Bringing the future of learning to RBS

July 11, 2019 Jenny Ayre

The challenge

RBS came to market in 2015 seeking a Managed Learning Service (MLS) provider to support circa 70,000 employees globally, with the majority of learners in UK & Ireland. Covering c.15,000 bookings in their procurement RBS identified the following priorities:

  • Service level improvements
  • Cost savings and better Return on Investment (ROI)
  • Increased learner performance
  • Improved governance and Business Intelligence (BI)

The solution

Knowledgepool were benchmarked against alternatives available in the marketplace and were chosen as the MLS partner to deliver economies of scale; consistent quality standards through centralised administration and supplier management functions; and best practice consultancy across a five-year contract.

When the contract began in 2016, we embedded two Client Partners and four Learning Officers in RBS, strategically aligned to divisions. Both roles support and influence learning, helping to align project roadmaps to learning needs, with the Client Partners focus on the larger, more strategic programmes, whilst also supporting external communications with advice and thought leadership. In addition, the Client Director provides oversight accountability and strategic direction to the whole account team to help ensure that RBS priority objectives are delivered. During 2017 the role of Learning Services Manager was added to oversee the Learning Officer roles and to ensure that SLA’s and service operations were optimised. This team collectively has been responsible for continual improvement of the banks key priorities:

  • Service level improvements
    • Improved processes
    • Quality management oversight
    • An independent route to the best external training suppliers
  • Cost savings and better ROI
    • Improved technology for cost efficiencies
    • Consistency and joined up approach to providing centralised learning
    • Better negotiated rates against RRP
  • Increased learner performance

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