Client Experience
What is the CPH (Cases per hour) Goal
30 (starting Monday 08/22 @ 25)
What is provide a best-in-class employee experience through, engagement, tools and training available to all GOES employees
2 Non-Compliance development courses
What is Identify areas opportunities for processes improvement to ensure quality, agility and consistency of controls and deliverables
CTR 3 days (current at 2)
What is the compliance training % goal for completion throughout the year
100%
What is Enable scalable growth through operational efficiency and process optimization
adherence @ 90% and above
QA scores 95%
What is the OSAT/Medallia goal company level
82%
What is being virtual mean with 3 bullets?
Cameras must be on
Check in with one another once a week
Utilize team chats, best practices
What is Take accountability & Communicate with others when you need help
Equitable
What is the RMS pend rate % goal
<10%
What is keep focused on adherence goals and other OKR's?
Productive
What is the OSAT/Medallia goal PSA level
85%
What is Equitable
Be Consistent
Setting clear standards off SVB values & EPIC principles
Self management & Discipline to keep on track
what is "Productive" (2 bullet points)
Understand and read Dashboard to keep up on SLA & workload
Team agendas where possible focusing on actin items and discuss progress in each team meeting
What is the Client Contact Rate goal for CRM cases
75%
What is "talk more about SVB values in team meetings, how do we keep them in a WFH environment
Grounded
What is get involved with TEAM REDD
Balanced
What is the next holiday coming up?
Labor day
What is who is getting married this year?
Emily!!!!!
What is how often is the team to commit to meet in the office per month?
1-3 times a month
1 Team meeting in the office a month
Collaborate with one another to go to the office together for trainings or other support needed
What is Encourage one another to take TAFW and never make anyone feel like they can't or the team would suffer without them
Balanced
What is the SVB brand colors
Blue and White
Navigator
OneNote
What is the system you log into each morning for adherence?
Finesses
Calabrio
What is the name of the actor who plays Leonard in Big Bang Theory?
Johnny Galecki
What is 3 things we each strive for each and every day for client satisfaction
Great customer service
First case resolution
Bringing your best