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Displaying items by tag: Bankwest

Monday, 25 November 2019 10:47

Bankwest removes worry about 'mystery' payments

Ahead of the Christmas shopping season, Bankwest, a division of the Commonwealth Bank, has added a "Look Who's Charging" service to its mobile app, allowing users to see their purchases at a glance.

Published in Apps

Australians prefer to use cash, rather than banking or bill-splitting apps, when they share a meal or shout their friends a drink at the pub, a survey carried out by Bankwest claims.

Published in Entertainment

Western Australian financial institution Bankwest has set up data science programs for both interns and graduates in what it says is a bid to boost the data science community in the state.

Published in Strategy

A little more than a quarter of Bankwest's customers, who have both a debit Mastercard and a Halo contactless payment ring issued by the bank, are using the latter for their purchases, according to an analysis of the spending habits of these individuals.

Published in Enterprise Solutions
Wednesday, 23 January 2019 07:39

Apple Pay available now for CBA, Bankwest customers

The Commonwealth Bank has announced that Apple Pay will be available to use with personal debit and credit cards from CBA and Bankwest from today (Wednesday, 23 January).

Published in Strategy
Friday, 14 December 2018 11:50

CBA folds, to offer Apple Pay from January 2019

The Commonwealth Bank appears to have thrown in the towel as far as keeping Apple Pay out goes, and has said the payment option will be made available to its own customers and those of Bankwest.

Published in Strategy

Bankwest, a division of the Commonwealth Bank, has launched its digital cards feature, allowing customers to activate a credit card via the bank’s mobile app prior to receiving the physical card.

Published in Strategy

Bankwest, a division of the Commonwealth Bank, has been accused of launching an "aggressive and overhanded enforcement default" in the case of Asia Pacific Data Centre, by the head of data centre operator NextDC, Craig Scroggie.

Published in Data Centres

By Evan Leybourn, Business Agility Institute:

According to the Business Agility Report, Leadership is the #1 issue facing agile transformation programmes. And it is middle management who are the king-makers of change. They are in the unique position to either drive the corporate vision or freeze the change.

I got a chance to catch up with Paul Lewis, Executive Manager Enterprise Agility at Bankwest, to get his thoughts on leveraging the frozen middle. In this honest interview, Paul shares some of their missteps as well as his insights on where resistance to change emerges and how to overcome it.

What was it that led Bankwest to begin this business agility transformation. Was there an instigating event or was it a strategic move?

Nearly 3 years ago, we found ourselves at a strategic fork in the road. Despite delivering several years of successful performance, we considered the rapidly changing external environment and asked ourselves some fundamental questions. What business are we in? Where should we play and how will we win in our chosen markets and segments?

Whilst disruption wasn’t anything new, it was clear that when, how and where customers wanted to consume financial services was changing. Customer expectations were rising based upon the amazing experiences they were frequently receiving from newer digital organisations like Amazon, Uber and Google. Combined with the seemingly exponential growth of regulatory expectations, the time for change was apparent, if we were to remain relevant in an increasingly digital economy.  

To be successful in the future we had to be able to move faster and be more customer obsessed. We recognised that this not only required to think differently about what we do but as importantly, how we do it.  We formulated the strategy was to create a new operating model to break down our divisional silos and create a bank that could respond to rapid change while really putting the customer at the centre.

We had always talked about customers being important to us, but when we looked at some non-bank case studies, what stood out were those organisations that were truly customer obsessed. Not just in the front line, but through their whole organisation. We didn't have that. That’s when we really started. To get that customer obsession throughout the organisation. To remove layers and break down those divisional silos, so more people would have direct engagement with our customers.

What was one thing that made it stick?

Understanding why. This was especially important for the executive team and senior leadership group. We had to make it clear that we would risk being ‘disrupted’, either in the Australian marketplace or to CBA group, if we didn't change the way we'd been working. It's been a journey, and while there will always be concerns through large transformation, our leaders have committed to it and are fully onboard. I think it is key to ensure your managing director, executive team, and senior leaders are truly on board and own the outcomes you're looking to achieve.

What was the biggest mistake you made along the way? You're changing an entire organisation, so what would you have done differently were you to start again today?

I wouldn't call them mistakes, but I would say that we have learned a great deal and would have done many things differently if we were to do it again. My number one learning was to open-up to co-design across the entire organisation earlier. We were a transformation tribe which owned the transformation; both designing and delivering it. A tight group of people who knew what was going on and had bought into it. Whereas we should have been facilitating the transformation through co-design with the leaders who were going to be part of the new operating model. Those people who were frozen out of the transformation and thus didn't own it and weren't buying into it.

