Incentive Compensation: Be Careful What You Wish For& It Will Come True

May 12, 2022Posted inHuman Resources
Incentive compensation plans are now being used in all walks of banking life.  From the internal audit department to various sales forces, incentive compensation is a primary motivational and behavior guidance tool.  The problem is not that it doesn’t work, but rather that it often works in unintended ways which do not align team member activities with shareholders’ interests and bottom line results. For example:  one retail incentive compensation program I’ve seen is designed to…

Chasing Service Levels

April 28, 2022Posted inNewsletters
 It was a pleasure to finally be able to attend an in-person forum with Anat and the other call center managers this past month in beautiful Charleston, NC. As always, I took a lot of best demonstrated practices away from the group that will help better my team. One thing I noticed when we were all talking about metrics, was that everyone had a different service level goal they were aiming for. Some expected to…

Culture – The Greatest Intangible Asset You Have

March 31, 2022Posted inGeneral Management
Organizational Culture is defined as “corporate personality”, consisting of the values, beliefs and norms which influence the behavior of people within the organization. Organization culture influences the way people interact, the context within knowledge is created, the resistance to certain changes and ultimately the way people share knowledge and behavior principles. Culture includes the organization’s vision, values, norms, symbols, language, habits and language among the people in the organization. A shared vision and culture norms…