THE CITI & GATEWAY PARTNERSHIP Education is a Business Strategy! EDUCATION IS A BUSINESS STRATEGY

THE CITI & GATEWAY PARTNERSHIP

Education is a Business Strategy!

EDUCATION IS A BUSINESS STRATEGY

Strategic Plan for the partnership

• The importance of education as a business strategy

• The need for a sustainable training program

CITI & GATEWAY PARTNERSHIPORIGIN OF PARTNERSHIP

• Sustainability of our 10 year plan

Economic Challenges

Financial Scrutiny

CITI & GATEWAY PARTNERSHIPSUSTAINABILITY

The cornerstone of Citi talent development

The partnership will sustain!


Your Bottom Line is Our Bottom Line


• Skill Enhancement

• Improve Retention

• Encourage College Credential Completion

• Prepare employees for professional advancement

CITI & GATEWAY PARTNERSHIPESTABLISHING THE NEED

• Could we use community college workforce development strategies to impact community and economic development?

• Could we have a positive impact on a call center culture?

• Could education really become a business strategy?

CITI & GATEWAY PARTNERSHIPESTABLISHING THE NEED

CITI & GATEWAY PARTNERSHIPTHE HISTORY

Fall 2002 Summer 2003

Study Team of 24

Launch Programs

Citi GCTC

Chamber of Commerce

NKY Economic Partners

Pre-Hire Advisor Career Discovery

College Courses

One Stop

5 month planning phase

Pre-hire training through 2006

Conducted three ACT Job Profiles

Kentucky Employability Certificate


Career Discovery:• One hour of college credit• Career mapping, shadowing

Citi leaders, and creating elevator speeches


Career Discovery:• 946 successful graduates • 331 promotions• Course is often pre-cursor to

taking first college course


Academic Advisor On-Site:• 1,000 employees have received

career planning and academic support each year • Assistance with Gateway

application, enrollment, registration, and financial aid

• Full career planning services available• Will also assist with enrollment in other local colleges

and universities


College Course Enrollment: 1834• Online courses: 764• Campus classes: 615• Onsite classes: 437• Modular online courses (VLI): 22• Certificates Earned: 76• Associates Degrees Earned: 23


Operations Management Certificate:• Courses Emphasize:

⁻ Communication Skills⁻ Foundational Business Knowledge⁻ Leadership⁻ Operations Management

• 43 Graduates


Client Excellence Certificate (Sales Certificate)• Based on the Citi Client Excellence Values, the certificate

emphasizes:• Personal Selling• Managing Client Interests • Cornerstones of Client Excellence

• 18 graduates


Customized Training• Trained 800 employees • Establishing Rapport with Call Center Customers • Enhancing Negotiation Skills with Call Center

Customers


Coaching Series • Achieve Global Needs Based Coaching ™

• Shaping a Motivational Workplace™• Giving Needs-Based Feedback™• Realizing Talent in Others™• Offering Rewards and Recognition™

• Strengths Finder 2.0 Analysis


946 Successful graduates331 Promotions1000 Employees served

per year18 Graduates 800 Employees trained76 Certificates earned

1834 College course enrollment764 Online courses615 Campus classes437 Onsite classes22 Modular online courses

(VLI)23 Associate degrees earned

CITI & GATEWAY PARTNERSHIPMEASURES OF EFFECTIVENESS

CITI & GATEWAY PARTNERSHIPMEASURES OF EFFECTIVENESS

10 years = SUCCESS

Citi pioneered college certificate programs in the workplace. These companies followed…

• Cengage Learning (previously Thomson)• Cincinnati/Northern Kentucky International Airport • Mazak Corporation• Sanitation District No. 1• Staples NAD Customer Service• Valassis Direct Mail• Wagstaff, Inc.

CITI & GATEWAY PARTNERSHIPREPLICATION

Citi Call Centers nationwide also followed…

• Kansas City, Missouri

• Tampa, Florida

• Tucson, Arizona

• Albuquerque, New Mexico


Offshoots of the partnership within Citi:• TAP – Talent Acceleration Program• U2O Program – Unit Manager to Operations Manager• Future Focus

• Recruitment of high school students through training in financial literacy, leadership and workplace readiness

• Also provide tuition reimbursement for all employees


Have we been successful?

CITI & GATEWAY PARTNERSHIPREFLECTION

• Skill Enhancement

• Improve Retention

• Encourage College Credential Completion

• Prepare Employees for Professional Advancement


Have we been successful?

1834 enrolled

Achieved!

76 certificates, 23 associate degrees

330 promotions

TESTIMONIAL VIDEO


Thank you to the Bellwether preparation team!Citi

Gregg Morton, Site President Theresa Wauligman, Senior Analyst (Citi)

Julanne Yauch, Project Analyst (Citi)

Gateway CTCChristi Dover, Workforce Development Liaison/Project Manager

Dr. G. Edward Hughes, President & CEOHeather Morgan, Academic Advisor (Citi & Gateway)

Dr. Angie Taylor, Vice President

CITI & GATEWAY PARTNERSHIP

Documents

THE CITI & GATEWAY PARTNERSHIP Education is a Business Strategy! EDUCATION IS A BUSINESS STRATEGY