[OR] [MB] [E3] [Report] [P3] [S1] [C15] Introducing Cultural Change Management

Written by Moh Heng Goh | May 13, 2025 1:57:47 PM

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

Operational Resilience in Action: A Practical Guide for MayBank
Management Report for Operational Resilience Implementation
"Sustain" Phase of its OR Planning Methodology

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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