Management Of Organisations: Corporate World Assessment Answer

Working as a bank teller in OCBC bank requires strong intrinsic and extrinsic motivation in order to deliver the best even in stressful and hectic schedule.

The team leader empowers the full-time and part-time bank tellers by conducting sales and product training and development programs, coaching, organizing events and workshops, conducting role plays and skill building exercises, providing feedback formally and informally, etc. Therefore, the key motivational driver present at the workplace is effective leadership. The leaders try to strike a perfect balance between revenue, customer service and productivity. Leaders’ foremost objective is to polish the communication skills, attitude and convincing power of the tellers. Tellers are provided with constant support, positive reinforcement and roadmap for each job role. (Thamrin, 2012).

The performance related incentive system, recognition programs, tuition assistance, paid vacations and access to health benefits motivate the tellers to achieve the desired target and perform stupendously (Kinning, 2011). The tellers are also acknowledged and praised for their efforts, behaviour and performances. Felicitating the tellers with gifts, certificates, lunch parties, etc. or verbally praising in front of peers; are effective ways that seniors follow to engage and engross the tellers to deliver high quality results. Personally, being praised and respected for the targets achieved have always been stimulating to understand the issues of the customers having unsorted mind-sets, handle their queries with patience, inform them about the product features as many times as they want and convince them about loans, savings or investments (Helmrich, 2015).

The third motivational driver at work is organizational culture. OCBC welcomes innovation, values every employee, maintains optimism, creates synergy and promotes flexibility and openness. The organization revolves around three Rs:

• Respecting colleagues, juniors, seniors and clients.
• Reinforcing the employees’ efforts and performances.
• Taking up the roles or responsibilities with full confidence and enthusiasm.

There prevails an effective transfer of knowledge, processes and resources along with teamwork which leads to increased job satisfaction and commitment (Sleimi, 2015).

OCBC has always tried to introduce creative motivational drivers for bank tellers and there does not exist any strong discouraging or demotivating factor, but the manager or the team leader should make sure that job role is clearly communicated to the tellers in order to avoid any confusion or misunderstanding.

References:

Thamrin, H.M 2012, ‘The Influence of Transformational Leadership and Organizational Commitment on Job Satisfaction and Employee Performance’, Journal of leadership and management, vol. 3, issue no. 2, pp. 12-22.

Helmrich, B 2015, 11 creative ways to show employee appreciation, Viewed 1 August 2016, < https://www.businessnewsdaily.com/8152-employee-appreciation-tips.html>.

Kinning, B 2011, Five ways to increase sales from tellers, Viewed 1 August 2016, < https://www.schneidersales.com/schneider-report-archive/SR-Five-Ways-to-Increase-Sales-from-Tellers.pdf>.

Sleimi, T 2015, ‘Intrinsic and Extrinsic Motivation: Pivotal Role in Bank Tellers Satisfaction and Performance: Case Study of Palestinian Local Banks’, International journal of business and social science, Vol. 6, issue no. 11, pp. 127-135.