The Royal Bank of Scotland
The Royal Bank of Scotland plc is a major retail and commercial bank in Scotland. Part of the Natwest Group, RBS has around 700 branches, mainly in Scotland, though there are branches in many larger towns and cities throughout England and Wales.
Years awarded: 2017, 2018, 2019
Region: Scotland
Size: 1000+ employees
Sector: Banking, insurance and finance
Sales Excellence – Impacting customers’ financial well-being
Theme: Culture; Upskilling
Topics: Bespoke training
This Bank developed Sales Excellence – the first consistent bank-wide sales programme that’s ever been offered. Every employee, regardless of department or seniority, is required to undertake the initial module with over 51,000 completing this to-date. The training has provided clarity around what ethical, need-based selling looks like and has greatly restored employees’ pride in how they can positively impact customers’ financial well-being.
Nextgen – Creating future leaders
Theme: Leadership and Management; Upskilling
RBS established Nextgen, a bank wide talent programme, as a long term structured approach of creating future leaders. The programme provides a range of opportunities for building competencies and capabilities and individual coach consultants enable participants to confidently develop the skills needed to better support the bank’s strategy.
Improving customer service
Theme: Upskilling
Topics: Customer service / Customer experience
A good example of a bank implementing a customer-service programme from the top down in a bid to create a shared ethos and language across the business and improve levels of customer service. 51,000 employees, including the CEO, have completed the first level of the training and the model is now being rolled out across contracted staff.
Increasing staff motivation
Theme: Culture; Leadership and Management
This large banking organisation is using learning and development to increase staff motivation and encourage ownership of work in the face of drastic and ongoing company downsizing. Over 15,000 employees have completed the leadership training to date and this has encouraged an atmosphere of determination and camaraderie.
News and case studies featuring the Royal Bank of Scotland:
Royal recognition for 44 UK organisations delivering outstanding workplace training
From leading banking groups to local businesses and charities, HRH Princess Royal and the City & Guilds Group recognise inspirational employers for their commitment to learning and development. London, 31st October 2019 – 44 UK organisations including IBM, The...
The Princess Royal and City & Guilds Group honour outstanding workplace training in 2019
HRH Princess Anne, President of City & Guilds Group, recognises 44 organisations with 2019 Princess Royal Training Awards Recipients shared compelling, irrefutable evidence of how training has directly influenced business results Multiple winners across areas...
Royal recognition for UK businesses upskilling their employees
We are happy to announce the names of 48 businesses commended by the 2018 Princess Royal Training Awards. The prestigious Awards honour UK companies including River Island, John Lewis, RBS, the Royal Air Force and GSK for their outstanding training and development...
Case study: investing in training to boost morale and motivation at Royal Bank of Scotland
Since the global financial crisis, RBS has been undergoing large-scale reorganisation and this has presented challenges in terms of staff engagement, customer experience and business outcomes. In 2015, the business introduced a new leadership programme to help...
A royal seal of approval for businesses that put employee development first
On Thursday 2 November, we celebrated 40 organisations who were recognised after being commended for their commitment to training and skills excellence by Her Royal Highness The Princess Royal at a ceremony at St James’s Palace in London. The Princess Royal...
40 organisations to receive royal recognition at this year’s Princess Royal Training Awards
Major UK businesses including RBS, Barclays, and Waitrose have been joined by a women’s refuge and an ambulance trust in being commended by Her Royal Highness, Princess Anne for their commitment to training and skills development. The Haven Wolverhampton, which...
