Performance Management and Coaching: Financial Services

Creating a Coaching Culture at a Financial Services Firm

Client Case Study

Situation

An industry leader in the real estate investment market was looking for an innovative approach to improve performance, engage employees, and reinforce the unique culture it had built over the last decade.

The company felt that the discipline of coaching exemplified the approaches, perspectives, and behaviors they wanted their managers and executives to demonstrate in their employee interactions.  They also wanted to create an intrinsically motivating work environment to drive engagement and performance.

The overall goal was to create a company-wide coaching environment and to implement effective performance management systems that would be embraced and consistently used by employees, managers and executives. There were 6 key project principles:

  1. Culture: Develop a solution that supports and fosters the company’s culture
  2. Empowerment: Empower managers to be true facilitators of employee development
  3. Support: Provide employees with information and tools to take ownership of their performance
  4. Simplify: Eradicate the dreaded, annual (bi-annual) performance review
  5. Accountability: Shift ownership for employee development from HR to executive and manager teams
  6. Learning Organization: Instill continuous learning and improvement to allow the system to evolve as needed

Complications

  • Relevance: Recognizing that investment institutions rarely have employee development as a top priority
  • Skepticism: Starting on the heels of a prior coaching development initiative that received mixed reviews while overcoming the “flavor of the month” reaction by all employees
  • Executive Support: Getting buy-in from all managers and executives

  • Change: Letting go of long-standing, traditional metrics

Approach

The overall approach of this initiative was to build a coaching, performance measurement, and evaluation system designed by and for the people that would be using it—executives, managers, and individual contributors.

People at all levels were engaged in a collaborative and iterative design process that produced a performance coaching system that would work for their specific needs and environment. The approach also focused on providing a high level of transparency in the change process and in each aspect of development for the new processes and systems. Developing and implementing the new approach included the following 6 components:

1.  Assessment: 

To ensure the initiative would be successful, we reviewed the existing performance systems, processes, and tools to determine what supported a coaching environment and the company culture and what did not. A cultural survey was used to assess employee satisfaction, values alignment, and potential barriers to success. The assessment surfaced a number of key issues that could pose potential barriers to success, including:

  • Dissatisfaction with the current performance appraisal system, the existing 360°, and the overall strategic initiative management processes
  • The perception that the current Performance Measurement and evaluation systems were subjective and unfair

Based on the assessment findings, the company expanded the initiative to encompass the following additional components: Greater focus and feedback on employee satisfaction, goal development and goal management, performance measurement and metrics, performance analysis, developing training and an automated platform to facilitate the above areas and aligning compensation with coaching and performance objectives

This broadened and integrated perspective became known as AMPS – which stands for Assessment, Motivation, and Performance System. It is a process for facilitating manager and employee interactions, setting successful goals, coaching, and motivating. AMPS focuses on ensuring that employees have clear, achievable, and understood goals while helping to facilitate conversations between managers and employees.

Approach (cont)

2. Coaching

Executive coaching started at the beginning of the project and focused on a simple and engaging process for executives to coach their direct reports and model the desired behaviors. Coaching then expanded down through the organization to both Directors and Managers to create alignment and pull-through.

3. AMPS System

AMPS also spawned a server-based technology platform that manages a 360° assessment, goal development, and a simple performance management process. The system uses a dashboard that both managers and employees access to track goal progress and completion. The dashboard design was based on input from management regarding use and functionality. The final version only contains features used and valued by management. The AMPS system provides the ability to:

  • Create, track, edit, and evaluate goals on a weekly basis
  • Build performance evaluation consistency for employees through detailed expectations
  • Drive regularly scheduled conversations between managers and employees
  • Track AMPS Conversations (what we call coaching conversations) between manager and employee
  • Use a dashboard to access all aspects of the performance system
  • Have users maintain the system

4. 360 Evaluation

  1. The company collaboratively worked together to create a new set of values and cultural standards that best represented the organization both in reality and aspiration
  2. A Values 360 Assessment was created using the values definitions created with the management team and employees
  3. A widely validated motivation model was incorporated into the 360
  4. A company-specific coaching model was developed to use with the 360 assessment

5. Training

From a development perspective, we focused on two key areas to ensure adoption.

