The financial sector is in full evolution linked to the digitisation of banking services. Customer service departments need to re-invent themselves and under pressure of resources keep customer services levels high. A new target leadership behaviour is required from the CS leadership team to cope with this high-pressure and fast-paced changing environment.
Based on the insights from neurosciences, we have defined a new target leadership behaviour, team coherence and trust. Our approach consisted of a mix of individual coaching on adaptive leadership, shadowing, practical workshops on specific topics to create team coherence and engagement. And a new empowered leadership posture and communication style.