THE CITI & GATEWAY
PARTNERSHIP
Education is a Business Strategy!
EDUCATION IS A BUSINESS STRATEGY
CITI & GATEWAY PARTNERSHIP
ORIGIN OF PARTNERSHIP
Strategic Plan for the partnership
• The importance of education as a business strategy
• The need for a sustainable training program
CITI & GATEWAY PARTNERSHIP
SUSTAINABILITY
•
Sustainability of our 10 year plan
Economic Challenges
Financial Scrutiny
CITI & GATEWAY PARTNERSHIP
SUSTAINABILITY
The cornerstone of Citi talent development
The partnership will sustain!
CITI & GATEWAY PARTNERSHIP
Your Bottom Line is Our Bottom Line
SUSTAINABILITY
CITI & GATEWAY PARTNERSHIP
ESTABLISHING THE NEED
• Skill Enhancement
• Improve Retention
• Encourage College Credential Completion
• Prepare employees for professional advancement
CITI & GATEWAY PARTNERSHIP
ESTABLISHING 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 PARTNERSHIP
THE HISTORY
Fall 2002
5 month
planning phase
Summer
2003
Launch
Programs
Study Team of
24
Citi
GCTC
NKY Economic
Partners
Chamber of
Commerce
One Stop
Pre-Hire
Advisor
Career
Discovery
College
Courses
CITI & GATEWAY PARTNERSHIP
THE HISTORY
Pre-hire training through 2006
Conducted three ACT Job Profiles
Kentucky Employability Certificate
CITI & GATEWAY PARTNERSHIP
THE HISTORY
Career Discovery:
• One hour of college credit
• Career mapping, shadowing
Citi leaders, and creating
elevator speeches
CITI & GATEWAY PARTNERSHIP
THE HISTORY
Career Discovery:
• 946 successful graduates
• 331 promotions
• Course is often pre-cursor to
taking first college course
CITI & GATEWAY PARTNERSHIP
THE 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 PARTNERSHIP
THE 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 PARTNERSHIP
THE HISTORY
Operations Management Certificate:
• Courses Emphasize:
⁻ Communication Skills
⁻ Foundational Business Knowledge
⁻ Leadership
⁻ Operations Management
• 43 Graduates
CITI & GATEWAY PARTNERSHIP
THE 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 PARTNERSHIP
THE HISTORY
Customized Training
• Trained 800 employees
• Establishing Rapport with Call Center Customers
• Enhancing Negotiation Skills with Call Center
Customers
CITI & GATEWAY PARTNERSHIP
THE 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 PARTNERSHIP
MEASURES OF EFFECTIVENESS
946 Successful graduates
331 Promotions
1000 Employees served
per year
18 Graduates
800 Employees trained
76 Certificates earned
1834 College course enrollment
764 Online courses
615 Campus classes
437 Onsite classes
22 Modular online courses
(VLI)
23 Associate degrees earned
CITI & GATEWAY PARTNERSHIP
MEASURES OF EFFECTIVENESS
10 years = SUCCESS
CITI & GATEWAY PARTNERSHIP
REPLICATION
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 PARTNERSHIP
REPLICATION
Citi Call Centers nationwide also followed…
•
Kansas City, Missouri
•
Tampa, Florida
•
Tucson, Arizona
•
Albuquerque, New Mexico
CITI & GATEWAY PARTNERSHIP
REPLICATION
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 PARTNERSHIP
REFLECTION
Have we been successful?
CITI & GATEWAY PARTNERSHIP
REFLECTION
Have we been successful?
• Skill Enhancement
1834 enrolled
•
Improve Retention
Achieved!
• Encourage College Credential Completion
76 certificates, 23 associate degrees
• Prepare Employees for Professional Advancement
330 promotions
CITI & GATEWAY PARTNERSHIP
REFLECTION
TESTIMONIAL VIDEO
CITI & GATEWAY PARTNERSHIP
Thank you to the Bellwether preparation team!
Citi
Gregg Morton, Site President
Theresa Wauligman, Senior Analyst (Citi)
Julanne Yauch, Project Analyst (Citi)
Gateway CTC
Christi Dover, Workforce Development Liaison/Project Manager
Dr. G. Edward Hughes, President & CEO
Heather Morgan, Academic Advisor (Citi & Gateway)
Dr. Angie Taylor, Vice President