Jardine Lloyd Thompson

JLT took the decision that Steve should put together a mentoring programme which was a personal life style coach type solution. Within this solution was included the culture, communications, status, perceptions, motivation, morale and the ability to understand impacts

Once started, the impacts were immediate. Steve has the knowledge and skills to understand each persons needs and was able to coach and mentor them individually, as well as delivering some across group work to bring a better understanding to each team of what they did and how each team and person affected other teams and staff, including the customer experience. The number of errors reduced, the amount of rework reduced, attrition stopped and staff morale dramatically improved. In a demanding contract with many changing client needs which have increased volumes of work, we have been able to consistently meet stretching service levels with no additional headcount.

Of particular relevance was the time he took with the team leaders and managers, listening to their concerns and requirements, assessing their skills and capabilities and developing a coaching and mentoring programme which they felt supported their needs, allowing them to manage performance and which, whilst a complete change to the way they had been working, left them feeling empowered and unthreatened.