Client:
Management development manager of a major financial services firm

Engagement:
In order to meet the need for increasing supervision of sales in more than 300 branch offices across the United States, the president of the firm approved the role of Qualified Manager Delegate and charged the Training Department with creating a decentralized training mechanism for certifying the competency of identified delegates in approved branch offices.

Deliverable:
We conducted a thorough job analysis using internal documentation and the recommendations of a strategy study to isolate learning objectives and required competencies. We then designed and developed a comprehensive and modularized self-study program, complete with activity and demonstration milestones monitored by branch, district and regional managers, home office product managers, compliance officers and others. By spreading the monitoring and assessment responsibilities over a large group of responsible managers, no single area was substantially burdened.

Result:
More than 60% of the branch offices eligible installed a Qualified Delegate within the first six months of the program’s introduction. Certification by firm experts and ranking officers for specific suites of supervisory responsibilities was accomplished systematically, with evidence of certification available for external review. The Qualified Delegate Program was also used as an active mentoring program for branch management.

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