This led to an inevitable degree of resistance. Leaders often struggle with a perceived loss of ‘control’ in agile transformations, more than most change programmes, because the goal is to empower teams to self-manage and to distribute decision making (rather than delegation). This takes away a lot of the command and control leadership. And, by being frozen out of the design, there was additional anxiety and therefore some resistance. While we didn't wait a long time to discover this, we could have accelerated the change from day one had we opened up and been more transparent with leaders.

You touch on psychological safety in the outline for your talk. How important is that in your leaders and how do you develop it?

It's absolutely critical. That was another key learning that we found throughout this process; to create environments that are psychologically safe. We broke a lot of our own rules in the early days and we were quite rightly challenged for them. For example, we created a regular co-design forum to discuss our progress. However, there was a small subset of attendees who were more resistant about the work and made it difficult to present work in progress, rather than work that was complete. We learned that we had to talk to people about the mindset and behaviours required for what we're trying to do.

We discovered that it’s a lot easier to do the "what" of change. To create new ceremonies, processes, and controls, put them in a pack, and share it with other leaders. However, it’s the "how" of change that’s hard. That is to say, the cultural side, the psychological safety, and leadership shifts in mindset and behaviours. And, to be honest, that's going to take us years to get through. These leaders have built their entire career around one way of doing things. You've got to pull that apart and they've got to be emotionally intelligent enough to be able to shift and see that they still have a role to play. So psychological safety for them is to be able to share, contribute and challenge, but in an environment without repercussions.

That was one of the reasons we initially talked a lot about making it safe to fail. We generally don't use that phrase anymore. It's not really a mistake or a failure and it doesn't matter how you sugar coat it, people don't like those words, psychologically speaking. So, what we're all about is breaking things down and doing things that are small. If we don't get it right, we learn from it and do something different next time. Now it's about evolving, changing, learning and continuing to have that feedback all the way through.

Your talk at the Business Agility Conference is "The Frozen Middle - Learnings from Strategy to Execution", what can audiences expect to learn from your presentation?

How to accelerate change through leadership buy-in & accountability through a co-design approach. This was the key learning for us - not having a frozen middle. To leverage our middle managers, bring them in, and make sure they're educated so they can take ownership of the change.

Paul is an experienced corporate leader with a unique blend of entrepreneurial skills and enterprise transformation experience. He strongly believes in putting people first, enabling the future of work, through an awesome employee value proposition and consistently enhanced customer experience. He is speaking at the Business Agility Conference in Sydney on September 24-25 on ‘The Frozen Middle - Learnings from Strategy to Execution’. Get your ticket to hear Paul speak here: https://businessagility.yowconference.com.au

SPONSORED NEWS
Nimble, innovative and highly successful organisations will share their secrets with transformation leaders and mid to senior level managers at an interactive two-day conference in Sydney this September.

Published in Development

Cloud mobile and online business messaging solutions provider LivePerson has collaborated with Commonwealth Bank subsidiary Bankwest to create a new in-app conversational banking service that enables bank customers to message the bank for service using the bank’s website and app.

Published in Apps
Tuesday, 03 July 2018 12:34

Toohey takes on CIO role at Me Bank

Me Bank has appointed former Bankwest senior executive Matt Toohey as its chief information officer, following the departure of Mark Gay earlier this year.

Published in People Moves

There's no Master Chief required, but Bankwest's Halo will let you become a master shopper thanks to a payment ring, requiring no power, for a novel and fun new way to make contactless payments.

Published in Home Tech

West Australian bank Bankwest has begun testing wearable payment technology as it examines the way contactless payments will evolve.

Published in Enterprise Solutions

Australian EFTPOS payments provider Tyro Payments has appointed former UBank executive Natalie Dinsdale as its new head of Brand & Marketing.

Published in People Moves
Tuesday, 06 December 2016 21:21

Bankwest introduces Android Pay

Bankwest has introduced Android Pay for its customers, the bank announced on Tuesday.

Published in Enterprise Solutions
Tagged under

Security is always a concern with financial transactions conducted online and the explosion in smartphone use for everything from mobile banking, buying event tickets to paying bills means that it’s a number one priority for both consumers and financial services providers.

Published in Mobility
Wednesday, 06 April 2011 10:04

Black mark for banks' green IT

Australia's banks have scored a black mark for their progress on green IT initiatives from an international survey of financial sector sustainability measure potentially placing them at a competitive disadvantage compared to their greener international peers.

Published in Virtualisation
Wednesday, 06 April 2011 10:04

Black mark for banks' green IT

Australia's banks have scored a black mark for their progress on green IT initiatives from an international survey of financial sector sustainability measure potentially placing them at a competitive disadvantage compared to their greener international peers.

Monday, 21 March 2011 14:26

Bankwest banks on new website

Bankwest has launched its new look website, featuring a new range of new tools aimed at tech-savvy customers.

Published in Home Tech
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