Credit Libanais believes that employees are its most valuable assets. Its culture is performance-based, allowing each business unit to set its objectives and align rewards with performance. It had realigned its organisational structure to enhance its customer-centric approach to banking and became aware that it needed to develop the soft skills of employees, such as their interpersonal and managerial skills. It decided to source an e–Learning solution to address this need.
IQUAD Learning Solutions, CrossKnowledge’s exclusive partner in Lebanon, has now implemented CrossKnowledge Training on Demand and My Management TV to address the development of soft skills at the banking group.
The implementation was indeed a challenge by itself. “We are one of the top ten banks in Lebanon and one of the oldest in the region. E-learning was a new concept for our employees; asking them to do their learning at their own pace and on their own PCs was not an easy job. Introducing E-learning differentiated Credit Libanais from the competition with other banks in Lebanon” says Bassam Nammour, Group Training & Development Manager at Credit Libanais.
IQUAD Learning Solutions, together with the bank’s training and development team, rolled out the solutions to heads of department for a month and a half initially. “That was the beginning of our journey. We needed them to be involved; we needed their buy-in and support,” says Bassam Nammour. The general manager also got behind the initiative and was involved in the early promotion of the solution. Once the heads of department were using the CrossKnowledge platform successfully, the learning and development team extended the solution to the Bank’s employees.
Over the course of its first year of implementation, the solution was rolled out to every level of the bank’s staff. Credit Libanais complemented this horizontal approach to management training with learning designed around specific functions too.
Now branch managers must complete courses in five topics, while all other functions must follow up to three courses designed to address the training needs of their specific function. The banking group also offers a module on corporate image, so that all employees are fully up to speed with the image the bank is trying to project.
Credit Libanais has developed the concept of a “window of learning” to promote its e–Learning agenda. Over a two-week period, for example, individual learners are reminded to focus on their individual learning plan and are challenged to complete their plan.
The bank had also identified a talent management programme and had realised that it needed to do more to develop future middle managers. It now provides 11 e–Learning courses aimed at addressing these skills gap. On completion of all the modules, managers are awarded a “Manager’s Certificate”. The modules cover leadership and project management, among other skills. A number of other courses focus on compliance, as staff must comply with numerous financial sector rules and regulations.
Attract and retain the best people
Credit Libanais is acutely aware that it is in a competitive market when it comes to attracting and retaining top staff and it believes that high quality training will make it attractive to the best people. The bank has gone a step further and linked successful completion of e–Learning modules to performance appraisals. Managers receive reports on the training progress of their staff and they can see who is engaging with e–Learning and how much they have learned.
Now 10% of performance appraisal measurement is related to the e–Learning employees have fulfilled. Learners that have successfully completed their e–Learning programme will see this contribute to a reward scheme.
Credit Libanais is in its second year of using the CrossKnowledge platform and more than 32% of bank staff are now on an e–Learning plan. Bassam Nammour adds, “The bank has seen remarkable return on investment – it has experienced more than 35% reduction in the cost of providing training via e-Learning, compared to the hourly rate for classroom-based training. It has also calculated that using the content in the e–Learning solution has resulted in around 50% cost saving compared to maintaining a library for training needs. In addition, it has seen an improvement in the factual knowledge of its staff.”
Credit Libanais believes it is the first commercial bank in Lebanon to successfully implement an e-Learning solution covering soft skills. It is confident that it is building a solid foundation of management for a future as a top tier bank offering high quality services that satisfy clients in Lebanon and worldwide.