Developing People Managers at American Express

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DEVELOPING PEOPLE MANAGERS AT AMERICAN EXPRESS 17TH JAN, 2012

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AGENDA

Journey

Program Framework for People Leader Development

– A Few Development Offerings

Becoming A Great People Leader – Sharing the Secret Mantra

AXP Approach of Leadership Development

Role of a People Leader

Measuring Effectiveness

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THE ROLE OF A PEOPLE LEADER

SIMPLE Keep employees

Engaged and Motivated!

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HOWEVER

SIMPLE DIFFICULT

IS THE NEW

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WHAT DOES IT MEAN TO BE A LEADER TODAY?

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5 CORE ELEMENTS OF A PEOPLE LEADER

Coaching & Feedback Exhibit Business & Process Knowledge and provide Coaching & Feedback

Emotional Connect Build an Emotional Connect during critical employee touch points

Energize Team Energize Team. Celebrate individual and team success publicly

Communicate Communicate. Communicate. Communicate

Understand Career Aspirations Understand Career Aspirations and provides guidance

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OUR APPROACH TO LEADERSHIP DEVELOPMENT

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LEADERSHIP PHILOSOPHY AT AXP

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At American Express Everyone is Considered to be a Leader. Leading is a way

of being and you don't need to have direct reports to demonstrate leadership. Leadership is not defined by title; it is earned through competence, caring and

judgment.

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SEGMENTED APPROACH TO DEVELOPMENT

The 3 E’s OF DEVELOPMENT EXPOSURE

EXPERIENCE

EDUCATION

A BLENDED LEARNING APPROACH TO ENABLE SUSTAINABILITY

TIERED CURRICULUM PROVIDING

TARGETING & SEQUENCED

LEARNING BY CAREER STAGE

Leader of Leaders

Aspiring Leader

First Level Leader

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THE 3 E’S

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THE TIERED APPROACH

AXP Internal 31-Jan-12

Tier 1:

First Level Leaders

Tier 2:

Leader of Leaders

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Asp

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Tiered Curriculum

Aspiring

Leader First Level Leaders are people

leaders with at least one

direct report

Leaders of Leaders lead

other people leaders with at

least one direct report

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LEADERSHIP DEVELOPMENT FRAMEWORK

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PROGRAM FRAMEWORK FOR DEVELOPING PEOPLE MANAGERS

Future Leaders’ Program

• New and Aspiring Leader

Curriculum

• Leadership Academy

• Aspire to Lead

• Structured Talent

Enhancement program

• Creating Great Leaders

Website

Strengthening Leadership

• Continuing to Grow @ AXP

• Global Rotation Program

• Platinum Leadership Program

• Authentic Leadership

Workshops

• Executive/ Leadership Insight

Diversity Leadership

• Grace

• Pathways to

Sponsorship

• Sponsor Effect Sessions

• Gensquare Workshops

• Web based trainings

• Mentoring Programs

• One India Projects

• Mentoring Ring

• Leadership Tasting Panel

• Career Conversation Leader Toolkit

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Facilitating Careers Across Leader Segments

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FOCUS FOR TODAY’S SESSION

Future Leaders’ Program

• New and Aspiring Leader

Curriculum

• Leadership Academy

• Aspire to Lead

• Structured Talent

Enhancement program

• Creating Great Leaders

Website

Strengthening Leadership

• Continuing to Grow @ AXP

• Global Rotation Program

• Platinum Leadership Program

• Authentic Leadership

Workshops

• Executive/ Leadership Insight

Diversity Leadership

• Grace

• Pathways to

Sponsorship

• Sponsor Effect Sessions

• Gensquare Workshops

• Web based trainings

• Mentoring Programs

• One India Projects

• Mentoring Ring

• Leadership Tasting Panel

• Career Conversation Leader Toolkit

AXP Internal 31-Jan-12 14

Facilitating Careers Across Leader Segments

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LEADERSHIP ACADEMY – PREPARING FUTURE LEADERS

Leadership Academy :

The Program :

6 month long training intervention to groom future people leaders & create talent pipeline

Selection Procedure :

Only Hi Potential applicants basis performance rating and senior leader recommendation

Aptitude Test with cut offs benchmarked on top people leaders in the organizations

Interview Round with cross functional senior leaders, HR & OD Team

Details :

