Join Merced and OpenSymmetry for a Live breakfast briefing to hear Dana Huddleston, previously Bank of America’s Business Operations Executive, SVP – Associate Effectiveness & Reporting, discuss how Bank of America aligns incentives and goals to drive & compensate high performing individuals. Mr. Huddleston’s presentation will be followed by a presentation by Mark Wild, Managing Director of OpenSymmetry Australia where he will discuss best practices in deploying incentive solutions across the enterprise.
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Learn how Bank of America was able to drive a significant shift in their sales and service culture by redefining the way they measured employee performance and aligned incentives with these goals, the webinar will cover how Bank of America has:
- Redefined the relationship of the Scorecard to the Incentive Program
- Improved customer satisfaction & retention
- Improved revenue per call and branch visit
- Increased agent satisfaction through empowerment and accountability
OpenSymmetry will follow with a session discussing:
- Why do companies implement incentive management solutions?
- Typical characteristics of organisations that should deploy incentive solutions
- Stages of evolution of compensation management maturity
- Business challenges and impacts in deploying incentive management solutions
- The benefits of deploying ICM/SPM solutions
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- Dana Huddleston, Previously, SVP – Associate Effectiveness & Reporting
Bank of America
- Mark Wild, Managing Director
OpenSymmetry Australia
Hosted by, Merced Systems & OpenSymmetry |
 Dana Huddleston is a proven operational and business executive capable of leading people, processes and initiatives to achieve line of business and corporate goals. He has more than a decade with Bank of America in various executive operating roles. Mr. Huddleston also has experience in other verticals such as Telecommunications and Retail.
 Mark Wild is an experienced business professional with a background of operational management in the Oil and Telecommunications Industries. Over the last ten years he has overseen the development and growth of technology and service based organisations delivering large-scale innovative business solutions.
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Dana Huddleston will be discussing how Bank of America was able to effectively use incentives to reward for truly exceptional performance by deploying incentive programs that extend from the scorecard metric strategy. Dana will also share how the Bank used a different strategy of incentivising frontline employees on alignment with goals while incentivising managers & supervisors on coaching frontline employees.
Bank of America was able to:
- Use blended metrics to drive high performance
- Manage a blend of Service & Revenue metrics
- Effectively communicate performance goals & empower employees to be high performers
- Align goals and incentives across multiple channels – branches & contact centers
- Measure return on incentives
- Optimise compensation mix
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Participants who will benefit most from this briefing include: Sr. Sales & Finance executives, Sales Directors, Sales Operations Directors, Sales Managers, Finance Directors, Incentives Executives, Call/Contact Center Directors, Business Finance professionals, and Human Resource business partners. |
8:00 – 8:30 |
Registration and breakfast |
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8:30 – 9:15 |
Presentation: Aligning Incentives & Corporate Goals |
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9:15 – 9:45 |
Presentation: Best Practices in deploying incentive solutions |
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9:45 – 10:00 |
Q&A with speakers |
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10:00 – 10:30 |
Refreshments and networking with presenters & attendees |
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Merced Systems develops and delivers Sales and Service Performance Management software, providing solutions for contact centers, field sales, retail sales, partner operations, back office functions, and field service groups.
Proven in the largest, most complex organizations, Merced Systems' applications have been designed from the ground-up specifically for sales and service operations. As a result, Merced Systems products solve data management and end-user behavior change problems more deeply than alternatives not built for sales and service functions.
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www.mercedsystems.com |
OpenSymmetry is a leading incentive technology consultancy that offers highly specialised services focused on delivering Incentive Compensation Management (ICM) solutions to clients worldwide.
Through a full range of services, OpenSymmetry enables organisations of all sizes to maximise the value of their Incentive Compensation Management (ICM) solution. With offices in the UK, Belgium, USA and now in Australia, OpenSymmetry is the only independent consulting company with a global network of highly skilled consultants dedicated to ICM.
www.opensymmetry.com.au |
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