Culture and people
“We knew that the culture had to start with the people first,” explains Simon Lloyd, group HR director. “If you have really engaged people, then you will provide great service for customers.”
Lloyd is clear that the ‘simple, personal and fair’ adage punctuates all HR activities (“if you don’t align your HR strategy to the business, it’s just not going to work,” he says) and is particularly focused on ensuring the behaviours to support this are embedded throughout the organisation.
“If you want to progress here, you need to be modelling the right behaviours, and we need to take visible action if this is not happening,” says Lloyd. “If you can take action with the person who is performing well but displaying the wrong behaviours, that’s very powerful and a true test of whether you are getting the culture right.”
Part of this has involved ensuring everyone has responsibility around risk. “We want people to be part of an environment where they feel encouraged to speak up. We tested this in an employee opinion survey last year and were pleased that most people felt that was true.”