The Crucial Role of Staff Development Development = Better Customer Experience = Higher Profits By Connie West, Certified High-Performance Coach, Gallup Certified Strengths Coach, Regional Vice President The James Paul Group, ICBC Associate Member At the heart of community banking lies trust, personalization and stability — qualities that hinge on a bank’s staff being engaged and well-supported. In today’s rapidly shifting financial landscape, investing in staff development is not optional; it is foundational to long-term success. 1. MANAGER QUALITY DRIVES ORGANIZATIONAL ENGAGEMENT Gallup’s findings underscore one essential truth: Managers matter — profoundly. 70% of the variance in team engagement stems from managers themselves. Yet, globally, only 27% of managers report being engaged, a drop from 30% just a year ago. In community banking, where personalized service relies on empowering frontline staff, the ripple effect of disengaged managers can be particularly damaging. Without strong leadership, the customer-centric ethos falls flat. 2. DEVELOPMENT DELIVERS TANGIBLE RETURNS The business case for employee development is more than theoretical; it is quantifiable. Gallup’s meta-analysis shows that business units in the top quartile for engagement achieve: • 17% higher productivity. • 21% greater profitability. • 41% lower absenteeism. • 70% fewer safety incidents. • 10% stronger customer ratings. Imagine these outcomes in a branch: smoother operations, fewer disruptions, better customer interactions and a healthier bottom line. Gallup also reports that companies investing strategically in employee development enjoy 11% greater profitability 18 | INDEPENDENT REPORT
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