The success of BKD coaches has significant impact on the long-term success of the CPA and advisory firm. Each new employee is assigned a performance coach within the first three months of employment. The managing partner or a designated program coordinator determines coach assignments, which are reviewed at least annually. Initially, team members are assigned to a coach based on their area of practice, industry specialty, and other relevant criteria, including existing supervisory or reporting relationships. Ideally, employees are assigned to coaches they already regularly report to on projects throughout the year.
Tenure and title are two factors that determine who can be a coach. Partners and client service professionals at the manager level and above are eligible to serve as coaches. Operations managers and designated administrative personnel also are eligible to coach administrative personnel.
Learning & Development (L&D) partnered with the HR team to create a “Coaching Program” that provides those eligible to coach with the knowledge and skills to be effective in the coach role. Previously, there was no training for coaches—they were just told who they would be coaching with no learning support. L&D stepped in to point out that being of a certain tenure or position does not qualify one to be responsible for another person’s career and offered learning solutions that now are being implemented.
Program Details
The program addresses several learning areas such as career counseling, communication skills, customer service, diversity, executive coaching, first-line supervisor development, leadership development, mentoring, and succession planning.
The program upholds one of the elements of BKD’s mission statement—providing rewarding career opportunities—by outlining the following responsibilities for coaches:
- Taking ownership in the overall development of assigned team members
- Reviewing project evaluations of assigned team members and providing guidance; positive reinforcement; and timely, objective feedback on an ongoing basis
- Conducting performance appraisals and encouraging individuals to maximize their strengths and improve in desired competencies
- Providing career guidance and assisting with goal planning and development of budgets
- Monitoring actual versus budgeted hours and coaching accordingly
- Creating an environment conducive to discussing outside job offers and internal career opportunities with team members
- Communicating performance and other information related to compensation adjustments, promotions, and career opportunities to the managing partner
- Leading by example and serving as an advocate for the performance management program
- Treating information discussed with assigned team members in a sensitive manner
BKD’s Coaching Program provides learning resources, techniques, guidelines, role-plays, statistics, examples, recorded content, exercises, quarterly activities, and video vignettes to support the long-term success of the firm’s coaches.
Results
The results of BKD’s employee engagement survey showcase the effectiveness of the Coaching Program. Some 71 percent of those surveyed replied that their coach supports their efforts to balance their work and personal life. When asked if their coach has made a personal investment in their growth and development, 73 percent responded positively. Some 81 percent of respondents think their coach is an effective listener and keeps his or her commitments. Finally, 91 percent of participants think their coach treats them with respect, and 83 percent trust their coach.
