EGG

This pivotal piece of work was won after a 3-month competitive tendering process. It introduced learning and development capability into this new internet bank and well illustrates how we react to clients’ challenges.

Three of our senior managers arrived on site to find a shell of a building being rapidly transformed into a work environment. The remit soon became clear: to develop the full systems and process training programme for all contact centre associates for the launch of the country’s first internet bank, EGG.

We led the programme to manage the training design, development, delivery and administration through a team that rapidly grew to 38 people. A 4-week syllabus of regulated and non-regulated courses spanning four business streams was designed, developed and delivered in a variety of venues in two geographically dispersed locations. The systems processes were constantly being redefined so the training programme had to be managed in a challengingly dynamic environment.

The highly successful launch of the bank was in no small part due to the efforts of the L&D team who had worked hard to meet exacting deadlines which demanded that we deliver accredited associates and trained team leaders to coach new staff. Indeed the client’s Head of Change Management described the programme as “an impossible task completed within impossible timescales”. Following launch, the team then transitioned the L&D task through operational maturity to permanent staff.

Egg Savings and Mortgage accounts have now been transferred to the Yorkshire
Building Society.

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