Building a Relationship-Centered Banking Culture
Episode #102 of The Hennessy Report features Maria Harris, EVP & CHRO at Rockland Trust speaking with host Dave Hennessy.
Maria explains how focusing on a culture "Where Each Relationship Matters" drives both customer experience and employee engagement across 2,000 employees and over 100 locations.
STANDOUT STORIES:
- Taking artwork off the wall for customers with ancestral connections
- An employee who personally helped a customer download the mobile banking app during COVID
- How their Hispanic/Latino employee resource group "Unite Us" was formed
LEADERSHIP INSIGHTS:
- Valuing potential over past experience when hiring talent
- Operationalizing culture through leadership development programs
- Using data and spreadsheets to understand employee experiences at scale
- Creating career development opportunities through their "Rising Stars" program
The Hennessy Report - Where HR leaders learn from HR leaders.
The Hennessy Report is produced in partnership with NEHRA.
