Motivation as Care: Ameriabank's Strategy for Success: International Expert Evgeny Kotov Discusses the Future Workforce

YEREVAN, October 21. /ARKA/. Leadership, motivation, and the quality of service are increasingly vital for the successful advancement of any organization today. The seminar organized by Ameriabank for its branch network employees, featuring business coach and international leadership and motivation expert Evgeny Kotov, focused on how to inspire a team, sustain high engagement levels, and uphold service standards.

The training session was attended by over 800 employees from 27 Ameriabank branches as part of the bank's Service Excellence Day, which has been held for the second consecutive year to review the work completed and exchange experiences. 

Motivation Broadens the Scope of Opportunities 

"We are convinced that only inspired, content, and motivated employees can deliver outstanding customer service. "Currently, our branch network comprises more than 800 individuals – youthful, dynamic, and passionate – and the cornerstone of our success lies in the motivation of these young professionals," stated Anna Vardanyants, Head of Human Resources at Ameriabank.

She emphasized that Ameriabank prioritizes the ongoing development, growth, and dynamic advancement of its employees to cultivate and sustain motivation.

Highlighting that maintaining quality standards is one of the company's key objectives, as it is crucial to consistently uphold high service quality alongside growth, she mentioned that numerous training sessions are conducted throughout the year to comprehend employee goals and client needs in light of the adoption of new methods and models.

Vardanyants remarked that Service Excellence Day is evolving into a commendable tradition for Ameriabank, providing employees with the chance to interact with one another and with management – to express their inquiries and receive responses.

"This day is filled with excitement and is packed with activities, featuring a variety of master classes and team games. Today, as individual development is of utmost importance to us, the most significant and motivating aspect is the presence of our guest speaker – a leading figure in the realm of self-development, motivation, goal achievement, sales enhancement, and service quality. Evgeny Kotov has come to share his insights, inspire our team, and unveil new opportunities," she stated. 

Banks that prioritize a human touch excel in the competitive landscape           

Regarding the Ameriabank team, Evgeny Kotov, the founder of Practicum Group and a leadership authority, remarked on the exceptional competence of the management team, their grasp of the banking market's nuances, and their high levels of engagement, motivation, and dedication to enhancing and transforming the team.

"To my knowledge, this institution is currently among the top-ranked and most progressive banks in the nation, and I am eager to contribute to maintaining this status and improving our standings. The team is remarkable, and the engagement level is impressive. It is always a pleasure to collaborate with such teams, to fortify them, and to be part of their achievements," he expressed.

When discussing employee development broadly, Kotov stressed that if a team does not invest in training, others will take advantage.

"Everyone possesses a desire to evolve and advance, and when management teams prioritize the training of employees and specialists, it satisfies this growth aspiration. A skilled team will consistently outperform one that relies solely on talent or resources, which is particularly crucial in the banking industry," he clarified.

In this context, the expert pointed out that the market has undergone significant changes, with banks competing not merely through their rapidly advancing services but through their teams.

"The key focus now is on systematic team training, as a structured approach will always triumph over mere talent. What Ameria is currently undertaking is vital for its long-term strategy," he underscored.

Discussing the essential qualities needed for individuals in the finance sector, Kotov remarked that the rivalry among teams is not centered on products, but rather on skills, effective communication with clients, and a genuine concern for their needs that can be truly valued.

"The trend is shifting towards a bank that embodies a human touch, offering warm, authentic, and caring service—a place that clients are inclined to visit, which will consistently prevail, even against a more resourceful financial institution equipped with advanced technology and services, as interactions are fundamentally between people, and no technology can substitute that," the expert stated.

In this context, he further noted that competition within the service industry is presently reliant on the proficiency of the human element and the capacity to transform clients into loyal advocates.

"At present, certain banks are so focused on customer satisfaction that clients do not even contemplate switching for better terms and services, as they value the personnel, the attentiveness, and the warmth provided. Consequently, in the banking and financial realm, teams are now vying against one another: those with greater competence will ultimately prevail," Kotov concluded.

Unified Professionalism

Andranik Khachatryan, the Head of Branch Network and Contact Center Services at Ameriabank, stated that this training presents an excellent opportunity to convene with all employees engaged in the service sector in Yerevan and the surrounding regions to collaboratively address all challenges and tasks, including avenues for service enhancement, along with the feedback and suggestions from our clients.

"We are therefore aiming to develop a timely program aimed at significantly enhancing our service, as well as strategies for introducing new products and services," he clarified.

Highlighting that the branch network has seen considerable expansion in recent years, Khachatryan underscored the necessity of maintaining consistent service standards across Yerevan, Agarak, Kajaran, Vanadzor, and Gyumri.

"The most crucial element of our brand and the trust placed in us is that a client, whether reaching out to the contact center or visiting a branch, receives the same level of service quality and professionalism," he remarked.

Motivation revolves around the concept of caring 

During the training session, Kotov, who has facilitated trainings and seminars for over 45,000 executives and employees across 85 cities in 10 countries throughout his career, advised participants to focus on several key aspects. These aspects encapsulate the core of contemporary motivation: ongoing development, a deliberate approach to achieving success, and the significance of caring for individuals as the cornerstone of productive teamwork.

• In the current landscape, nothing remains static; everything evolves at a rapid pace. This is a commonly acknowledged truth, but when you truly comprehend and implement it, you begin to progress.

• Avoid fixating on previous achievements. The success you attained in the past should not serve as a ceiling; it is essential to keep advancing.

• At its core, motivation is primarily about caring. In artistic terms, motivation can be likened to a complete octave, and to create a harmonious melody, one must transition from C to C, rather than halting at just two notes.

• The key to success lies in identifying and nurturing an employee's potential. The advancement of an organization is intrinsically connected to the personal growth of its members.

• An effective leader is always aware of what motivates their team and empowers them to fulfill their ambitions. This is the foundation upon which a successful team is constructed.-0-