CBA Webinars

CBA Team Contact

Jake Fowler

Focus on the Front Line, the “Rock Face of Value Creation”



Robert Werner, Principal, Boston Consulting Group


The bulk of value creation—top-line and bottom-line—takes place at the “front line” of any retail bank, through the daily effectiveness of sales associates, tellers, customer service representatives, back office processors, among many other key roles.  These employees’ managers—the front line leaders of the organization—have the most direct impact on their daily performance and engagement. 

Yet front line leaders are often time-constrained and struggle to prioritize and fulfill all the demands of their role.  Worse yet, they generally receive minimal guidance or support regarding how to live their role most effectively to ensure that their teams are performing and engaged. 

Join a BCG expert for a discussion of how to reverse this trend and support front line leaders to live their roles more effectively and unlock significant value at the “rock face of value creation”.


  1. An introduction to the typical challenges facing front line leaders
  2. A proven approach to elevating the performance of front line leaders through embedded capability building based
  3. One financial institution’s success story


  1. Understand some of the typical challenges facing front line leaders across most functions and roles
  2. Understand how a focused and embedded front line capability building effort can significantly improve front line performance
  3.  Understand some of the specific tools and routines that can help make a difference

Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

Robert Werner

Principal, People Strategy Practice, Boston Consulting Group

Robert Werner is a Principal in BCG’s NYC office. He leads BCG's Leadership & Culture topic in North America and has 15 years of experience in leadership, talent & organizational development. Robert works across industries and specializes in helping clients design and implement approaches to sustainably develop the leadership, culture & talent capabilities required to successfully meet their business objectives.  He joined BCG in after 12 years at Siemens, where he held numerous leadership roles in leadership development, learning, talent management and organizational development.  Robert holds an MBA and Master of International Affairs degrees from Columbia University and a BA from Tufts University


06/11/2019 at 2:00 PM (EDT)  |  Recorded On: 06/28/2019
06/11/2019 at 2:00 PM (EDT)  |  Recorded On: 06/28/2019 Please click the button to the right to join the webinar.