Increasing Average Revenue per Person by Creating a High Performance Environment: Financial Services

Increasing Efficiency & Service Levels at AMP

Client Case Study

Situation

AMP is a leading wealth management company with 3,800 employees in Australia and New Zealand. It is Australia’s largest retail and corporate superannuation provider, and one of the region’s most significant investment managers with more than A$92 billion in assets under management. Our focus was on the Customer Service side of the business, in particular the call centers.

Complications

The Director of Customer Service was asked to:

  • Reduce head count
  • Increase service levels
  • Increase efficiency

Approach

  1. Senior Leader performance education and cultural implementation session to discuss and understand the key leadership factors that impact performance
  2. High performance environment diagnostic
  3. Wider leadership performance education and High Performance Environmental Structure education and implementation over 12 months

Results

  • 4x increase in average revenue generated per person

In the words of Helen Wells, Director of Customer Service:

“When I joined AMP, I inherited a branch that I thought was particularly soft. We are now generating revenue figures that are greater than any other channel. This, of course, is additionally impressive as it is within a financial service firm among a worldwide financial crisis. I absolutely see this as a result of implementation of the high performance environmental structure.

When I first joined, each individual had a target of $1,500/week. I reevaluated that target and set it at $10,000/week. There was a lot of resistance at the start, but I maintained and enacted the leadership principles. Since inception (less than one year), the average revenue generated per person is $6,000-$8,000/week. I am now in the process of enhancing the rewards mechanism so that I close the gap and achieve an average revenue generation of $10,000/week.

After adopting this high performance culture methodology, I have seen consistent hitting of targets in my business.”

Related Information

Having taken on a new executive leadership role, one of my first calls was to LSA Global to help my leadership team to design, implement, and cascade clear strategic plans.  First, LSA helped our leadership team identify the strategy, culture, and talent areas that mattered most to create organizational alignment.

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VP Human Resources

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Managing Director

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They beautifully navigated a very difficult and fuzzy situation, respectfully cleared out all of the cultural elephants, and shared impactful insights and leadership development theories along the way. They have transformed our business.

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President & CEO

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We turned to LSA to help us custom design and deliver a action leadership and management development curriculum to help drive performance across the company.

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VP Human Resources

We contacted LSA to help us design and deliver customized management development programs. LSA worked with us to meet our exact needs. We started at the top with our executive team.  It was such a great success that we rolled it out company-wide. We look forward to a long-term partnership with LSA Global and their team of experts.

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Human Resources Manager

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Managing Director

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CEO

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I continue to be impressed by the level of leadership development training and management expertise and quality of advice and facilitation that LSA has to offer.

What a smart and client-centric group of great people who really know how to help assess and develop high performing leaders.

Tracy Esposito
Director

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Vice President of Human Resources

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Thank you so much for being the right person with the right experience and expertise to lead our Executive Team in re-examining our approach to change leadership.

I’m grateful for how you engaged and challenged us with so many “holy crap!” insights and realizations that we needed.

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Chief Coaching Officer & CHRO

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We reviewed the top Leadership Development offerings and selected LSA’s 12-month Leadership Program based upon the value and systemic approach.

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Senior Manager Learning and Development

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Great job in designing the Mergers and Acquisition strategy session for our global leadership team. The session was excellent.

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