A leading social insurer has over 1,000 staff and disburses $1.5 billion in support each year.
The organisation’s transformational strategy put people at the heart of its ambitious objectives, requiring fundamental organisational changes. This included putting customer service ahead of compliance, fostering greater collaboration among teams and empowering leaders to help them realise their teams’ potential. With these ambitions, the organisation partnered with Nous to co-design a leadership development approach to build the frontline staff’s priority capabilities of frontline staff.
Nous worked with the organisation’s leadership and analysed its operations to identify priority levers to change the culture. The top priority was lifting the leadership capability of 200 existing and emerging team leaders.
Nous partnered with the organisation to co-design a blended learning approach over six months, with leader-led development activities supported by quality online resources and peer relationships. It progressed staff through the Team Leader Development Pathway:
The leadership development involved five modules that addressed the highest priority leadership capabilities. Each involved:
Participants rated each module at least four- out -of -five stars, and many said it was the best development experience they had ever had. Senior leaders said they were impressed with the improvement in commitment and capability among participants in the program.
“I was sceptical of one of the activities,” one participant said afterward, “and I was surprised as to how insightful it was. I thought it was a great activity I plan to replicate with my team.”
A senior leader said of some staff members: “A newer leader is demonstrating more confidence with performance conversations, and a more experienced leader who was cynical … is talking about the genuine benefit he is surprised to be getting from the program.”
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