Our results: HSBC Malaysia

Contributors

Sector

Financial Services

Organisation

HSBC Malaysia

5,000+ employees

Malaysia

Focus

Customer Experience Strategy, Executive and senior leader engagement and alignment, Brand engagement, Service Programme, Culture change

The challenge

Global business had recently developed a brand focus – Think Joined UP as part of their ‘worlds local bank’ promise.
There was a significant business improvement programme being undertaken, but adoption and engagement was low.
Recent gallup measurement identified some significant customer challenges.
A multi-cultural organisation, traditionally hierarchal, and to achieve what was needed, they needed a more empowered and enabled workforce rather than compliant.

Our approach

A series of Executive engagement events to align everyone around a common purpose.
Engaged a core working group to co-create and design a fit for purpose plan to deploy a leader and peer led programme, cascaded through to all staff.
Raised the awareness of the importance of the brand to deliver service excellence.
Introduced a cadence of service focused conversations to drive continuous improvement
Delivered a range of workshops focused on sales, service and people management
Reviewed and aligned HR practices and resources to inform the employee experience.
Develop a group of enterprise wide leaders to maintain and support momentum within each area of the business
Built internal capability with instructional and event design, to sustain the approach long term.

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ON-Brand’s partnership with our senior leadership team is invaluable; it is making our overall business strategy come alive.

Ian Ogilvie

Deputy CEO

HSBC Malaysia

Excited by what we've achieved?

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HSBC Malaysia

Contributors

Sector

Organisation

Focus

The challenge

Our approach

ON-Brand’s partnership with our senior leadership team is invaluable; it is making our overall business strategy come alive.

The results

Net profit up 7%

Customer wait times down 59%

Error rate down 93%

7000 Improvement ideas implemented within 1 year

Excited by what we've achieved?

Related projects

HSBC Malaysia

Contributors

Sector

Organisation

Focus

The challenge

Our approach

ON-Brand’s partnership with our senior leadership team is invaluable; it is making our overall business strategy come alive.

The results

Net profit up 7%

Customer wait times down 59%

Error rate down 93%

7000 Improvement ideas implemented within 1 year

Excited by what we've achieved?

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