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Goals and Methodology
Case study 1
Case study 2

Team coaching : Case study 2

Framework of the mandate:

Client:  A Private Bank

Team to be coached: team of Relationship Managers (RM)

The obstacles encountered during the "current situation session":

  • The investment proposals made by the bank's investment committee are not adapted to the team's South American clientele.

  • Excessive administrative tasks, poorly distributed which prevent the RM's from maximising the value-added for the clients.

Subsequent to the "solutions session", the following decisions were taken:

  • Create a local investment group made up of certain team members dedicated to the analysis and proposal of investment ideas specifically chosen to suit the clientele.

  • Set up brief daily meetings as well as a weekly meeting.

  • Propose to the Top Management that the head of  the local investment group participates in the investment committee, thus improving the information flow to the other team members.

  • Redistribute the administrative tasks according to the "sales activity" of each RM: less administrative tasks for the travelling/marketing members, more tasks for the local support team members.

The results of the coaching were:

  • Greater motivation of the RM less submerged by administrative tasks and therefore more available for the clients.

  • Greater satisfaction on behalf of the clients as they receive improved service.

  • Greater pro-active investment counselling as the ideas from the local investment group are better adapted to the typical client.

  • Increased margin per client due to more active portfolio management.