THE CITI & GATEWAY PARTNERSHIP Education is a Business Strategy! EDUCATION IS A BUSINESS STRATEGY.
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Transcript of THE CITI & GATEWAY PARTNERSHIP Education is a Business Strategy! EDUCATION IS A BUSINESS STRATEGY.
Strategic Plan for the partnership
• The importance of education as a business strategy
• The need for a sustainable training program
CITI & GATEWAY PARTNERSHIPORIGIN OF PARTNERSHIP
• Sustainability of our 10 year plan
Economic Challenges
Financial Scrutiny
CITI & GATEWAY PARTNERSHIPSUSTAINABILITY
The cornerstone of Citi talent development
The partnership will sustain!
CITI & GATEWAY PARTNERSHIPSUSTAINABILITY
• Skill Enhancement
• Improve Retention
• Encourage College Credential Completion
• Prepare employees for professional advancement
CITI & GATEWAY PARTNERSHIPESTABLISHING THE NEED
• Could we use community college workforce development strategies to impact community and economic development?
• Could we have a positive impact on a call center culture?
• Could education really become a business strategy?
CITI & GATEWAY PARTNERSHIPESTABLISHING THE NEED
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Fall 2002 Summer 2003
Study Team of 24
Launch Programs
Citi GCTC
Chamber of Commerce
NKY Economic Partners
Pre-Hire Advisor Career Discovery
College Courses
One Stop
5 month planning phase
Pre-hire training through 2006
Conducted three ACT Job Profiles
Kentucky Employability Certificate
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Career Discovery:• One hour of college credit• Career mapping, shadowing
Citi leaders, and creating elevator speeches
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Career Discovery:• 946 successful graduates • 331 promotions• Course is often pre-cursor to
taking first college course
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Academic Advisor On-Site:• 1,000 employees have received
career planning and academic support each year • Assistance with Gateway
application, enrollment, registration, and financial aid
• Full career planning services available• Will also assist with enrollment in other local colleges
and universities
CITI & GATEWAY PARTNERSHIPTHE HISTORY
College Course Enrollment: 1834• Online courses: 764• Campus classes: 615• Onsite classes: 437• Modular online courses (VLI): 22• Certificates Earned: 76• Associates Degrees Earned: 23
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Operations Management Certificate:• Courses Emphasize:
⁻ Communication Skills⁻ Foundational Business Knowledge⁻ Leadership⁻ Operations Management
• 43 Graduates
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Client Excellence Certificate (Sales Certificate)• Based on the Citi Client Excellence Values, the certificate
emphasizes:• Personal Selling• Managing Client Interests • Cornerstones of Client Excellence
• 18 graduates
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Customized Training• Trained 800 employees • Establishing Rapport with Call Center Customers • Enhancing Negotiation Skills with Call Center
Customers
CITI & GATEWAY PARTNERSHIPTHE HISTORY
Coaching Series • Achieve Global Needs Based Coaching ™
• Shaping a Motivational Workplace™• Giving Needs-Based Feedback™• Realizing Talent in Others™• Offering Rewards and Recognition™
• Strengths Finder 2.0 Analysis
CITI & GATEWAY PARTNERSHIPTHE HISTORY
946 Successful graduates331 Promotions1000 Employees served
per year18 Graduates 800 Employees trained76 Certificates earned
1834 College course enrollment764 Online courses615 Campus classes437 Onsite classes22 Modular online courses
(VLI)23 Associate degrees earned
CITI & GATEWAY PARTNERSHIPMEASURES OF EFFECTIVENESS
Citi pioneered college certificate programs in the workplace. These companies followed…
• Cengage Learning (previously Thomson)• Cincinnati/Northern Kentucky International Airport • Mazak Corporation• Sanitation District No. 1• Staples NAD Customer Service• Valassis Direct Mail• Wagstaff, Inc.
CITI & GATEWAY PARTNERSHIPREPLICATION
Citi Call Centers nationwide also followed…
• Kansas City, Missouri
• Tampa, Florida
• Tucson, Arizona
• Albuquerque, New Mexico
CITI & GATEWAY PARTNERSHIPREPLICATION
Offshoots of the partnership within Citi:• TAP – Talent Acceleration Program• U2O Program – Unit Manager to Operations Manager• Future Focus
• Recruitment of high school students through training in financial literacy, leadership and workplace readiness
• Also provide tuition reimbursement for all employees
CITI & GATEWAY PARTNERSHIPREPLICATION
• Skill Enhancement
• Improve Retention
• Encourage College Credential Completion
• Prepare Employees for Professional Advancement
CITI & GATEWAY PARTNERSHIPREFLECTION
Have we been successful?
1834 enrolled
Achieved!
76 certificates, 23 associate degrees
330 promotions
Thank you to the Bellwether preparation team!Citi
Gregg Morton, Site President Theresa Wauligman, Senior Analyst (Citi)
Julanne Yauch, Project Analyst (Citi)
Gateway CTCChristi Dover, Workforce Development Liaison/Project Manager
Dr. G. Edward Hughes, President & CEOHeather Morgan, Academic Advisor (Citi & Gateway)
Dr. Angie Taylor, Vice President
CITI & GATEWAY PARTNERSHIP