Global Sales Quality Minimum Standards Implementation

Our team designed sales quality global standards for a large retail bank, as well as creating an operating model for the client’s BAU Sales Quality function and rolling it out across 39 countries.

 

The brief

Our client’s goal was to improve sales by developing a consistent approach to independently reviewing sales transactions across their Retail banking business. Our brief saw us creating a minimum set of standards for assessing sales transactions as well as designing and implementing a new operating model to support the client’s BAU function across 39 countries.

 

The solution

Our team got to work engaging and coordinating a large number of stakeholders to gain consensus around new role descriptions for the global function. In addition to creating a global resource model that was adopted by all 39 countries as a guide for recruitment, our team developed a governance structure that worked effectively with the bank’s existing risk structures.

New sales quality KPIs were also adopted globally and now influence sales staff salaries. The reporting solutions implemented by our team deliver standardised, consistent MI that our client’s BAU function uses on a daily basis.

The results

Our client has a fully functioning Global Sales Quality function, spanning 39 countries, that ensures sales staff and processes remain focused around treating customers fairly and putting their needs and requirements first. The bank’s senior management now have clear visibility over the quality of their sales process and can quickly identify areas where improvements need to be made.