Hong Kong companies are training their frontline and back-office staff to give them a sense of belonging and enhance their skills.
As companies enjoy growth in the economic recovery, they need people who are well-versed in their operations.
Bank of China's 'Make A Difference' campaign for its customer service ambassadors helps to foster its teamwork culture. The programme features an integrated talent development approach. It encourages the learning and progression of back-office employees who are given the opportunity to develop a career in frontline service.
Four phases are incorporated into the course: transformation, practice, enhancement and growth. After enhancing their skills and professional knowledge, back-office staff are ready to become ambassadors.
The bank can tap into the talent pool of back-office employees, says Fiona Ng Shuk-fong, senior training manager at its human resources department.
Steered by the campaign's service strategy, ambassadors are expected to play the 'change agent' role in the bank's mission to upgrade its service productivity, Ng says.
Measurable objectives were based on the findings of a training analysis. Classroom learning and practical training are integrated into the four phases.
