Rick Spitler Featured at BAI's 2006 Retail Delivery Conference & Expo, Speaks on Managing Complexity

November 16, 2006

LAS VEGAS – Rather than a production problem to be solved, complexity management often is a revenue opportunity to be exploited, Rick Spitler today told attendees at BAI's 2006 Retail Delivery Conference. He presented a variety of progressive concepts and techniques that can be used to surmount this challenge.

A Managing Director at Novantas, Spitler moderated a session on "Managing Complexity—Clarifying Branch Management and Strategy for Peak Front Line Performance." Panelists included Betty Cowell, EVP & Director of Sales and Service for Retail and Small Business at Wachovia Corp., Charlotte, N.C.; Scott McBrair, EVP & Director of Retail Banking at Webster Bank, Waterbury, CT; and Thomas FitzGibbon, EVP & Chief Retail Banking Officer at MB Financial Bank, Chicago.

"To an extent, complexity is a reflection of multifaceted responsiveness that helps the institution to win," Spitler said. "In many cases it's more beneficial to improve the execution of a complex value proposition than to simplify it."

However, Spitler said, many banks struggle to properly adjust staffing levels, provide adequate training, mentor effectively and supply tools that enable reps to focus on customers and not just transactions. This causes tension to build and morale to suffer, he said, and resulting turnover forces the institution to start over.

Spitler named five levers in improving front line performance: 1) employee hiring, retention and engagement; 2) training, coaching, and sales management; 3) platform tools and processes; 4) tactical prioritization; and 5) response readiness.

BAI's Retail Delivery Conference and Expo is the largest meeting of its kind in the retail financial services industry.

Novantas is the acknowledged leader in customer science and revenue strategy for the financial industries. The Firm specializes in applying advanced analytics and technologies to help clients make better decisions in marketing, product, pricing, customer management, and distribution.