Neueda

Success Stories

Skills Gap Analysis and Workforce Planning for Operations Excellence

Talent Development strategy Financial Services

We collaborated with a leading global banking institution to conduct a comprehensive skills gap analysis and workforce planning initiative, aiming to shift the organisation's operations from a process-focused approach to a customer-centric, service-oriented model, ensuring alignment with future business demands.

Client

Global bank

Industry

Financial Services

Specialism

Talent Development strategy

The challenge

With operations in over 120 countries and a workforce exceeding 200,000 employees, our client was challenged with adapting to a rapidly-evolving technology and operations landscape.

Key obstacles included:

• Mindset shifts: transitioning from a traditional process-driven approach to a customer-centric model required significant cultural and behavioural changes.

• Skills and behavioural gaps: identifying and developing critical customer service skills and behaviours to support operational excellence was a monumental task, especially for the 30,000 employees in global operations roles.

• Scalability: understanding skills gaps and driving transformation across regions and functions presented significant complexities.

Our solution

We partnered with the client to develop a scalable and actionable strategy

Comprehensive skills gap analysis

We mapped the key skills and behaviors needed for a customer-centric approach to existing workforce competencies.

Operational excellence benchmarks

We designed benchmarks focusing on customer service, problem-solving, collaboration, and adaptability.

Competency framework and action plan

We created a competency framework and implemented tailored training programmes and leadership development initiatives to foster the necessary cultural shift.

Integration into workforce planning

We embedded skills gap insights into workforce planning processes to align talent development efforts with long-term business goals.

Delivery

Our learning solution concisted of a global skills audit, and we analysed gaps via interviews, surveys, and focus groups.

Secondly, we delivered a customised training plan, including hands-on leadership workshops, and provided ongoing support to embed customer-first behaviours across teams.

Finally, we partnered with the client’s workforce planning team to integrate the competency framework into their existing talent management systems.

Results

Our initiative delivered transformative results:

25%

Increase in customer satisfaction scores: employees were better equipped to meet customer needs with empathy, agility, and professionalism.

20%

Improvement in team performance through strengthened collaboration and customer-first thinking.

15%

Reduction in service delivery time by fostering adaptability and problem-solving skills.

12%

Rise in employee engagement and retention, driven by employees feeling more aligned with the customer-centric values of the organisation.

10%

Improvement in operational efficiency, enabling the client to provide better, faster, and more consistent service to customers.

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