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Advancing e-learning implementation in Financial
Services conference
Royal & Sun Alliance: changing the role of training
Presenter: Katherine Plant, Learning Solutions Leader, Royal
& Sun Alliance
Royal & Sun Alliance has 35,000 employees across 120 countries.
The business wants every customer to have the same experience
from the bank, and therefore drives for consistency in message
and training material. E-learning has been seen as a way of
reducing the inherent risk presented by face-to-face delivery
that differences of style and message can creep in.
The bank has rebranded its sales offering as MORE TH>N -
and has used e-learning to give consistency to the communication
of brand values and proposition here also. Technology is seen
as playing a role in sustaining the offering by tracking action
plans and task lists.
The adoption of e-learning in the bank has led to a change
in the roles of internal trainers. They now perform more like
coaches, managing asynchronous discussions, with a concentrated
effort on helping learners apply what they have learned in
their day to day working.
More significantly, perhaps, this shift has also led to the
creation of 'global experts'. Trainers whose expertise and
experience was previously available only to those in the particular
geographical regions where they were based, now support the
wider business. Not only does the organisation benefit; the
trainers themselves have greater job satisfaction.
Face-to-face interventions are now used in an entirely different
way throughout the bank - to promote the exchange of ideas
and valued opinions (see previous note on 'buzz sessions').
This type of session has also been successful in helping with
the take-up of e-learning.
RSA has also introduced licensing for learners, where competencies
are tracked through the learning management system (LMS) and
learners are not allowed to perform certain business tasks
unless they are licensed as competent to do so.
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