Mortgage company United Shore created Team Up, a job-shadowing and mentoring program that is conducted once per quarter. It requires leaders to “Team Up” with other leaders in different parts of the company to learn about that area of the organization and to identify opportunities for improvement within the area they’re shadowing.
All 265 of United Shore’s current leaders are required to Team Up twice per year with other leaders (this equates to an additional 795 hours of leader-to-leader mentoring/coaching each year). United Shore also created a Team Member version of Team Up (“Team Up Special Edition”) that requires leaders to have team members from other parts of the company shadow them, as well.
Results
Team Up has led to 163 process improvements throughout the organization, lowered United Shore’s loan defect rate by 0.48 percent, and reduced cost. Additionally, it has fostered cross-organizational collaboration and expedited communication throughout the company.
The Team Up Special Edition has resulted in improved team member engagement and an 11 percent increase in Net Promoter Scores (NPS) in 2017.
