[OR] [AmB] [E2] [P3] [S1] [C15] Introducing Cultural Change Management

Introducing Cultural Change Management in Operational Resilience at AmBank Malaysia

Introduction

In the “Sustain” phase of AmBank Malaysia’s Operational Resilience Planning Methodology, embedding cultural change is essential to ensure resilience practices become deeply ingrained in the organisation’s values, behaviours, and decision-making processes.

Cultural change management promotes a resilience-oriented mindset among employees, ensuring that resilience is not merely a compliance requirement but a core business function.

This article elaborates on the “Introduce Cultural Change Management” stage, outlining the implementation steps with practical examples relevant to AmBank Malaysia’s operational environment.

Key Implementation Steps

1. Define the Desired Resilience Culture

Objective: Establish a clear vision for a resilience-driven culture that aligns with AmBank Malaysia’s strategic goals.

Implementation

• Develop a Resilience Culture Statement that defines AmBank’s commitment to operational resilience.
• Align resilience values with the bank’s corporate governance principles.
• Establish clear leadership expectations for fostering resilience behaviours.

Example:

AmBank can introduce a “Resilience First” initiative, ensuring that risk awareness and response capabilities are embedded in all business processes. The leadership team can communicate this vision through town halls, internal newsletters, and the company intranet.

2. Secure Leadership Buy-In and Role Modelling

Objective: Ensure that senior management and key stakeholders actively support and demonstrate resilience-focused behaviours.

Implementation:

• Appoint Resilience Champions among top executives and department heads.
• Conduct Leadership Resilience Workshops to align executives with the resilience agenda.
• Integrate resilience-related key performance indicators (KPIs) into leadership evaluations.

Example:

The CEO and senior executives at AmBank can lead by example by participating in crisis simulation exercises and sharing personal insights on the importance of operational resilience. Their involvement will reinforce the cultural shift at all organisational levels.

3. Communicate the Importance of Resilience

Objective: Ensure all employees understand why resilience matters and how it impacts their roles.

Implementation:

• Launch an Operational Resilience Awareness Campaign through emails, posters, and video messages.
• Organise Interactive Q&A Sessions where employees can engage with resilience experts.
• Develop and distribute real-life case studies of operational disruptions and lessons learned.

Example:

AmBank can create a “Resilience in Action” video series, featuring employees who successfully managed past disruptions (e.g., cybersecurity incidents or system outages). These real-world examples will help reinforce the importance of resilience in daily operations.

4. Embed Resilience in Daily Operations

Objective: Integrate resilience principles into the bank’s standard operating procedures and decision-making processes.

Implementation:

• Update Standard Operating Procedures (SOPs) to include resilience considerations.
• Incorporate resilience metrics into performance evaluations.
• Introduce Resilience Checkpoints in key business processes, such as product launches and IT system changes.

Example:

Before launching a new banking service, AmBank can conduct a Resilience Impact Assessment to evaluate potential risks and mitigation strategies. This ensures resilience considerations are part of innovation and business expansion efforts.

5. Train and Upskill Employees

Objective: Build resilience competencies across all organisational levels through continuous learning.

Implementation:

• Offer Resilience Training Programs tailored to different job roles.
• Conduct Tabletop Exercises and Drills to simulate real-life disruptions.
• Implement a Resilience Learning Portal with e-learning modules and knowledge-sharing forums.

Example:

AmBank can develop a “Resilience Learning Pathway” that includes beginner, intermediate, and advanced training modules. Employees can earn digital badges upon completion, fostering engagement and professional development.

6. Reinforce and Measure Cultural Change

Objective: Continuously assess and reinforce resilience behaviors across the organization.

Implementation:

• Conduct Employee Resilience Surveys to gauge cultural adoption.
• Establish a Resilience Recognition Program to reward employees demonstrating resilience behaviors.
• Implement Resilience Scorecards that track adoption rates across departments.

Example:

AmBank can introduce a “Resilience Hero” award, recognizing employees who have proactively identified risks or successfully managed a crisis. This incentivizes resilience-driven behavior and motivates others to follow suit.

Embedding a resilience culture at AmBank Malaysia requires a structured approach involving leadership commitment, effective communication, operational integration, continuous learning, and reinforcement mechanisms.

By following these steps, AmBank can cultivate an organization where operational resilience is second nature, ensuring long-term sustainability and regulatory compliance in an evolving financial landscape.

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.