May 30 • 4M

Case Study: Collins Lumumba, Metropolitan National Sacco

Head of Customer Experience in Kenya uses the GROW coaching framework to approach problem-solving on his team after participating in peer coaching network

 
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Collins’ Journey as a Manager

Collins Lumumba serves as the Head of Customer Experience at the Metropolitan National Sacco, a financial institution in Nairobi, Kenya. Over the past 11 years, he has held a series of management roles. He first started as a Branch Manager before earning a promotion to Business Development Manager, and then again grew into his current role. Throughout his leadership journey, Collins has continually sought out professional development support. This growth mindset led to him applying and joining the CoffeeChat Peer Coaching Network in 2022.

Collins Learns and Applies the GROW Model

As part of joining the CoffeeChat Peer Coaching Network, Collins completed the Peer Coaching Essentials course which includes a focus on the GROW Model. This coaching framework helps keep two-way conversations structured and outcome-orientated. After being paired with several managers from other companies and practicing this technique, he has found himself also using it with his own team and sharing with them on how they too can approach problems with this outline.

🎧 Listen to Collins in the 4-minute audio clip at the top of this article for more details about his experience with peer coaching with CoffeeChat. And if you want to hear our full interview with Collins about his leadership journey, listen to his episode of The Everyday Leader here.

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