The financial sector is shaken by swiftly advancing technology. Customer behaviour is changing, and traditional face-to-face service and online banking are being challenged by mobile service channels. The financial sector must develop its ways of working to adapt.
The sector is undergoing structural reformation, and its customers’ needs are changing. Employees’ roles have moved from banking and insurance employees toward multi-skilled job descriptions.The sector’s competitiveness is challenged unless it can update its ways of working.
More and more of the everyday work is performed in service centres spread across the country. Digitalisation and the growing diversity of operations present new challenges and require new management styles.
Customers ask for more consultation and advice, and want to use services without time or location limitations. Employers and employees must join forces to come up with the best ideas that keep customers happy, operations profitable, and employees committed and healthy.
Healthy Financial Sector ‒ new operating models through cooperation
Healthy Financial Sector was a cooperative long-term project to develop new operating models for the evolving work environment. It was established as part of the Finnish Government’s Working Life 2020 programme, which aims at making Finnish working life the best in Europe by the year 2020. FFI’s cooperating partners in the project were Nordea Union Finland, Trade Union Pro, the Union of Insurance Employees VvL, and the Federation of Professional and Managerial Staff YTN.
The objective of the project was to increase work well-being, productivity and competitiveness in the sector. It also promoted dialogue between unions. While the project itself has now finished, the work continues.
The results of the Healthy Financial Sector project are now utilised in companies’ own development work. They are also taken into account in labour market negotiations and collective agreements in the financing and insurance sectors.
Work also continues in the form of the Healthy Financial Sector Forum, which focuses on fostering mutual trust and continuing the open dialogue between employer and employee unions. Results of the Forum will be reported on the websites of the unions and the Working Life 2020 programme.
Video: Group work in one of the Healthy Financial Sector seminars