Financial Sector - Start Up
ORGANISATIONAL DESIGN & CULTURE
“
Defining our organisational culture has been a truly transformative journey. Our employees now have
a clearer understanding of not only our direction but also the specific behaviours that will
help us achieve our goals. The structured culture-related Key Performance Indicators have
enabled us to track our progress effectively. We have already seen significant improvements in
both internal operations and customer interactions.
Chief Human Resources Officer
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A Neo Start-up with 14 years of operations as a subsidiary within another Commercial Bank and less than one year as an
independent Standalone Bank
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A complex fusion of cultures from the parent Commercial Bank and other institutions due to rapid
scaling and hiring for operational expansion and growth.
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A pressing need for a well-defined, distinct culture aligned with the bank's purpose of standing out
by "Banking Differently.“
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Gaps in strategic direction and inconsistent service delivery required a unifying purpose, vision,
and core values to ensure a cohesive employee and customer experience across all touchpoints.
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Development of Purpose, Mission and Core Values:
Workshops were conducted with senior leadership and representation across the organisation to
craft a purpose statement that articulates the bank's reason for existence, a
mission that defines their daily operational focus, and values that reflect both
their internal culture and the customer experience they want to foster. Each
value was accompanied by clear definitions, specific behaviours that exemplify
the value in action, and measurable KPIs to track adherence and performance.
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Behavioural Alignment:
Values were integrated into the Recruitment
Framework, Performance Management, Learning Plan and other HR systems to
ensure employees interact with the bank's values in daily actions.
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Key Performance Indicators (KPIs):
A set of culture-related KPIs were
established to monitor progress and alignment, focusing on employee
awareness and buy-in for the unveiled corporate philosophy, employee
engagement, client satisfaction, leadership effectiveness, and organisational
performance.
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The bank successfully articulated a cohesive purpose, mission, and vision, which now guide its
strategic and day-to-day operations.
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The newly defined values and behaviours were embraced by employees across all levels, creating
a shared understanding of the desired culture.
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The first dipstick conducted within 3 months of launch revealed an 81% rating on Vision & Purpose
Clarity; 86% rating on Purpose Motivation and 88% Employee Engagement Rating.