Client and context
JS Bank operates a retail branch network across Pakistan. Every branch depends on several distinct roles, each with its own responsibilities towards customers, colleagues and the business.
Organisational need
The bank wanted to develop role-relevant capabilities consistently across its nationwide retail network, recognising that different branch roles need different emphasis.
Audience
Four retail banking role groups across Pakistan:
- Universal TellersFrontline service and transactions.
- Relationship ManagersCustomer relationships and growth.
- Branch ManagersBranch leadership and performance.
- Branch Operations ManagersBranch operations and control.
Zest's intervention
A structured, role-based capability and upskilling initiative, rather than a single generic programme, delivered for the four role groups as part of the bank's retail banking competency development.
Breadth of the relationship
Across our work with JS Bank, topics have included:
- Customer-centric communication
- Winning relationships
- Influence and inspire leadership
- Strategic vision
- Time management
- Written communication
- Conflict resolution
- Emotional intelligence
