Improving Performance of Front-line leaders

Engaged by a leading global Reinsurer to significantly improve the performance of 55 plus front-line team leaders, readying them to lead in a rapidly transitioning business context.

Key Outcomes agreed with the CEO and his leadership team was for Team Leaders to:

  • Understand and apply key elements of leadership & management practice required to meet the organisation’s future vision and strategy.
  • Practice and apply underpinning skills and behaviours as outlined in the Connect Framework.
  • Enable effective engagement, motivation and performance of a team.
  • Mix and work with peers and Customer Service Managers from across locations, easing collaboration and embedding of skills and behaviours after the programme.

We used an innovative and systemic approach, engaging all levels of front-line leader to optimise support during the programme and embed new skills and behaviours after.

Following mobilisation workshops with senior teams and using the Connect Framework, we took a baseline assessment of current Team Leader Performance.

Every Team Leader attended a stretching and developmental workshop with a practical business simulation, each receiving thorough and detailed feedback including a Personal Development Report. Workshops were facilitated by the CNEQT team, supported by Customer Service Managers (CSMs).

In collaboration with the CSMs, using the 70:20:10 model for learning, we provided support over 2 months to embed identified skill gaps and achieve individual development goals utilising on the job learning opportunities, Action Learn Sets and one to one telephone coaching.

In the third month CNEQT facilitated a further challenging Business Simulation to measure progress in Team Leader performance over the 2 months and provide additional feedback. The result was a significant uplift in leadership performance with 60% of Team Leaders meeting the future capability benchmark in comparison to 25% in the first simulation.

Embedding this fantastic initial result continues. Feedback from Customer Service Managers is that as a result of the CNEQT process they feel more skilled and resourceful in continuing to develop their Team Leaders on the job.

Share this Project