Your question is Upskill Global Bank Tellers. Take a moment with it on the right.
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You have been asked to design a comprehensive training and development program to upskill a global retail bank’s teller network. The bank wants tellers to handle more complex customer needs at the branch level, including digital onboarding support, basic product cross-sell, and stronger compliance handling, while reducing escalations to branch managers. The challenge is that teller capabilities vary widely by market, branch staffing is tight, training time cannot materially disrupt branch operations, and compliance leaders want consistent standards while country leaders want local flexibility. Senior leadership also expects visible impact quickly because branch productivity and customer satisfaction have both softened.
How would you design and execute this training and development program so it is practical to roll out, aligned across stakeholders, and measurable in terms of business impact?