The Challenge
We had worked with people at the Ulster Bank before so they knew they could rely on us. This time, they came to us with a challenging integration project, which involved training over 4,000 of their people. As we already understood their culture and were familiar with their high standards, we were ready to put together a hand-picked team.

What we did
The first stage was to train the trainers to train the managers. Norton put a team of three trainers in place for a flexible roadshow of six one-day workshops that travelled around Ireland to meet the managers, all in the space of one week in February 2006. Our people worked side by side with Ulster Bank’s own internal training team, giving managers the tools and support they needed to plan for their own staff training.

By late March, we had set up training for Customer Service Operators and Managers and started the Teller platform training.

11 trainers     17 weeks     230 courses     1906 delegates

In July 2006 we scheduled a further round of training to meet the specific needs of Ulster Bank and First Active staff.

7 roles     11 trainers     11 weeks     242 courses     2558 delegates    

The Outcome
When all the training was wrapped up, we provided on-site support for all Ulster Bank’s branches. Five of our trainers stayed on for another three weeks to make sure everything was running smoothly before, during and after the platform transfer.

With Norton’s help, despite the logistics and its complexity, Ulster Bank completed the project on deadline. This went down well with shareholders and management alike, something we always take into account when working with such high-profile clients.

The Client
“Yet again, it was a pleasure to be working closely with The Norton Group, from the project inception, designing training schedules through to the delivery of the training itself. We were ably supported by some good trainers who tirelessly travelled Ireland delivering courses day in, day out. All of this was well backed up with a tight UK operations team. A difficult, fast paced project and I was glad to have Norton on board to help.”
Paul Winter, Ulster Bank