Managers go back to the front line

By Lauren Gouyette

SENIOR managers from RBS International turned back the clock last week and returned to front office duties in a Back to the Floor campaign.

The managers, including chief executive Ian Henderson, director of corporate banking Adrian Gill and regional manager of retail banking Peter Shirreffs, all returned to the front line.

They were involved in direct customer-facing and support roles which required them to carry out tasks including the opening of accounts and answering customer calls.

‘Going back to the floor is about experiencing a typical day in the business, including looking at the processes and systems staff use to get their jobs done,’ said Mr Henderson. ‘It has been designed to enable the decision-makers to see at first hand where the challenges and the opportunities lie, and where customer service improvements might be possible.’

• Picture: Ian Henderson, chief executive of RBS International

Article posted on 19th July, 2008 - 9.59am

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