  1. We worked one-on-one with the executive team and management to help them to better coach and support their employees
  2. We created AMPS Tools and techniques to help employees and managers effectively use the AMPS System and fully integrate it into their company culture

6. Compensation

To ensure accountability and reinforcement, we tightly tied AMPS performance measurement to individual performance bonuses. The weighting was follows.

  • 40% for performance goals (day-to-day responsibilities)
  • 30% from personal development goals (reflecting career paths, gaps in skills, or growth opportunities)
  • 30% from the Values 360 Assessment delivered twice a year

Results

In twenty four months:

  • 100% adoption of new process and tools
  • 80% high quality goals
  • 85% of employees hit their goals
  • 95% of employees are now performing above standard on the Values 360 Assessment

Related Information

We turned to LSA to help us custom design and deliver a leadership and management development curriculum to help drive performance. They have done an excellent job diagnosing the business situation, designing an approach that fits our culture, and delivering a first class solution.

Sally Buchannan
VP Human Resources

We selected LSA Global over 5 other companies to help our key executives improve their overall communication and executive presentation capabilities. LSA exceeded our expectations.  I highly recommend LSA to any executive team looking to better organize and more effectively deliver key executive-level messages when the stakes are high.

Todd Power
Office of the CEO

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 to develop my thinking and actions related to leading the business.”

Janet Pagano
Managing Director

Ovid

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 environment by ensuring we have a common understanding of how to create higher performance and work toward clear and common strategic goals.

Simon Jefferson
Managing Director

AKQA

After a difficult search to find a partner that could address a very specific leadership development need, we chose LSA Global. They were responsive to our needs and created a solution that we continue to see results from. It is nice to know we have access to their expertise with a simple phone call.

Valerie Blackburn
Director of Business Operations

LSA helped us design and deliver a blended learning solution for our leaders to help drive our growth plans in a way that aligned with our specific culture and values. LSA understood our business, had deep expertise in the content areas, tailored the programs to fit our specific needs, and delivered great results. They constantly strive to deliver business impact and align their solutions with our business initiates, culture, and performance management systems. I highly recommend them to anyone looking to take their leaders to the next level.”

Beth A. Taylor
Vice President of Human Resources

Thoratec

We value our relationship with LSA Global. They focus on understanding our business situation and helping us succeed. LSA continues to deliver top quality consulting and leadership solutions that are highly customized for our business and culture. I would highly recommend LSA Global as a top quality resource to anyone looking to greatly improve the skills of their leadership, management, and project teams.

Bonnie S. Olson
Vice President of Human Resources

LSS

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 unique business and culture. I would highly recommend LSA to any company looking for top quality solutions.

Gina Fulton
Vice President of Human Resources

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.

Stacey Porter
Senior Manager Learning and Development

Roche

We partnered with LSA Global to help us invest in our people. LSA custom designed an impactful management curriculum to help upskill our key managers and leaders. We consider LSA to be our trusted learning and development partner and a valued extension of our team.

Lisa Bruun
SVP Human Resources

Ellie Mae

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.

Shoaleh Ghaffari
Director, HR

Cutera

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.

David Bentley
General Manager

AKQA

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

It was a challenge to find a consultant with an approach to performance improvement that fit our unique 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.

Doug Hansen
President and Director

Redwood Trust

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.

Dipik Rai
Director of Marketing

Evaluate your Performance

Toolkits

Get key strategy, culture, and talent tools from industry experts that work

More

Health Checks

Assess how you stack up against leading organizations in areas matter most

More

Whitepapers

Download published articles from experts to stay ahead of the competition

More

Methodologies

Review proven research-backed approaches to get aligned

More

Blogs

Stay up to do date on the latest best practices that drive higher performance

More

Client Case Studies

Explore real world results for clients like you striving to create higher performance

More