Industry:Finance and Insurance
Country:New Zealand
Announcement Excerpt:

Kiwibank, the consumer banking subsidiary of New Zealand Post Group, is New Zealand’s fastest-growing financial institution. Needing a management system to execute a new strategy of innovation led the bank to adopt the BSC. An Office of Strategy Management coordinates cross-functional “theme teams” to ensure organization-wide focus on the critical drivers of success. In two years, Kiwibank's market share has increased 35%, its net profit 70%, and its Net Promoter Score—a preeminent customer loyalty metric—hit 52%, the highest of any major New Zealand bank.“Since adopting the BSC, we have become better at implementing major change initiatives that affect the entire organization,” said Sam Knowles, Acting CEO of the New Zealand Post Group. Adds Murray Wu, General Manager, Business Transformation of Kiwibank, “The BSC is critical to help us achieve our vision of being New Zealand’s largest consumer bank by 2020.”