Credit Agricole Technologies and Services (CA-TS), a subsidiary of the banking and insurance group Crédit Agricole, is a specialist in information technology (IT) and the IT partner for the 39 regional Caisses du groupe. The 1,700 employees of CA-TS are responsible for the design, manufacture and maintenance of the banking information system, serving more than 6,000 banking agencies, 72,000 advisors and 24 million end customers.
The context
In a context of banking digitalization, the competition from online banks and neobanks imposes new rhythms and new standards on Crédit Agricole to stand out and successfully transform regional banks.
In the face of these major disruptions, CA-TS launched a major transformation plan in 2018 to become the driving force behind the digital transformation of regional banks and the accelerator of their performance. The company thus embarked on a human, social, organizational, and cultural transformation to:
- Accelerate the « Time to market » and divide the manufacturing time by 3,
- Simplifying and streamlining the user experience (UX) for customers and employees,
- Improve the return on investment (ROI).
In practical terms, the entire Crédit Agricole Technologies and Services entity has switched to a Agile organization on a scale with 23 Tribes, 124 Squads and 7 Chapters and skill centers.
The objectives
Among the key HR issues of this transformation, the Human Resources Department of CA-TS, the driving force behind the change, wished to: Reconsidering the role, missions, and positions of managers to make them true leaders of the new agile organization.
The objective of the HR department was to support the agile transition across the company by offering training programs to onboard and professionalize 100% of leaders on the new agile work modes (while moving from 5 to 3 hierarchical layers compared to the old organization).
To meet this training objective, the HR department of Crédit Agricole Technologies and Services entrusted talenco in 2021 with the task of guiding all managers towards their new role as leaders, through the following activities: co-design of a comprehensive support system called UPGRADE From Manager to Leader: New Roles and Leadership Positions in Service of a New Agile Organization.
The ambition of the UPGRADE initiative was to enable each Leader to be both the driver and the influencer of the transformation of CA-TS by adopting two complementary approaches:
- Servant Leader: « My leadership with my team, together in service of delivery » [the goal]
- Change Leader: « My ability to influence the organization and the ecosystem »[the path]
Our system
To address the challenges of CA-TS and to support managers in a practical way, talenco, in close collaboration with the HR department, implemented an ambitious and multi-format training program (course « blended » mixing virtual classes and in-person sessions) in synchronous mode:
Distance training workshops
A path for directors
- 4 virtual workshops to take a lead and develop his « Servant Leader »
- 1 individual debriefing
A path for leaders
- 4 virtual workshops to develop its leadership style, promote autonomy and collaboration, and embed a culture of performance
One day in person for everyone
Experimentation and implementation of the principles of action
Response to the needs expressed during the accompaniment
The results
✔️ A survey conducted 2 months after the training showed a good trend in several indicators of posture « Servant Leader »and« Change Leader » with an average grade of 4.2/5.
✔️ A new management culture of empowerment / autonomy / delegation feedback has been established.
✔️ In the social barometer conducted in September 2021, 97% of employees are proud to work at CA-TS and 95% recommend their employer.
The key success factors of the device
- A robust communication device
- Peer coaching (which continues!)
- Co-development sessions
- Practical tips… very practical
- Continuous improvement and feedback regular
« The success of a transformative training project is also determined by our interactions with our partners. I had a lot of fun working on Upgrade with the talenco team. Thank you for the quality of your support; I learned a lot during this adventure. »
Head of HR Development
Credit Agricole Technologies and Services
« This collective commitment, enriched by the experience of talenco, has enabled us to align the company’s management team with values and behaviors that we all share. »
Director of Human Resources, Communication and Transformation Management
Credit Agricole Technologies and Services
The manager training program, led by the HR team at CA-TS in collaboration with talenco, was awarded a Special Mention in March 2022 at the 7th edition of U-Spring, the Spring of Business Universities, in the category «Talent Management».
