What's Next for 21st-Century HR? Royal Bank of Scotland: Consolidating HR Activities across the Global Organization

In the years following the global financial crisis, RBS’s turnaround has been under intense scrutiny from the UK government, regulators, and media. HR has played a key role in this recovery process. One of the critical areas the function has focused on is building its capability in using human capital insight to support “evidence-based management.” Data from a variety of sources, particularly employee surveys, are connected to the bank’s service profit chain measures, allowing for a deep understanding of how leaders and line managers are driving business performance and customer satisfaction. This “signature process” in human capital measurement has won RBS recognition from leading institutions such as Harvard Business School.