Employee engagement

as a key driver of
organisational success

Sarah White
General Manager, People
National Australia Bank
What well cover

Purpose & Values

Leadership

Customer Obsession

The Performance Link

Purpose & Values

Leadership

Customer Obsession

The Performance Link

The purpose and value of Purpose and Values
People buy why you do what you do, not what
you do.
It's the larger social relevance that matters

PURPOSE

BEHAVIOU
GOALS
RS

VALUES

External Brand Internal Culture

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Purpose and Values in action

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 PURPOSE:
To inspire a happy healthy home
revolution

VALUES:
Keep Method weird
What would MacGyver do?
Innovate, dont imitate
Collaborate, collaborate,
collaborate
Care like crazy

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PURPOSE:
To provide the best customer service
possible

VALUES:
Deliver WOW through service
Embrace and drive change
Create fun and a little weirdness
Be adventurous, creative and
open-minded
Pursue growth and learning
Build open and honest
relationships, with communication
Build a positive team and family
spirit
Do more with less
Be passionate and determined
Be humble
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Purpose & Values

Leadership

Customer Obsession

The Performance Link

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Coaching is an enabler of performance

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Purpose & Values

Leadership

Customer Obsession

The Performance Link

Passion for Customers
 Personal Emotional Connections
No expected call handling times
Customer training for ALL
employees

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 Everyone is a receptionist
Customer Care specialists
Inspiring advocates

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Purpose & Values

Leadership

Customer Obsession

The Performance Link

 Engaging employees makes commercial sense

36%
Total Customers

16% 11,527% 194%

Sales

Revenue
Mortgage Market Share

12%
10% Staf Engagement
Customer Satisfaction

2010 - 2014 1999 - 2008 2005 - 2012

PERSONAL
BANKING

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Questions?