The Bank introduced a new coverage plan to help them leverage the full resources of the bank much more effectively. We worked with the selected relationship managers (MD level), initially in a workshop forum, to help them plan how it would work in reality. Factors such as differentiation, cross-functional working and remuneration were considered at the event.

As a result of this work, it became evident that some of the relationship managers needed to complement their existing skill-set to work effectively in the new way. This led to the creation of CEO Masterclasses and a development programme to help them 'de-mystify chemistry'. Dealing with different and 'difficult' personalities, and tricky situations were both high on the agenda.