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“............the practical approach and experience Charley had and her style prompted me to engage her to advise us in establishing the Customer Service Department. The successful formation and implementation in addition to the coaching by Charley of 25% of our staff from the CEO down took the bank from number five to joint number one bank in Kosovo...”

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A deep understanding of the countries, cultures and value systems of our clients is at the heart of Peak Fifteen Consultancy, with customized methodologies and processes to suit the needs of client organizations and the business environments in which they operate.

Peak Fifteen Consultancy provide the solutions and strategy to the banking and financial services sectors across the globe. With a strong track record that spans many continents we provide the answers and strategy to help financial institutions meet the challenges of change management, restructuring, organisation design & development and financial management and control.

Taking a participative approach with all stakeholders, we become proactive agents of change guiding our clients through the implementation of these practices by providing the appropriate skills transfer.

Our clients achieve strategic and operational excellence through the provision of up-to-date practical experience and know-how.

Our work and projects - in our own name and as members of consortium and as sub-contractors - is highly valued and successful, evinced by repeated project extensions and referrals.
 

Some indicative reference projects undertaken by us:

 

Millennium Bank Romania

 

Developed product package proposal and strategic alliances in business community for niche market of women entrepreneurs. Developed and delivered customised 2-day Management Training Programme. Addressed the National Women in Business Conference in June 2011 on ‘Finding the Right Banking Partner’.

 

 

ProCredit Bank Albania

 

Developed and delivered a customised three-day Process Flow Development and Management Training Workshop for senior management, with specific emphasis on the Sales and Customer Acquisition Process for a specific target segment. Developed and delivered a number of customized Sales and Negotiations Skills programmes for senior management

 

Post Consult International Ltd (PCI) Ireland

 

Two days intensive coaching of team of 10 senior trainers with specific emphasis on how to conduct role-plays and give feedback, working the room and engaging fully with participants.  Product Knowledge and integration of new processes with focus on customer service built into programme.

 

Raiffeisen Bank  Kosovo

 

Developed and delivered 3 customised Management Training Programmes.  This 2-day practical programme centred on key management, motivation, delegation and conflict management skills delivered to Middle Management.

 

Inicjatywa Mikro Poland

 

Conduct skills gap analysis interviews with both the Management team and Loan Officers and made recommendations regarding their training needs.  Advised on the Sales Training Programme content for Loan Officers.  Developed and delivered Management In Practice Workshop to senior management team.  Coached senior management team through the Transition Planning Process and devised a three-month transition plan with the CEO.

 

Coached the Regional Sales Managers on Sales Team Management processes and methodologies, and the Senior Management plus Sales Management team on Customer Segmentation and Marketing Planning – facilitated the development of the first draft of their Marketing Plan and developed an action plan for segmentation and research.

 

Reviewed Product Portfolio and core Products – reduced the portfolio to three core products, facilitated the complete revision of the characteristics, benefits and terms and conditions of these core products with the senior management team and recommended new promotional and sales tools to support a renewed sales effort.

 

Postbank Ireland Ltd Ireland

 

Established a Training Department with specific focus on the Sales and Distribution customer facing staff in Postbank, it’s distribution channel partners and it’s back-office dept.  Developed a multi level training programme to ensure consistency in sales, product knowledge and compliance skills across all channels for newly developed Product Suite.  Recruited permanent Training Manager and Co-ordinator and built solid and sustainable relationships with channel training personnel; reviewed business processes, scripts and procedures to ensure consistency of content and messaging within Training Programmes.  Developed assessment and measurement tools and methodologies for implementation throughout the bank.

 

Kosovo Bankers Association Kosovo

 

Manage a Training Needs Analysis (TNA) project for the Kosovo Bankers Association and all 9 of their member organisations.  Devise and implement a TNA process, procedures, interview process and template, budget and training plan template and database development for all organisations which is aligned with the central TNA process in the Kosovo Bankers Association Training Centre. Managed, devised and implemented draft training curriculum for 2010 and implementation plan for Q1 2010.

 

ProCredit Bank Kosovo

 

Delivered 8 3-day programmes to Customer Relationship Managers and Senior Client Advisors to Medium and Large Companies on Business Communications, Sales and Negotiations Skills from October 2008 – May 2011

FinGroup SRL Romania

 

Advised on the establishment of the new Financial Services company FinGroup, part of Rompetrol Group, concentrating on organisation structure, business functions, personnel recruitment and operational activities.

Developed and implemented product development, pricing, positioning and implementation methodologies for all products, particularly the launch product Chip based Credit Card.

Determined and assessed the quality, capabilities and scalability of the potential third party suppliers to ensure secure, cost-effective and reliable operational and relationship management activities.

Determined the business and customer interface requirements between the outsourced processing partner and FinGroup’s own management system.

Developed a scalable customer relationship management (CRM) system, initially building on FinGroup’s existing client base and growing it based on target customer research and customer needs analysis and sales.