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Email: | Europe & Americas enquiries: +44 (207) 846 0016 | Asia Pacific enquiries: +852 3568 5361
Email: | Europe & Americas enquiries: +44 (207) 846 0016 | Asia Pacific enquiries: +852 3568 5361

Global Financial Institution – Client Service Excellence

Our client, a large global financial institution with over 2,000 professionals in 15 locations worldwide, wanted to change their culture. The main outcome was for teams to work more collaboratively with colleagues across divisions in order to deliver the best possible levels of client service. This required a large cultural shift within the organisation, as well as a shared vision of what client services meant for them.

Our team of specialist consultants built a cultural change architecture to enable business priorities, internal processes and structures to be aligned with business transformation. We then worked with senior managers and the learning and development team to design a two-day classroom programme built around four cornerstone values - trust, openness, accountability and collaboration.

Through our global network of coaches and facilitators, Arcadia delivered over 60 workshops in the first 18 months, attended by more than 2,000 participants and 70 senior leaders.

The programme was a huge success, with over 89% of attendees saying that they would recommend the programme to colleagues. The subsequent Partnering for Success programme has delivered real solutions to the 240 client barriers that were identified during the sessions.

It has been the most dynamic, interactive course I have taken in my professional life.
New York Participant (April 2014)