Service BehavioursOne-Stop Centre
RHB Way Service Behaviours

One place to live
the RHB Way.

Recognise the people who deliver great service, see how your team is tracking on the Anytime Feedback KPI, and learn how it all works — in one centre.

Recognise someone Open the dashboard
Three ways to start

What would you like to do?

Recognise

Celebrate great service

Give a colleague a shout-out on Viva Engage — no forms, no approval.

Open
Check

See your KPI results

Explore live Anytime Feedback results by department and individual.

Open
Learn

How the KPI works

Thresholds, scoring, and how to submit feedback — explained simply.

Open
The four Service Behaviours
  • I Own It and Get It Right
  • I Make It Easy for Others
  • I Listen to Understand & Communicate Clearly
  • I Stay Curious and Adapt Fast
Anytime Recognition · Everyone

Praise a colleague,
right now.

Tag the person, say what they did, post it publicly on Viva Engage. Sixty seconds — and the whole Group sees it.

Give a shout-out
How it works

Four taps to make someone's day

Step 1

Open the community

Jump to the recognition community on Viva Engage.

Step 2

Tag the person

Type @ and their name so it reaches them.

Step 3

Say what they did

Be specific — the detail is what lands.

Step 4

Post it publicly

The whole Group sees it on the wall.

Stuck for words?

Copy a starter, fill the blanks

🌟 Shout-out to @[name]!

[What they did, in a line or two.]

That's the RHB Way in action — thank you!
👏 Huge thanks to @[name] for [what they did].

You made it easier for the customer and for all of us. This is the RHB Way, every day.

Ready to recognise someone?

Open the community and post your shout-out now.

Open Viva Engage
Anytime Feedback KPI

How the KPI
works.

The essentials — what counts, how it's scored, and how to give feedback on Workday. Tracking period: 1 April – 31 December 2026.

The essentials

Four things to know

1 Apr
Starts
Feedback before 1 April 2026 isn't counted.
30
Min responses
At SBG / SFG / BG / FG level — not per person.
1 / mo
Every month
At least one response each month from April.
2.5–5%
BSC weight
Min 2.5% with NPS, min 5% without.
Scoring

Three rating bands

Score = % of "Strongly Agree" (Top Box) on Q1. Measured at department level.

On Target
≥65%
Meets the standard expected
Exceed Target
≥80%
Strong, consistent service
Exceptional
≥90%
Outstanding across the board
If the threshold isn't met

Discretion, not a fail

A team needs 30+ responses and at least one every month. If either is missed, the outcome is decided by the superior — there's no automatic mirroring.

BG / FG level
Doesn't meet the threshold
Under 30 responses, or a month with none.
Threshold not met
→
Outcome
At the discretion of the GMC / GMC-1
The superior decides whether the team carries their score.
Superior's discretion
SBG / SFG level
Doesn't meet the threshold
Under 30 responses, or a month with none.
Threshold not met
→
Outcome
At the discretion of the GMC
The GMC decides whether the SBG/SFG carries their score.
Superior's discretion
SBS / SFS (GMC) · highest point
Doesn't meet the threshold
No level above to reference.
Threshold not met
◆
Outcome
Recorded as Not Met
As the highest reference point, GMC-level engagement matters.
KPI = Not Met
Who it applies to

Applicability & exceptions

Not applicable
Staff below Grade R1
Group Internal Audit (GIA)
International Entities

e.g. RHB Singapore, Cambodia — later phase

Same-group feedback counts
Group Retail Distribution (GRD)

Only feedback from HQ-initiated requests counts toward the Head, GRD KPI; regional-staff-initiated requests are excluded.

IT Careline

Other Group Technology departments can give feedback to Careline.

Group Investment Banking (GIB)

Departments within GIB can give feedback to each other.

How to submit

Giving feedback on Workday

Access @HR Workday with single sign-on, then follow the flow that fits.

Request for yourself

Get feedback from colleagues

  • 1
    Profile photo → View Profile
  • 2
    More → Feedback
  • 3
    Get Feedback → pick colleagues → set visibility
  • 4
    Select RHB Way Anytime Feedback → Submit

Request for your team

On behalf of a team member

  • 1
    Search the team member → open profile
  • 2
    More → Feedback
  • 3
    Get Feedback → choose who to ask → set visibility
  • 4
    Select RHB Way Anytime Feedback → Submit

Give feedback

When someone asks you

  • 1
    Open the email task or Awaiting Your Action
  • 2
    Give Feedback → Get Started
  • 3
    Rate Q1: Strongly Agree → Strongly Disagree
  • 4
    Add open comments (optional) → Submit
Tip — request feedback after a project, after resolving a request, or monthly with colleagues you work with often. GCX reports twice monthly, on the 10th and 20th.
RHB Way Anytime Feedback Assistant · Online

Have a question? Just ask.

Your AI assistant answers questions on the KPI — thresholds, exclusions, scoring, how to submit on Workday, and reporting. Available anytime in Microsoft Teams.

🔒 Opens securely in Microsoft Teams · sign in with your RHB account
What it can help with

Ask about anything KPI

Rules & mechanics

Thresholds, weightage, the 30-response and monthly rules, exclusions, and scoring.

Workday steps

Self-initiated, manager-initiated, and giving feedback — walked through step by step.

Reports & data

How monthly results are compiled, shared, and what the figures mean.

Try asking

Popular questions

How is the Top Box score calculated?
What's the minimum responses I need?
Who is excluded from the KPI?
How do I request feedback on Workday?
What happens if my team misses a month?
What's the GRD exception?
Anytime Feedback · Live results

Performance Dashboard

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