Performance management at RBS looks beyond financial results

Performance management for the leaders of Royal Bank of Scotland (RBS) will be based increasingly on non-financial measures, according to its head of human capital strategy. Greg Aitken told delegates at the HRD conference that the bank had to view employee engagement and customer service alongside financial performance as measures of success. Acknowledging that it was “a really challenging time for performance management”, he said that the process should not be simply a box-ticking exercise.