As a global bank aiming to enhance operational efficiency and customer experience, they recognised the need for transformation. In this endeavour, they sought a leader who could inspire, motivate, and guide our teams, set a clear vision, and foster a positive work environment. David Kolb, an executive director with a strategic mindset, was handpicked to lead the technology centres in India and China.

David’s strategic thinking skills were crucial as they embarked on a journey to simplify our IT organisation, concentrate capacity in strategic locations, and adapt to ever-changing customer needs. They needed strong communication skills to articulate the vision, actively listen to stakeholders, and effectively communicate with our diverse audience, including staff, board members, regulators, and the public. Additionally, financial management was essential to ensure the sustainability of our transformation efforts, making accurate projections, monitoring expenses, and managing budgets.

Under David’s leadership, I implemented a comprehensive technology and operations transformation plan.

• Fostered collaboration and relationship building by collocating teams within the technology centres.
• Developed a recruitment process outsourcing to five major firms, resulting in a 40% increase in the workforce.
• Introduced a training and mentoring program for local leadership to enhance capabilities.
• Created a global operational model, standard operating procedures, and an IT system to support the new structure.
• Worked closely with the financial team to optimise processes, monitor expenses, and ensure cost-effectiveness.
• Spearheaded fundraising and resource development efforts, cultivating donor relationships and writing grant proposals.
• Emphasised change management, guiding the organisation through technological transitions and managing organisational changes.
• Advocated for the organisation’s mission and engaged stakeholders to raise awareness and build support.
• Collective efforts yielded remarkable outcomes, propelling the global bank to new heights of operational excellence.

Result highlights include:

• Successfully scaled up the technology centres by 40%, adding 800 skilled professionals and expanding capacity to 2,800 individuals to meet growing customer demands.
• Reduced the global cost base by $125 million through diligent cost management and optimisation initiatives, providing resources for strategic initiatives and operational improvements.
• Achieved an 18% improvement in average response time to customer inquiries, resulting in prompt and efficient support, higher customer satisfaction, and strengthened relationships.
• Implemented streamlined processes and leveraged technology, leading to a notable 12% increase in productivity across the organisation, enabling the delivery of more work within the same time frame.
• Under David’s leadership, they positioned themselves as industry leaders with a 40% increase in capacity, a $125 million cost reduction, an 18% improvement in response time, and a 12% increase in productivity.
• These accomplishments enabled delivering world-class service, meeting customer needs, and driving sustained growth.

• Nearshoring and Offshoring
• people strategy
• Team Leadership
• executive development
• It Strategy
• leadership development
• change management
• IT Strategic Planning
• Problem Solving
• Financial Control
• Change Communications and Engagement
• Strategy Execution
• stakeholder management
• innovation
• Process Analysis

• Organisational Agility & Effectiveness
• Process Effectiveness & Automation
• Digital Enablement
• Accelerated Solution Delivery

• Financial Services