Frontline managers play a critical role in financial services operations, directly impacting employee engagement, performance, and ultimately, customer loyalty. However, current challenges — difficulty accessing data, limited professional development, and competing business priorities — hinder their ability to effectively coach and support their teams.

This session will delve into the strategic importance of the frontline manager experience in financial services. Join Centrical and Purpose Financial to gain actionable insights to elevate the manager experience, ultimately unlocking improved operational efficiency and a competitive edge in the financial services landscape.

Key takeaways:

• Data-driven strategies: Explore practical methods to equip supervisors with seamless access to performance data and AI-driven recommendations for informed coaching conversations.
• Prioritization and efficiency: Share strategies for improving supervisors’ time management skills and learn how to balance competing demands and optimize manager workflows for maximum impact on team performance.
• Real-world examples: This session will showcase a case study from Purpose Financial demonstrating the measurable benefits of a well-defined frontline manager experience and coaching processes on key metrics like AHT and customer satisfaction.

PRESENTERS:

Miguel Lugo
Director of Customer Success
Centrical

Michelle Goldsberry
Senior Business Integration Specialist
Purpose Financial

Jim McHugh
Senior Director Strategic Alignment & Development
Purpose Financial

Danilo Kelen
Solutions Consultant
Centrical