Building a Relationship-Centered Banking Culture

Episode #102 of The Hennessy Report features Maria Harris, EVP & CHRO at Rockland Trust speaking with host Dave Hennessy.

Maria explains how focusing on a culture "Where Each Relationship Matters" drives both customer experience and employee engagement across 2,000 employees and over 100 locations.

STANDOUT STORIES:

- Taking artwork off the wall for customers with ancestral connections

- An employee who personally helped a customer download the mobile banking app during COVID

- How their Hispanic/Latino employee resource group "Unite Us" was formed

LEADERSHIP INSIGHTS:

- Valuing potential over past experience when hiring talent

- Operationalizing culture through leadership development programs

- Using data and spreadsheets to understand employee experiences at scale

- Creating career development opportunities through their "Rising Stars" program

The Hennessy Report - Where HR leaders learn from HR leaders.

The Hennessy Report is produced in partnership with NEHRA.