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Chapter 15
Completion Report: Phase 3 - Stage 1
Executive Summary
This report confirms the successful completion of the “Introduce Cultural Change Management” stage under the “Sustain” phase of MayBank’s Operational Resilience Planning Methodology.
This stage is critical to embedding a resilience mindset across the organisation and ensuring that operational resilience becomes part of the bank’s DNA.
Objectives of this Stage
The key objectives were to:
- Embed a culture of resilience throughout all levels of the bank
- Align behaviours, values, and leadership with resilience objectives
- Foster a proactive, risk-aware, and adaptable organisational mindset
- Encourage continuous learning and improvement in resilience practices
Implementation Steps and Examples
|
Step |
Description |
Example |
|
Stakeholder Engagement |
Identified key influencers and leaders to act as resilience ambassadors |
Senior management briefings and town halls led by Group Risk and Compliance |
|
Resilience Messaging Campaign |
Developed consistent internal messaging on resilience values and priorities |
“Think Resilience First” posters, screensavers, and Yammer announcements |
|
Behavioural Alignment Workshops |
Conducted interactive sessions to align staff behaviours with resilience expectations |
Scenario-based discussions for branch operations and IT support teams |
|
Integration into Performance Metrics |
Included resilience practices in KPIs and appraisal discussions |
Managers are required to assess team response in simulation exercises |
|
Leadership Training |
Tailored training programs for mid- and senior-level managers |
“Leading Through Disruption” course rolled out to over 250 leaders |
|
Celebrating Success |
Recognised teams and individuals demonstrating resilience behaviours |
Monthly “Resilience Champion” awards with published success stories |
|
Feedback and Continuous Improvement |
Open feedback channels and surveys to assess engagement levels |
78% positive response rate in post-training cultural alignment survey |
Activities and Outcomes Table
|
Activity |
Description |
Outcome |
|
Town Hall Sessions |
Briefed 3,000+ staff across regional offices on resilience values |
Increased understanding of resilience priorities (92% via post-session poll) |
|
Resilience Awareness Campaign |
Digital and physical collateral rolled out across business units |
High visibility and engagement; 85% recognition rate of campaign tagline |
|
Training Programs |
Conducted 12 workshops and three e-learning modules bank-wide |
96% completion rate with above-average satisfaction (4.5/5) |
|
KPI Realignment |
Updated scorecards for operational departments |
100% integration of resilience metrics in departmental reviews |
|
Recognition Initiatives |
“Resilience Champions” are selected from each division monthly |
Improved morale and reinforcement of desired behaviours |
|
Survey and Feedback |
Conducted anonymous staff pulse surveys post-implementation |
Strong feedback with suggested improvements being reviewed |
Key Achievements
- A measurable shift in mindset is observed across business and support functions.
- Operational Resilience KPIs successfully embedded in performance frameworks.
- Improved participation in resilience-related initiatives and simulations
- Enhanced visibility and leadership sponsorship of resilience initiatives
Next Steps
- Maintain momentum through quarterly refreshers and reinforcement campaigns
- Conduct an in-depth cultural maturity assessment at year-end
- Integrate resilience into new hire onboarding and talent development programs
Conclusion
The successful completion of the “Introduce Cultural Change Management” stage marks a significant milestone in MayBank’s Operational Resilience journey. Cultural transformation is ongoing, but the foundational work has been completed and is beginning to yield measurable behavioural shifts.
Prepared by:
Head, Operational Resilience Program
Group Risk Management, Maybank
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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.
More Information About Blended Learning OR-5000 [BL-OR-5] or OR-300 [BL-OR-3]
To learn more about the course and schedule, click the buttons below for the OR-3 Blended Learning OR-300 Operational Resilience Implementer course and the OR-5 Blended Learning OR-5000 Operational Resilience Expert Implementer course.
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