment, investing £325,000 and over 5600 business hours into the programme. This has been the biggest investment Coutts has made in L&D since the financial crash of 2008, with the ExCo continuing to support the extended roll-out of THiNK. Furthermore, the ExCO have also incorporated the frameworks, language, and thinking provided by THiNK into the way they make business decisions.