Induction and Role Training

Developing people capability from induction through to role training.

Industry

Financial Services & Insurance || Retail & Consumer Services

Focus area

Policies, Procedures & Compliance || Technical & Role-specific Training || Employee Induction & Onboarding || Leadership & Management Development

Approach

eLearning & Digital Learning || Performance Support & Workplace Tools || Workshops & Facilitated Learning || Coaching & Development Toolkits

Service

Targeted learning solutions

At a glance

What was the challenge, and what changed?

The challenge

What we built

The result

The full story

How did the project come together?

About our Client

Fisher & Paykel Finance (now Flexicards) works with consumer and business clients, enabling them to buy a broad range of household and commercial products. It has been in operation since 1985 and its services have been used by more than 400,000 New Zealanders.

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The Brief

F&P Finance was eager to better enable delivery of strategic goals and initiatives, and develop its people capability right from induction through to role training.

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Our Role

We worked from the ground up, starting with an induction framework and then creating a graphical customer journey that illustrated how each business unit worked to support the customer. The 'visual customer journey' is critical in breaking down silos within the organisation, by uniting each business unit in catering to customer experience.

The initial work was used to develop a blended company induction programme, which included:

The graphical customer journey
eLearning modules
Manager guides
Paper-based and digital tools and resources
On-job coaching
Workshops
Structured one-on-one reviews
Formalised buddying

Optimism also designed blended technical training programmes for various business units, integrating the company-wide induction plan with technical role-training. The programmes included an online credit decision simulator that ensures each team member makes consistent decisions with regard to credit approval.

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The Results

F&P Finance's induction and role-training programme now:

Leverages new recruits' enthusiasm for their new role.
Fosters an immediate sense of connection with the company.
Develops foundational knowledge about the company and its culture quickly.
Makes the transition from pre-employment to on-the-job activities seamless and engaging.

With a preparation checklist and induction planner at their fingertips, preparing for new team members is much more efficient for managers. New staff are welcomed with a pre-employment Welcome module before they start and are given a comprehensive induction plan, booklet and other resources on their first day.

Throughout the induction period, the inductee and their manager are supported by the induction plan, which ensures key elements - from health and safety to role-based technical training - are covered.

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