Chapter Twelve


Rick Hense and Jay Janovics

This case study focuses on a revision of the selection process for the role of a bank branch manager within a large, global financial services company. Technology was used to enhance the process, particularly through replacement of a more traditional role-play exercise and through advances in personality assessment.

Bank branch managers have responsibility for the operations, sales, and customer service of a single bank branch. They have management responsibility (hiring, performance management) for in-store tellers and bankers. The position is considered a mission-critical role because of its impact on a large population of employees, its potential ...

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