Operations – Financial Services


Operations Leadership Fact Sheet
Operations Leadership Course Outline


A hands-on workshop geared toward the back office of firms in the financial services industry. Teaches participants how to manage their operation as a complete system and how to continuously improve productivity, quality, customer service and profitability.

Features a realistic computer simulation of an operating area with managers and staff, workstations, production rates, errors, service measures, holdover items, costs, crises and morale issues. ¬†Instead of fighting fires, participants learn the “big picture” to be pro-active – how productivity and costs are tied together, how to use spreadsheets to staff and manage varying input volumes for more accurate forecasting, capacity planning and the impact of managers and supervisors on customer service and morale. Moreover, they learn effective change management skills and how to lead the efforts of others through appropriate delegation.

Participants learn the critical operation tools and techniques and receive a detailed orientation to the simulated operating area. Organized into small teams, they manage the simulated people and departments, in addition to their live teammates. They learn how to make the trade-off decisions to achieve customer and management targets. The computer then analyzes decisions and provides immediate feedback on results, so participants learn to adjust from the consequences of their own decisions. Daily team presentations on objectives, strategies and results ensure that the lessons learned are shared. The Bottom-Line Tool Kit and Post Graduate assignment ensures that they are immediately applied back on the job.

Key Learning Points:

  • Production Dynamics Develop capacity plan, forecast work volumes and perform risk analysis
  • Business Literacy Manage business for profit; identify nine profit drivers and review business “basics”
  • Leadership Identify competencies and qualities of effective managers in operations; select and develop such managers and supervisors; develop a skill matrix
  • Delegation Get work done through other managers and supervisors, with appropriate controls
  • Change Management Plan and implement major changes to operation including new product processing
  • Performance Management Decide when staff appraisals, coaching and counseling are needed
  • Financial Management “Dollarize” decisions, use relevant spreadsheets and develop a profit improvement plan
  • More with Less Improve productivity, quality, service and cost effectiveness, with limited resources
  • Bottom-Line Tool Kit that is customizable to ensure immediate on-the-job application

Recommended for:

Managers of managers/supervisors in operations, management interns and those who support operations areas-i.e. information technology, finance, etc.


PDU Credits:

3 days