Background

A regional Canadian bank with a robust presence across multiple provinces faced a growing challenge: balancing its commitment to personalized customer service with the operational demands of modern banking. Despite a strong reputation and steady growth, the bank experienced declining customer satisfaction scores, increasing employee turnover, and inconsistencies in leadership accountability across its branches.

The bank’s executive team recognized the need for a strategic partner to help address these challenges and engaged Woods Kovalova Group to implement a dual-framework solution.

Key Challenges

  1. Customer Service Decline: Customers reported inconsistent service across locations, long wait times, and limited personalized support, leading to a dip in the bank’s Net Promoter Score (NPS).

  2. Leadership Accountability Gaps: Branch managers struggled to take ownership of performance outcomes due to unclear expectations and limited support for decision-making.

  3. Employee Engagement Issues: Surveys revealed a lack of motivation among frontline staff, citing burnout and inadequate career development opportunities as key concerns.

  4. Inclusivity Concerns: As the bank expanded its customer base in diverse communities, employees and customers highlighted gaps in cultural competence and inclusive practices.

Solutions Implemented

The Woods Kovalova Group introduced two proprietary frameworks—The Inclusive Impact Framework™ and The Principled Centered Leadership Framework™—to address the bank’s challenges at both systemic and leadership levels.

Phase 1: Comprehensive Assessment

  • Conducted a customer journey audit to map key pain points and service gaps.

  • Facilitated employee focus groups to identify engagement barriers and gather actionable insights.

  • Partnered with branch leaders to assess their leadership styles and accountability structures.

Phase 2: Inclusive Impact Framework™ Deployment

  1. Cultural Competency Training: Delivered workshops to equip employees with the skills to engage effectively with diverse customers.

  2. Community Alignment Initiatives: Introduced programs to deepen connections with the bank’s multicultural customer base, enhancing trust and loyalty.

  3. Real-Time Feedback Mechanisms: Launched a feedback tool for immediate customer and employee input, fostering transparency and responsiveness.

Phase 3: Principled Centered Leadership Framework™ Rollout

  1. Leadership Development Programs: Coached managers to adopt a results-driven approach with clear accountability and measurable goals.

  2. Insurgent Mindset Training: Encouraged managers to challenge outdated processes and innovate branch-level operations.

  3. Resilience and Mastery Workshops: Focused on helping leaders develop personal mastery to navigate the complexities of modern banking.

Results Achieved

Customer Service Improvements

  • Net Promoter Score: Increased by 24% within one year, reflecting a more consistent and personalized customer experience.

  • Resolution Time: Average customer issue resolution times dropped by 30%, driven by streamlined processes and empowered frontline employees.

Employee Engagement

  • Turnover Reduction: Employee turnover declined by 20%, attributed to clearer career development paths and improved leadership support.

  • Engagement Scores: Internal engagement surveys showed a 40% increase in employees feeling valued and supported.

Leadership Transformation

  • Ownership Mindset: Managers reported a 50% improvement in their ability to take ownership of branch performance and align team goals with organizational strategy.

  • Innovative Practices: Branch leaders implemented over 30 new customer-focused initiatives, leading to a measurable improvement in service quality.

Diversity and Inclusion Impact

  • Community Trust: Customer trust scores among diverse communities increased by 25%, strengthening the bank’s reputation as an inclusive and welcoming financial institution.

  • Workplace Inclusivity: Employee feedback indicated a 35% improvement in their sense of belonging and inclusion at work.

Testimonial from the Executive Team

*"Working with the Woods Kovalova Group was transformative for our organization. Their frameworks challenged us to rethink how we engage with customers and lead our teams.

The Inclusive Impact Framework™ helped us strengthen relationships with our diverse communities, while The Principled Centered Leadership Framework™ empowered our managers to drive accountability and innovation at every level.

In just 12 months, we’ve seen significant improvements in customer satisfaction, employee engagement, and operational efficiency. The results speak for themselves, and we’re now better positioned to thrive in an increasingly competitive industry."*

— Chief Operating Officer, Regional Canadian Bank

Conclusion

By combining inclusivity with disciplined accountability, the Woods Kovalova Group helped this regional Canadian bank turn its challenges into opportunities. The results demonstrate that meaningful transformation is achievable with the right frameworks, leadership commitment, and a focus on customer and employee experience.

Want to transform your organization? Contact us to learn more about how our frameworks can help you achieve measurable results.