NAB 2024 - Case Study

The National Australia Bank (NAB) India Leadership Team, consisting of 12 seasoned banking professionals, faced a significant transitional phase. With the arrival of a new top executive, the team was tasked with transforming their customer service approach from merely serving customers to genuinely loving them. This necessitated a profound mindset shift and a unified strategy to establish new processes, guidelines, and ways of working. Additionally, there was a critical need to effectively cascade this vision throughout the larger organization.

To facilitate this transformation, we curated an intensive full-day session focused on impactful activities designed to foster mindset shifts, challenge the status quo, and enhance problem-solving capabilities. The key components of the session included:

Tipping Point Activity: This exercise encouraged the leadership team to discuss the importance of mindset shifts, challenge existing paradigms, and explore innovative problem-solving techniques. The activity emphasized the necessity of evolving from traditional methods to more customer-centric approaches.
Change Agent Activity: This segment focused on enhancing the team’s ability to lead change effectively within their respective teams. It highlighted the importance of agility in decision-making processes and equipped the leaders with strategies to drive change more efficiently.
Game-Based Assessment: To provide a comprehensive understanding of individual strengths and areas for improvement, we conducted a game-based assessment. The resulting evaluation report presented a multidimensional skill profile for each team member, accurately reflecting their capabilities and identifying key pain points.
Start-Stop-Continue Construct: This reflective exercise prompted the team to identify activities and behaviors they need to start, stop, and continue. This approach facilitated a structured discussion on optimizing their operational strategies and aligning them with the new vision.

By the end of the session, the NAB India Leadership Team achieved significant breakthroughs in several areas:

• Enhanced Understanding: Team members developed a deeper understanding of each other’s strengths, weaknesses, and working styles, fostering a more cohesive and collaborative environment.
• Open Dialogue: The session facilitated open and honest discussions about the challenges facing the organization and the future direction of NAB India from an operational perspective.
• Mindset Shift: Leaders embraced the necessity of a mindset shift towards a more customer-loving approach, setting the stage for a cultural transformation within the organization.
• Actionable Insights: The start-stop-continue exercise generated actionable insights that the team could immediately implement, ensuring that the changes discussed were grounded in practical steps.

The curated full-day session was instrumental in aligning the NAB India Leadership Team with the new strategic vision. It empowered them to lead with agility, fostered a culture of continuous improvement, and laid the groundwork for a more customer-centric organizational approach.