Westpac plans to restructure its branches (2)

branchesWe reported last week that Westpac is proposing to roll out a new branch operating model in the coming months. This will be one of the biggest changes to the way Westpac branches work for a number of years. It will have a significant impact for many workers.

Finsec conducted in-depth interviews and surveyed staff on these sites in order to understand how the new model actually works for staff on the ground. We then reported key findings of this process to Westpac. Key findings from our surveying of staff were that 60% said the pilot had been generally positive for them and 51% said the pilot had been generally positive for their branch. 76% supported the pilot being rolled out across other branches, if the bank addressed key issues such as staffing, training, and branch layout.

Staff suggested a range of improvements to the new operating model including better signage, more desks and printers to support the number of CSO’s and making sure the branch is laid out so that tellers are close to the support desks. They suggested it would be unrealistic to train them new CSOs coming from Teller on the job, so they should be trained before they start at a dedicated off site CSO course. Also, the bank would need adequate staff for its plan to work.

Finsec is still seeking feedback from Westpac staff until the end of the month.

(thanks to Hometown Invasion Tour for the photo)

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