top of page
TALENT & PERFORMANCE
Technology & SaaS
Enhance Effectiveness of Middle Management
The Challenge
The client is a large IT/ITeS company that is seeking to create a customer centric culture for their IT division. While their Managers have a lot of experience, they were facing the following challenges
-
Lack of effectiveness in team management leading to disengaged teams
-
Customers not seeming to get a “wow” experience
-
Lack of formal structures preventing delivery as a high performance team
The Approach
Effilor delivered a Leadership Development program for the client’s middle managers to develop a customer centric mindset with focus on relationship and collaboration.
A four pronged approach was taken to deliver the program
01
Awareness:
Online live learning workshops with real life scenarios, role plays and group discussions
02
Retention:
Key takeaways in the form of frameworks and models reinforced by quizzes and assignments
03
Application:
Consultative one-on-one coaching sessions to help each participant to contextualise the frameworks to their client and team
04
Results:
Each participant was guided to prepare a committed 30-60-90 day action plan which was reviewed with their management for tracking of business results
The
Impact
01
Middle Managers have formal management techniques and tools to implement and enhance NPS at BU level
02
Significant improvements in employee engagement are resulting in happier teams
bottom of page