“The difference between ordinary and extraordinary is that little extra.” — Jimmy Johnson, football player
Last week, I started a series on using motivation as a risk management tool. Do you remember my theory of KNOW YOUR STAFF (KYT)? It really works for team bonding and service delivery.
Kudos to Gloria Yarwulay, Teller at GCB Haatso branch
As I usually do when I see good customer service being exhibited by a Frontline staff in any service industry, I appreciate it. I therefore dedicate today’s article to Gloria Yarwulay, of GCB Haatso branch, just as I did for Zara Mohammed, my Relationship Manager of GCB East Legon branch, several years ago.
As trainer in customer experience excllence, service delivery is very dear to my heart. In these days of digital banking, we hardly enter banking halls except for transactions that need our physical presence such as ATM replacements, investment requests, etc. Last week I reluctantly had to visit a GCB branch to pay some statutory taxes and levies to Ghana Revenue Authority.
This is usually performed by my Accountant, who was not available at that time. The new procedure was different for me and I was in a hurry. I dreaded going inside due to my time constraints. However, I detected something about Gloria when I was directed to her. I needed to quote my Ghana card ID number on the deposit slip. The copy on my phone was blurred and she couldn’t also read it.
She couldn’t help me at that moment. As a customer, I felt they could have gone into my account to search for it but she was polite about the decline. I went outside to call my daughter to look for the card and scan to me.
Finally, she was happy to complete the transaction for me. Gloria had patience for me, and did not treat me as a transaction. Rather, she treated me as a Relationship. She treated me with politeness and made me feel appreciated.
Later on, we had a brief chat and having heard I worked as a banker, she got interested and asked me how I managed to go through the motions. I asked her to take the Frontline role as a stepping stone to greatness and that all bank CEOs and Executives started as junior officers, performing Tellering, Customer Service Officers, Relationship Officers, credit analysts, etc.
That brief pep talk energized her and I could see she felt motivated. I saw a lovely look on her face as I wished her a good day. We exchanged contacts and since the authorization process will also take time, I had to go to be in time for my appointment She later sent me the receipts for my records. Keep it up, Gloria and keep smiling.
Leading a Risk Management Team
Let me continue last week’s conversation. In addition to productivity and positive team interactions, employee morale is an important factor in effectively operating a business. Managers need to understand what they can do to keep their employees motivated, keep their spirits high, make them want to deliver for the company and stay on for the long term.
Motivating employees is an important aspect of a company’s daily operations, as it can help encourage staff members to be successful and effective in their roles. Employee motivation is one of the main components of achieving company success.
If you’re a manager or team leader, one of your main responsibilities is motivating employees. Developing and implementing effective strategies for encouraging your team can make a positive impact on the overall morale and productivity within the company. Assuming you’re leading a team in Risk Management.
How can you motivate them to be their best? I recommend recognizing and rewarding team contributions. Acknowledge individual and team achievements, providing positive reinforcement to boost morale.
Clearly communicate the significance of their work in mitigating risks and contributing to overall organizational success. Create a supportive environment allowing team members to take ownership of their tasks. Offer opportunities for skill development and career advancement, demonstrating a commitment to their professional growth. By aligning their efforts with a meaningful purpose, recognizing their accomplishments, and providing avenues for development, you can inspire your risk management team to perform at their best.
Authentic Leaders Motivate their Team
In his 2003 book “Authentic Leadership: Rediscovering the Secrets to Creating Lasting Value,” he wrote “When you follow your internal compass, your leadership will be authentic, and people will naturally want to associate with you.”
George identified five dimensions of authentic leadership. These have formed the bedrock of thinking on the subject ever since:
- Purpose. Authentic leaders care about their work and have a deep sense of what they’re there to achieve.
- Values. They have a strong moral code and expect high ethical standards in themselves and others.
- Heart. They demonstrate genuine care for others and treat everyone with dignity and respect.
- Relationships. They build connected relationships with their employees and colleagues, inspiring confidence and loyalty.
- Self-discipline. Authentic leaders have goals and the self-discipline to achieve them.
