Regions Bank 2015 Annual Report Download - page 16

visited area companies and nonprofit organizations to
learn how they tackled operations challenges and to
gather insights on best practices they could implement
in their own department.
Amanda and her leaders next turned their sights on
strategies to better develop and engage front-line
associates. They placed a major emphasis on enhanc-
ing emotional intelligence through training programs
that, over the course of nine months, reached every
manager, supervisor and associate. The goal? A more
collaborative, team-oriented culture.
Regions’ enterprise operations division established two
new initiatives to create a clear career pathway for
associates who seek more responsibility. In the BOLD
program – Bank Operations Leadership Development,
which is administered by two of Amanda’s managers –
10 associates from bank operations are selected each
year for a comprehensive leadership development
program. The second initiative is targeted to loan
operations associates who seek advancement. Initiated
in 2015, ELITE: Equipping Leaders through Instruction,
Teambuilding and Empowerment, includes online and
personal training courses in key skills such as written
communication. Engagement has also been enhanced
through value chain exercises, to provide associates
a better understanding of how their work intersects
with that of other departments, as well as through an
ongoing mentorship program.
Passion is the essential ingredient that elevates
performance from good to great, and Amanda credits
her managers, who collectively possess decades of
bank operations experience, for driving passion in
her department. “You’re always going to catch them
doing the right thing. They create a culture of caring.
They have an extreme commitment to quality.
They’re passionate about their jobs, and they’re
passionate about providing support, guidance and
opportunity to the associates they lead.”
Make Culture Matter (continued)
Regions 2015 Annual Review
Some teenage boys dream of becoming professional athletes, airline pilots, doctors
or reghters. As a youngster in Kenya, Edward Lubembe’s dream was unique: to
become a bank teller. The source of his aspiration? A beloved cousin who worked
as a teller. “She took great pride in her job and was always smiling when she talked
about her coworkers and serving her customers.” Edward was 22 when he and his
mother were fortunate enough to immigrate to the U.S., settling in the Birmingham
area in 2003. Aer jobs in the retail and shipping industries, Edward realized his dream
when he was hired as a Regions teller at the Eastwood Mall Branch. But, as it turned
out, that initial position was only the beginning of a career that continues to grow in
responsibility. Today Edward is branch manager of the Bessemer, Alabama, branch,
leading a team of 15 associates.
Edward credits his managers and a climate of mutual trust for his career progression.
“I thought being a bank teller was adequate for me – it was, aer all, my dream job.
But my managers saw more, and they uncovered hidden leadership potential I never
knew I had.” Ongoing coaching and mentoring prepared Edward for additional
responsibilities. “Because of the mutual trust I had with my managers, their feedback
enabled me to grow professionally and ultimately earn a promotion to assistant
manager and then branch manager.”
Today Edward applies those lessons as the leader of his Bessemer branch team.
“Building engagement is more than just keeping associates happy. I have to give them a
well-dened role and provide them new assignments and responsibilities to help them
grow. We meet every two to three months to review their progress. And, just like the
managers who mentored me, I look to uncover their hidden talents that will allow
them to advance in their own careers.”
Refreshed
for Today
Edward Lubembe,
Branch Manager,
Bessemer, Alabama
________________________
Regions 2015 Annual Review16 Perspective Regions