Embracing Diversity(While keeping your hands to yourself)

Rebecca ScottManager, Service Transition

rebecca.scott@bankwest.com.aubecscott73

My TeamTechnology&Transformation

InfrastructureServices

ServiceAvailability

ServiceOperations ServiceTransition

ServiceContinuity

ITChangeManagement

ServiceManagementTechnologies

SoftwareAsset&

ConfigurationManagement

ProductionAcceptance

CustomerSupportCentre

DesksideServices

KnowledgeManagement

Engagement …then and Now

2015

2016

2017

What did I do?

• Created a team culture• Created an environment of openness and honesty• Changed recruitment style• Renamed roles• Encouraged flexible working• Created meaningful development plans

Recruitment

• Change from essential to desirable criteria• Diverse interview panel• Remove identifiable information from resumes• Pick the right person for the team

What is Diversity?

DiversityDiversityisacollectionofindividualattributes.Itincludescharacteristicssuchasgender,culture,religion,sexual

orientation,identityandexpression,disability,age,life-stage,family,thought,perspective,educationandexperience.

InclusionInclusioniswherediversepeoplefeelconnectedandhavea

senseofbelonging.It’saboutcreatinganenvironmentinwhichanyindividualorgroupcanbeandfeelwelcomed,respected,supportedandvalued.Itenableseveryonetocometowork

andbetheirauthenticself,empoweringthemtocontributetotheirfullpotential.

DiversityEveryoneisindividualanddifferent

EqualityEqualaccesstoopportunities

InclusionAsenseofbelonging:feelingrespected,valuedforwhoyouare,feelingalevelofsupportedenergyandcommitmentfromotherssothatyoucandoyourbestatwork.

Diversity

Inclusion

ImprovedBusiness

Performance

Innovation

83%Customers

31%Collaboration

42%

Statistics

Australians:

• Are ditching religion in unprecedented numbers• Half of us were born overseas (or one parent was)• Speak 301 different languages• 2.8% Aboriginal or Torres Strait Islander (25% in NT)• Getting old … 1 in 6 of us are over 65• 47,000 same sex couples

At Bankwest we value difference for the benefit of our customers, communities and each other

Our Focus

• Diversity in Leadership• Valuing Difference• Flexibility

How do you improve Gender Diversity?

How do you provide Flexibility?

In the news“Ifjust10%moreemployeesfeelincluded,thecompanywillincreaseworkattendanceby

almostonedayperyearper

employee”

How do you value differences?

Unity fostersacultureofinclusionandrespect,toempowerourpeopletobringtheirwholeselvestoworkeachday- regardlessoftheirsexualorientation,gender

identity,orgenderexpression.

“IwanttoeducatecolleaguesinESonworkingwithpeoplewithdifferentabilities-andIreallybelievewehavemoretolearnfromemployingpeoplewithautismthan

theycanlearnfromus.”Jonathon Siero

"WhenIfirstjoined,IwasconcernedaboutthestereotypesandstigmaassociatedwithAutism– therearemanyincorrectanddamagingmisconceptionsthatgoaround.ThesefearswerequicklyputtorestwhenIsawjusthowawesomeeachandeveryoneofourcolleaguesare.IlovedoingwhatIdoasIhaveaneyeforthe

detailsandIdon'tfeelafraidtochallengeourdecisionsandprocesses”.

Michael New,

Mosaicfosters acultureofinclusionandrespectforourcolleagues,leveragingourmanyethno-culturalbackgroundstoconnectanddeliveronwhatmatterstoour

diverserangeofcustomersandcommunities.

Success & Recognition

• Employer of Choice for Gender Equality Award – 2015 & 2016• Gold Tier employer on the Australian Workplace Equality Index • 71% of our people say they work flexibly in 2017

What is the business case for diversity?

Diversity

Inclusion

ImprovedBusiness

Performance

Source:Waiter,isthatinclusioninmysoup?Anewrecipetoimprovebusinessperformance- DeloitteResearchReportwithVictorianEqualOpportunityandHumanRightsCommission,May2013

Around28percentofcomplaintsreceivedbytheCommissionin2015-16allegediscriminationinprovisionofgoodsandservicesbasedoncharacteristicssuchassex,age,race,disability,sexualorientationandgenderidentity.

Customer Diversity and Inclusion Maturity Model

Source:Missingout:TheBusinesscaseforcustomerdiversity,Deloittes - February2017

So what?Could emerging insights about diverse employees apply to the world of customers?

• Retain existing customers and increase advocacy by enhancing the customer experience

• Identify new customers and business opportunities by understanding the buying patterns of diverse groups?

• Access more customers through positive brand differentiation?

Source:Missingout:TheBusinesscaseforcustomerdiversity,Deloittes - February2017

Whetherit’syourcustomersoryourworkforce,respectingdiversityandtreatingpeopleinclusivelyistherightthingtodo,plainandsimple.It’salsothesmartthing

todo,becauseifyou’reappealingtothewidestrangeofpeople,you’restrengtheningyourabilitytogrow,attractthebesttalentandinnovate.Thisreport

makesthosebenefitsclear.'

Alan Joyce CEO, Qantas

What’s next

Considerations

• Do you have a compelling vision and clear strategy?• Good Governance• Capable and accountable leadership• Capable employees• Meaningful insights• Relevant measurement and reporting

Start with …

• Forming Actions Groups• Change the way you recruit• Make the most of Networking• Create policies and have a strategy

Questions?

Resources• Waiter, is that inclusion in my soup? A new recipe to improve business performance - Deloitte Research Report with Victorian Equal Opportunity

and Human Rights Commission, May 2013

• Missing out: The Business case for customer diversity, Deloittes, February 2017

• http://www.mckinsey.com/business-functions/organization/our-insights/why-diversity-matters

• https://www.wgea.gov.au/sites/default/files/International-gender-reporting.pdf

• https://unstats.un.org/unsd/gender/dataWW2015.html

• http://mobile.abc.net.au/news/2017-06-27/australians-are-older-ethnically-diverse-and-less-religious/8654440?pfmredir=sm

• Chiu, L.-H. (1972). A cross-cultural comparison of cognitive styles in Chinese and American children. International Journal of Psychology, 7(4), 235-242.

• https://www.gizmodo.com.au/2017/08/exclusive-heres-the-full-10-page-anti-diversity-screed-circulating-internally-at-google/