Embedding Coaching in an Organization’s DNA

Financial Services

The client

International banking division of one of the top 5 Canadian banks


  • Coaching process and tools were in place, but quality of coaching conversations was lacking among the division’s 5,000 leaders
  • Executive team objective was to elevate the quality of coaching conversations and make coaching a permanent part of the DNA of every leader, to drive employee and business performance

HORN Solution

  • Executive Sponsorship: Started with regular communication and active support by EVPs
  • Learning Curriculum: Developed and executed a curriculum-based, blended learning approach, with multiple touch points spanning six months
  • Active Leader Participation: Cascaded learning from senior leadership to middle-management, with leaders actively involved in coaching their team members / leaders to role-model desired coaching behaviours
  • Accountability / Visibility: Employed a comprehensive evaluation strategy to measure business impact due to shifts in coaching behaviours

The Impact

93% of leaders strongly agreed program was valuable; several mentioned “a profound impact”

89% of leaders experienced early improvements in their coaching skills on the job

Positive business success: 30% increase in appointments-to-sales ratio, in 50% of employees

Recognized with a gold award at Canadian Society of Training & Development (CSTD, now I4PL)