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

As a high growth digital marketing 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.

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General Manager

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The customized leadership styles and coaching program was the best training that I have ever attended. The facilitators were phenomenal. They have a wealth of experience and knowledge coupled with compassionate and caring styles. I’d highly recommend this leadership training program to any manager, director, or executive looking for a life changing leadership program.

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Director, HR

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Having tripled in size and recently merged, LSA helped our executive team to increase our level of strategic alignment, to solidify our new direction, and to push our agency forward. As we look to rapidly scale, the clear, actionable, and critical few strategic moves combined with how we differentiate ourselves to our top accounts and target clients has really set us on a great path to success. This is exactly what we needed to get to the next level.

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The customized leadership program was very practical and achieved our goals. LSA adapted very well to our group and the situation and helped us build trust and awareness of successful leadership styles. We look forward to the next steps.

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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. The feedback on the program, approach, and results was phenomenal. While other programs may be better known, they were more theoretical and did not compare in terms of practicality, quality, and results.

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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.

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Todd Power
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Redwood Trust looked to LSA Global as a consulting partner to help us explore innovative and scholarly approaches to promote employee engagement and sustain the unique culture we’ve built over the last decade.  LSA helped us perpetuate coaching as a discipline across the organization by integrating our core values, goal setting and performance management under an interactive coaching program.  We appreciate LSA’s commitment to cutting-edge practices to help keep us a step ahead during this time of rapid change.

Rosalyn Chan
Vice President, Human Resources

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We consistently receive positive feedback about the quality of the LSA Leadership Training Programs and LSA facilitators. 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 to design solutions to meet our needs. Your support and dedication, both on the strategic and tactical side, have been outstanding!

Anna Meyer
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We have had a very beneficial partnership with LSA for over 2 years. The recent Leadership Development Program that they designed and customized with us to help us identify, develop, and retain top leaders in the organization was a huge success. It was instrumental in helping take our company and our key people to the next level. I would recommend their training and consulting services to anyone looking to develop and retain top talent.

Steve Janowsky
Vice President of Operations

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Thank you for a great leadership development session today. The facilitator was brilliant, and we really enjoyed his style and personality. The sales team got a lot out of it (as did I). I believe it will help us create an even higher performance environment by ensuring we have a common understanding of our environmental structure and are all working towards the same goals.

Simon Jefferson
Managing Director

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Over the years, both at 3Com and now at Redback, I’ve found LSA Global to be a valuable partner. The recent management programs that they delivered for Redback’s executive and management teams was the right solution, of the highest of quality, and customized to fit our business and culture. I would highly recommend LSA to any company looking for top quality solutions.

Gina Fulton
Vice President of Human Resources

Hyperion has a commitment to lifelong learning. LSA helps us provide the right business sales training, management training programs, and leadership development programs at the right time to meet the needs of both individuals and departments. I especially appreciate their ability to listen to my needs and recommend the appropriate facilitators, solutions and content.

Sarah Parks
Senior Project Manager

Hyperion

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