Line Managers' Role In Improving Employee Performance: A Case Study Ofthe First Bank Of Nigeria

ABSTRACT

The objectives of this research are to outline the benefits of involving line managers

as internal coach in improving staff performance, to outline how the First Bank of

Nigeria can motivate its line managers for more involvement in subordinate

coaching, and give an outline of how the First Bank of Nigeria could organize its line

managers to efficiently and cost effectively train and coach her staff. For the First

Bank of Nigeria, these line managers are Heads of Units such as Branch Operations

Managers and Branch Sales Managers. The First bank of Nigeria spends annually

over 1billion Nigerian naira which is about 2.5% of her profit before tax of 50billion

naira, on staff training and development. Despite this huge training cost, the First

bank of Nigeria has challenges with improving operational efficiency, improving

customer satisfaction and reducing costs. This necessitated the study to examine if

involving line managers in subordinate training through coaching will aid the bank to

overcome these challenges.

The quantitative research method is used on the First Bank of Nigeria Owerri Main

Branch. The stratified sampling technique was used to select the respondents. A

combination of open ended and closed questions made up the questionnaire

administered personally on 34 respondents.

The findings suggest that the line manager as internal coach has positive influence on

employee performance improvement and that it is far less expensive. The First Bank

of Nigeria should hence motivate her line managers’ commitment to coach through

financial incentives, promotions, awards and recognition. Managers should be

trained.

This research could be used in guiding the development of training manual on how

coaching in the First Bank of Nigeria between a manager and a subordinate ought to

improve operational efficiency, reduce cost and enhance profitability. The research

also benefits corporations in Namibia and around the world.