International Bank Expands Change Capability With Prosci Coaching and Tools

In a bid to fulfill its bold vision, an International Bank identified technology adoption as a critical element. They realized change management was the key to success because technology alone cannot drive impact—people do. To capitalize on the opportunity at hand, the Bank engaged Prosci to help build internal change management capacity to effectively reach all areas of the organization.

Challenge

Several years ago, a group of communications experts, marketers and project managers at an International Bank developed a bold vision: To advance the Bank’s crucial mission by promoting the success of its IT products through change management.

To achieve this goal, they set out to achieve a high level of change management competency so they could support their colleagues in using, adopting, and gaining value from technology, aligning their efforts with the Bank’s mission.

Although there were individuals who were already Prosci Certified Change Practitioners, there was a gap in competency across the unit as a whole. Those who had an existing change management competency had a proven track record of project wins and were already champions for the methodology—it was just a matter of bringing others on board.

Together with Prosci, they set out to professionalize the change management team, develop a Prosci-based systemic approach to change management, and begin tracking success through metrics. After a couple of years of working with Prosci, the team gained enough recognition within the institution that they were called to establish a transformation office and develop a methodology through which they could empower other units within their organization to perform change management under the guidance of the transformation office.

Solution

Deliver Change Management Certification to build capabilities in other areas of the institution
Acquire Proxima and Knowledge Hub license for consistency in applying structured approach
Provide coaching to build next-level skills in the Transformation Office change management team over time

Proactive Coaching

Prosci’s Advisory Services team worked with the Bank’s change team to provide a consistent and targeted approach to coaching as well as guidance on complex projects, portfolio management, and developing next-level change management skills in team members.

Enterprise Tools

The Bank leveraged Prosci Proxima and Knowledge Hub tools to support change management training on an enterprise level. The enterprise licenses ensured a structured and consistent approach to change management across the organization.

"[For] every project we take on, we do everything in Proxima. That’s been key to our success because it helps us structure everything we do. It brought consistency. It helped us spread the change management practice at a whole different level."

—Change Management Lead for Transformation

Prosci Advisory Services

Working alongside the Bank’s change management experts, Prosci Advisors provided coaching for high-risk, complex initiatives. Rather than doing the work for the team, Prosci Advisors coached and equipped team members to deliver the solutions themselves, building lasting skills in the process. Prosci Advisors also connected the Bank’s team with a broad external network of subject matter experts to share learnings and experiences with peers.

Results

Established Transformation Management Office

A Transformation Management Office (TMO) was officially established. Comprised exclusively of change management practitioners, the TMO signified a key milestone and demonstrated the depth of change management competencies at the Bank.

Expanded Network of Expertise

Prosci coaching helped the Bank’s change management team achieve notable success on critical projects, which, in turn, built a high level of credibility across the business. Prosci also facilitated valuable networking opportunities with other practitioners in similar roles across different industries and organizations, creating a community of support.

Realizing a Bold Vision

Thanks to support from Prosci, the Bank realized its vision to build change management competencies across all levels and departments of the business. This has allowed the organization to become more agile and able to meet challenges head on.