Authentic leadership may seem too good to be true. It emphasizes self-expression to an extent that can conflict with organizational needs. Leaders who adhere rigidly to personal values that can also be perceived as inflexible. The ideas may also appear as idealistic, difficult to implement consistently, and open to subjective interpretations of authenticity.
Using the KYS principle to create a great working environment to boost staff motivation in banking
We are all aware that little things matter to people, however high the status of the person is. Leaders need to realize this and add the soft skills to technical skills to enhance their team’s service delivery. The following practical tips for leaders in services sector such as banking is relatable. These tips for leaders may seem petty but it goes a long way in making customers enjoy every touchpoint in their journey with the bank, whether physical or virtual.
- Create a friendly working environment – seating arrangement, furniture, heat and light, security, etc . All these creates a positive, comfortable, and inspiring work environment.
- Motivational communications, cards, notices of encouragement, best worker of the month, around the office.
- Sharing tea-time and refreshments during stressful situations, overly late closures, birthdays, etc. Quarterly breakfast meetings.
- Recognize and reward staff. Post positive things about the employee’s work on your front bulletin board, or sending along an email highlighting the person’s achievements., copying HR dept.
- Setting and celebrating attainable goals and milestones.
- Give recognition to the group as a whole. Share updates of the Institution and department, to create a sense of belongingness.
- Reward in various ways. E.g one-off early closing, one-off delayed arrival, small gift, occasional work from home.
- Roll your sleeves and get involved in the work when subordinates are under pressure and deadlines need to be met.
- Know Your Staff (KYS) – their families, homes, without being too nosey.
- Attend staff social events, get-togethers, etc.
- Team building exercises like inter or intra-departmental games, competitions, etc. Not only do team-building activities offer a fun break from your day-to-day routine, but they’re an excellent way to motivate employees. Whether you opt for weekly happy hours or the occasional game night, these can help strengthen communication skills, improve problem-solving abilities and increase overall morale.
- Give recognition to the group as a whole. Share updates of the Institution and department, to create a sense of belongingness.
- Reward in various ways. E.g one-off early closing, one-off delayed arrival, small gift, occasional work from home.
- Roll your sleeves and get involved in the work when subordinates are under pressure and deadlines need to be met.
- Know Your Staff (KYS) – their families, homes, without being too nosey.
- Attend staff social events, get-togethers, etc.
- Team building exercises like inter or intra-departmental games, competitions, etc.
- Be supportive of staff’s non-work life. Recognize challenges faced and extend genuine concern during times of trouble.
- Don’t be afraid to ask of feedback. It creates motivation and a sense of belonging.
- During company problems, ask staff about new ideas, to make them feel part of the system.
- Be lavish with praise and criticize constructively and in private.
- Practice management by walking around.
- Appreciate each staff’s strengths and weaknesses
- Observation: watching each person’s reactions to events, listening, and taking mental notes about what each individual is drawn to and what each person struggles with.
- Asking for employee input and feedback
- Offering personal enrichment and recommending career development programs
- Validating and praising good work
- Encouraging an open-door policy and team collaboration
- Building trust within the team.
Dear leaders, once again, remember that small things matter in keeping your staff motivated. Start the day on a good note, take notice of your staff members’ appearance, demeanor and encourage them to keep their spirits up despite the stresses and storms of daily work. Be your brother or sister’s keeper and keep your customers happy. Risk is minimized in teams that bond. A happy customer will continue to patronize your products and services. Afterall, without customers, there is no business.
ABOUT THE AUTHOR
Alberta Quarcoopome is a Fellow of the Institute of Bankers, and CEO of ALKAN Business Consult Ltd. She is the Author of Three books: “The 21st Century Bank Teller: A Strategic Partner” and “My Front Desk Experience: A Young Banker’s Story” and “The Modern Branch Manager’s Companion”. She uses her experience and practical case studies, training young bankers in operational risk management, sales, customer service, banking operations and fraud.
CONTACT
Website www.alkanbiz.com
Email:alberta@alkanbiz.com or [email protected]
Tel: +233-0244333051/+233-0244611343
