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Executing transformation at a leading social insurer through frontline leaders

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Executing transformation at a leading social insurer through frontline leaders

Nous provided expert advice to co-design the leadership development experience for our team leaders. Their skilled consulting educated me in the most cutting-edge and contemporary leadership and development practices. This led to us collaborating to design an innovative learning strategy that has led to proven capability uplift.
senior manager, leading social insurer

A leading social insurer has over 1,000 staff and disburses $1.5 billion in support each year.

A transformational strategy required new leadership capabilities

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.

Learning modules for team leaders blended learning approaches

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:

Team Leader Development Pathway - grey

The leadership development involved five modules that addressed the highest priority leadership capabilities. Each involved:

  1. participant preparation; including readings, workplace discovery, videos and diagnostics; provided through a learning portal, “Take the Wheel”
  2. a part-day workshop where the target leadership capabilities were explored and practised in a safe environment with peers
  3. applying the capability in the workplace
  4. activities to encourage peer learning groups to reflect on what did and did not work and what could be done differently.

Participants showed greater commitment and capability

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.”

What your organisation can learn from the leading social insurer

  • Instilling fundamental change in an organisation requires giving leaders the skills to implement it.
  • Effective leadership development involves blending high-level theory with practical wisdom.
  • Deploying new approaches can be challenging for many people, so it is vital to give them a safe environment to test them out.
Tags: leadership

Key people in this project

All people

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