DEVELOPING LEADERS AS DRIVERS OF EMPLOYEE 
AND CUSTOMER ENGAGEMENT

Vicki O. Perlas
International Exchange Bank
Presenter

Curriculum Vitae

Vicki Perlas, has been involved in the field of education, training, and development for the past 30 years.  Her academic background in psychology and education prepared her for engagements with: Union Bank of the Philippines. As HR Management Head and Training & Development Director, Department of Health as Consultant to the Secretary of Health & Bancom Development Corp. & Bancom Philippine Holdings, Inc. as Manpower and Organization Development Officer. Vicki was also a consultant for financial, government, and non-government institutions and a College Instructor and Guidance Counselor of Assumption College.  Currently the First Vice-Pres. & Head of Center for Learning of International Exchange Bank, benchmarked in the industry for service quality.  Much of what iBank is now is the unrelenting pursuit of Ms. Perlas, to install a service culture through the systematic installation of behavioral and organizational interventions targeted towards the development, maintenance & enhancement of such a culture.

Description of the Talk

Leaders create the culture that nurtures people.  In a service organization, only happy, empowered and engaged front liners can make customer happy!  These foundational principles have guided iBank in its journey to continuously improve its leaders.  The learning interventions, and processes of measurement and feedback consistently applied and continuously enhanced have transformed managers to becoming effective leaders who train, mentor, coach, support their people not only technically but as committed service providers.