Is your leadership team managing your most important resource correctly?
We consistently see managers who are ill-equipped for the role they are performing and managers typically have little or no training.
In our experience, managers tend to become managers because they were good at the processing work they completed (and have been there long enough). But being good at a processing role does not mean you will automatically be a good manager - it simply doesn't work that way.
Most managers learn through informal 'on the job' training and their biggest influence tends to be the previous managers they have reported to. Some organisations provide some 'bare bones' training through a central HR function, but the reality is that many operational managers are ill-equiped to manage their area.
And this skills gap is not limited to team leaders, it can be manifest at all levels of management.
Learning how to manage people effectively is pivotal to the continued success of an Operation. Once you have the right frameworks and robust, accurate and efficient processes in place, you need to be able to manage your workforce effectively.
We upgrade your management teams skills by:
- Observing the current management performance
- Building a training course that meets your specific needs
- Delivering training that is meaningful to staff
- Role-playing to embed new techniques
- One to one coaching to refine performance
- Observing and verifying the new management performance
Giving managers the skills and training they need to be an effective manager is absolutely vital to ensuring that your operation can continue to run efficiently long after you complete a transformation programme.
Testimonials
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“Their collaborative approach to change ensured buy in with my team and we worked together to improve processes and performance throughout the Branch Network and Contact Centres.
The team did what they said they would do and kept us informed along the way. I wholeheartedly recommend their services to other
companies and would not hesitate to work with them again in the future.”
Head of Sales Development & Planning, Large Retail Bank
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“Their brief was to design and implement an OE programme to increase significantly both the overall efficiency and effectiveness of the business and thus reducing costs. They were very successful and delivered well beyond their original brief.
In my specific division they delivered in excess of 3 million cost reduction and reshaping all 3 operating models - brilliant!”
Executive Director,
Large Retail Bank
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“I have enjoyed working with you and the OE team, you have delivered what you promised and have listened to our comments and concerns.
Thanks again for all of your help and support.”
Team Leader,
Large Retail Bank
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“I really enjoyed the session, it has given me a lot to think about with my coaching and a great new angle to approach performance. I
would in fact say that I found it fascinating that we able to look at our calls in that amount of detail.”
Team Leader, Call Centre,
Financial Services
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“They have a wealth of experience in identifying and eliminating waste from processes to reduce costs and improve the customer
journey. Lean Consulting has a passion and the drive to make a difference, which allows them to quickly gain the confidence of
stakeholders in their ability to deliver changes, but also to ensure that those changes are embedded across the business.
Through the use of their skills, and coaching ability they has been able to 'open the eyes' of colleagues to the potential that continuous
improvement can deliver.”
Operational Strategist,
Financial Services