FIS - Customer Service Training Team of the Year
Company: FIS
Company Description: FIS (Fidelity Information Services, Inc) is a Fortune 500 company which offers an array of financial products and services including; financial software development and support. FIS employs 55,000 people worldwide and through acquisitions is the largest processing and payments company in the world.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - Financial Services Industries
Nomination Title: FIS Learning Solutions Training Team
In our first year together as one, focused team we have demonstrated significant momentum to accomplish our objectives.
Deployed a new modern learning management system for learners increasing ease of access to training resulting in more participation in training classes.
Launched a marketing and awareness campaign to educate learners about Learning Solutions offerings. Our website was enhanced and modernized, and a bi-weekly newsletter titled highlight team accomplishments and reiterates our commitment to delivering high-quality training for our learners.
Piloted a new, digital onboarding training program for client-facing employees. The program brings increased focus deliver a consistent learning experience and training practices across the lines of business. SPOT is a proactive approach to eliminate knowledge gaps and ineffective processes that result in poor client experiences.
Converted multi-day traditional classroom classes into virtual classes. We used modern tools and techniques to ensure effective, engaging and interactive learning experiences, including hands-on practice enabled by using virtual desktop software. Clients can log in and complete practice activities before, during and after virtual sessions to reinforce what they learned.
Developed 531 modern micro learning videos and simulations embedded in applications, virtual classes and as stand-along learning objects.
Upskilled our trainers to deliver engaging, interactive and quality virtual learning experience. Learning Solutions is partnering with LPI (Learning and Performance Institute) to certify our trainers in the Certified Online Learning Facilitator (COLF) program.
Briefly describe the nominated team: its history and past performance (up to 200 words):
In the past, disparate product and process training teams were dispersed amongst separate lines of businesses within the Banking Solutions division resulting in inconsistent and vastly different learning experiences for our clients. In July 2019, under the leadership of Senior Vice President Milista Anderson, the new Learning Solutions team was formed and achieved the visibility and funding in the corporate structure to advance the careers of 80 training professionals. This centralized and collaborative team approach advances the team’s focus on a unifying goal: providing an improved and consistent learning experience for approximately 3000 client-facing employees and more than 20,000 clients.
Ms. Anderson established a simple yet highly impactful mission for the Learning Solutions team which is “For employee to love their jobs and for clients to love our products”. To accomplish our mission, she established four key initiatives:
1-Create a learning culture
2-Develop a product-educated and CX-minded workforce
3-Modernize the learning experience
4-Deliver job-specific, sticky learning experience for clients
Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
In our first year together as one unified team, we achieved results that have made a positive impact on our learners.
The number of new courses grew 32% from 1444 to 1900 and participation in training classes increased 16% from 76,862 to 89,259. More options to learn helps to boost learners’ confidence using FIS products to perform their job better.
Traffic to our website increased from 882 to 6.5K and distribution of the newsletter reaches over 27,471 readers increasing the awareness of our training offerings.
SPOT represents just one initiative from a team of training professionals committed to the development of a CX-minded workforce to better serve our clients. Although SPOT is in the “pilot” phase it in the “spotlight” and has gained high visibility and inspired active partnerships with key stakeholders to help ensure its continued success. An existing employee stated that “I wish I had this when I started at the company. I have learned things that I never knew in the 15 years I have been with the company”.
To modernize the learning experience for our learners, we focused on consistency, enhanced virtual instructor-led learning and self-paced eLearning options and micro learnings.
Converted traditional classroom training to virtual classes designed to be role-based versus system-based and created specific learning paths for each role at a financial institution putting the client experience success at the heart of the design.
Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Testimonials, industry recognition and samplesof our work demonstrate how we havesuccessfullymodernize the client learning experience and to create "sticky" learning experiences for our clients.
“Tammy was a very professional, knowledgeable, and truly a wonderful trainer. Having the class virtually was different for our teams but Tammy made it as seamless as possible and really made sure that everyone was able to interact and did not leave anyone left behind.”
“Darlene did a fantastic job! She was patient with us and helped us learn the system. She had our learners “drive” in the WebEx’s, which I found very helpful as it forced learners to apply what we were learning, and to get comfortable with the system.”
“Eric was very knowledgeable, and I’m pleased to know he is available if we need additional assistance when writing reports. He provided examples beyond what the manual listed which I found to be useful. Overall, I think this virtual course was a success!”
“Nicely run class – especially one that was remote. I much prefer the remote environment than having to travel with my team.”
Published an article in Training Industry in May/June 2020 titled "5 Ways to Maximize Your On-The-Job Training Program". Training Manager, Jo Ellen Click, was named a 2020 Emerging Training Leader by Training Magazine.