Client Case Study
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.
The Director of Customer Service was asked to:
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.”
For our go to training outsourcing partner, LSA provides exactly what we want and need – which is not an easy task.
As always, they design and deliver outstanding leadership development results and high quality management training programs that totally align with our unique business and talent strategies!
Director, Organizational Excellence & Development
As a high growth agency with cutting edge talent, we hired LSA Global to help clarify our strategy and work with our executive leadership team to help implement strategic changes in a way that made sense for our unique culture.
The work was so successful that we also hired them to coach our key leaders. LSA has been instrumental in helping us transition to a new leadership team and triple revenue. In this age of useless consultants, I highly recommend their practical and business-oriented approach to strategy, culture, and talent.
LSA exceeded all my expectations.
We interviewed 7 potential training and consulting partners and selected LSA due to their expertise, flexibility, and breadth and depth of leadership solutions.
We were able to design a highly focused and relevant management training course that fit our unique needs.
Our leaders and managers galvanized as a team and are better prepared for the rigors of a leading their teams in a very competitive and fast-changing market.
LSA’s approach has certainly brought value to Knight Ridder Digital. They were laser focused on our goal and determined to meet all of our Leadership development program needs. Their flexibility and commitment were keys in making our program successful.
Director of Marketing
Thanks for your incredible patience and passion working with our leadership team to create alignment.
Your leadership and executive coaching services have been one of the most effective I’ve ever known.
Debbie Von Raesfeld
Director and HR Business Partner
What a refreshing change from the half-baked psycho-babble you normally get from training and consulting organizations. LSA gives you the practical and results-oriented assistance you need to define and reach your goals.
Their leadership, management, and sales expertise has been invaluable. They think strategically and provide a results driven plan – not just a temporary fix.
They are great to work with, and even more importantly, they “get it!”
Director of Merchandising
The quality of LSA’s Leadership Training Programs and facilitators is always top notch. We recognize and appreciate the hard work LSA always goes through to align to our unique culture and meet our specific requirements. Thank you for regularly going above and beyond. Your support and dedication, both on the strategic and tactical side, have been outstanding!
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.
Barry L. Byrd, SPHR
Human Resources Manager
Our relationship with LSA is extremely valuable.
We worked closely with LSA to customize critical Management Training Programs to meet our unique business needs.
I’d recommend LSA to any company looking for first class and high quality leadership and management training assessment, design, delivery, and follow-through.
Vice President of Human Resources
We greatly value our relationship with LSA Global.
They focused on understanding our unique culture and helping us to move our strategic priorities forward.
LSA continues to deliver top quality executive coaching, consulting, and leadership development solutions that are highly customized for our unique situation.
I highly recommend LSA Global to anyone looking to greatly improve their leadership, management, and project capabilities.
Bonnie S. Olson
Vice President of Human Resources
LSA’s executive coach based his approach on understanding our business circumstances and strategy, as well as our leadership aspirations. The customized coaching covered all aspects of leadership; it was not simply a touchy-feely endeavor.
In fact, the focus on clear business outcomes and real life circumstances challenged me as a senior leader to develop my thinking and actions related to leading the business.”
LSA Global has been a great partner in helping us move toward being “the leading developer of talent in the service performance management industry.”
I have engaged LSA to help develop best-in-class programs in the areas of: Executive On-boarding, Manager Training, Sales Training and Coaching, Employee Engagement, and Instructional Design.
They have consistently met or exceeded my (very) high expectations and are always responsive to my needs to increase performance, engagement, customer satisfaction, and sales growth.
Senior Director, Training & Development
Thank you for a great leadership development session today. The facilitator was brilliant. The team got a lot out of it (as did I).
I believe it will help us create an even higher performance culture by ensuring we have a common understanding of how to create higher performance and work toward clear and common strategic goals.
It was a challenge to find a consultant with an approach to performance improvement that fit our unique performance culture and style. We were pleasantly surprised to discover LSA’s depth of expertise in the fields of motivation, developmental coaching, performance management, and measurement.
LSA seamlessly integrated those components without our folks feeling like the intervention was forced. They understood what we were trying to accomplish, helped us clarify our objectives, and created a solid, refreshing approach that quickly got us moving and engaged at all levels across the organization.
Overall, I couldn’t be happier that we found a true strategy and implementation partner in LSA.
President and Director
We consider LSA Global the top outsourced learning and development partner.
We work closely with LSA to customize leadership and management development programs to meet our growing business needs.
I would highly recommend LSA to any company wanting to deliver high quality and practical learning solutions for their leaders and managers.
Vice President Human Resources
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