Holistic curriculum encompassing critical components of effective leadership

Development Centre : Individual Experiential Diagnostic Center using psychometric tools

Functional & Leadership knowledge/skills – Self discovery/ skill development :

Mentoring & Apprenticeship Program

Evaluation : written assessments, term end presentations, Feedback from executive coach

Measuring Success : 95% successfully posted into people leader positions

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STRUCTURED TALENT ASSESSMENT PROGRAM : ENHANCING PEOPLE LEADER EDGE

L & D Interventions • Leadership

Development Trainings

• Senior Leaders as Mentor

• Green Belt Training

Visibility • Exec Project Review • Speed Mentoring • Talent Review

Hi Complexity Assignments

Hi Potential

People Leaders

Duration: 6 Months

IDENTIFY DEVELOP

Graduation post :

•Project Completed

•All Trainings

completed

•Performance

feedback

GROW

20% of Participants

to experience

lateral/ promotional

moves.

Senior Leader as Project Manager for E2E operational Excellence

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Share & Learn sessions

Cluster Mentoring ( Twice in a year)

3-6 Mths

6-9 Mths

9-12 Mths

12 months high touch program focusing on group & individual development to maximize learning

Incr

eas

ed

Le

arn

ing

Agi

lity

Theme 1 Theme 2 Theme 3

CONTINUING TO GROW : STRENGTHENING LEADERSHIP

0-3 Mths

Tal

en

t A

sse

ssm

en

t

Exec Presence

Strategic Thinking

Gender Intelligence

Theme 4

Influencing skills

Assessment through Hi touch modules

Development Theme Based Newsletter to share Web Based resources

Theme based Instructor Led Training

Web Based Information Newsletter

Relationship Based Learning Sponsor Effect Workshops

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Focused Development

Personalized support to

women Leaders

Internal- external Balance

leverage on existing top talent

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MEASURING EFFECTIVENESS

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MEASURING EFFECTIVENESS

The Annual Employee Pulse Survey Measures:

- Leadership – People Management - Leadership – Technical Capability

- Recommend Your leader

Retention of team members especially hi potentials

Employee Development & Career Advancement

People Leader Scorecard

Cross Team/Business

Moves

Talent Assessment Annual Employee

Pulse

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The Secret Mantra of a People Leader :

From Good to Great…..Power of 5

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1

Be a Subject Matter Expert & Build creditability by displaying process knowledge

Give Specific & Actionable feedback during coaching sessions : focus on ‘how to do’ and not just ‘what to do’

Conduct regular & timely coaching / feedback sessions

EXHIBIT PROCESS KNOWLEDGE IN ALL COACHING & FEEDBACK SESSIONS

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2

BUILD AN “EMOTIONAL CONNECT” WITH YOUR TEAM MEMBER

Be visible and present for their needs

Celebrate employee’s personal occasions and professional milestones through their journey – Birthdays, Anniversary, Confirmation, movements

Share, Care and Be fair in a genuine & authentic manner

– Share : experiences, learnings, accomplishments, advice

– Care : for their needs , aspirations, expectations, development, morale

– Be fair : let go personal biases, support all their needs, help all learn from mistakes

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COMMUNICATE – COMMUNICATE – COMMUNICATE

Help team members connect with the larger organization goal – provide context, share vision, expectations , opportunities , priorities and Business updates

Help team members with day – day : Communicate regularly through one on ones, huddles and declutter facts from grapevine in their minds to instill focus, confidence & comfort

Solicit ideas and solutions : include them in problem solving and leverage them

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4

ENERGIZE TEAM

Create, Sustain a healthy & positive work environment full of excitement

Acknowledge & Recognize success : big or small

Inculcate a team spirit that becomes the reason for them to come to work everyday

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5

UNDERSTAND CAREER ASPIRATIONS & HELP IN FULFILLMENT

Help each team member in being aware of their strengths & career goals

Link strengths, aspirations, organization needs & career guidance tools to develop & execute robust development plans .

Hand hold them and set them for success at every Talent display window till they are completely “ready”.

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LAST THOUGHTS

‘A leader is a dealer in hope.’

- Napoleon Bonaparte

‘The role of a leader is to define reality

and to give hope.’

- Ken Chenault

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Questions

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TIPS FOR A GREAT CONVERSATION

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Questions