Security Training

About our Client

One of New Zealand's major retail banks, Westpac offers personal, business, agricultural and institutional services to hundreds of thousands of kiwis.

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The Brief

Westpac was eager to reduce risk to its people, customers and assets. To achieve this, the bank needed to implement effective training on security with branch staff around New Zealand.

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Our Role

Optimism partnered with Westpac's security experts to gain a thorough understanding of the subject. We then applied our proven methodology to deliver a programme of video-based training that would give staff exposure to realistic and complex security situations. The focus was on enabling staff to make wise decisions when confronted with difficult scenarios, and ensuring they could apply the knowledge they had gained in 'real life' situations.

The video modules were split into four specific security subjects:

• Warm Welcome
• Robbery
• Difficult Customers
• Branch Security

These initial modules were so successful that the training programme was extended, with a new series aimed at protecting Westpac and its customers against information theft and fraud.

In addition to security training, Optimism has developed a range of customer education tools, using animated motion graphics to introduce new products.

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The Results

The video modules ensured that the critically important subject of security became well understood by staff, and that key skills could be applied in 'real life' situations. The efficient way in which the training was delivered ensured that staff needed less time away from their core role. It also meant that large numbers of staff, spread throughout New Zealand, could be trained quickly and cost effectively.

By including random assessments with the video modules and providing Westpac with source files that can be updated in-house, the solution has been future-proofed as well.

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