The Change Partner
Hampton Bank

Project Compass

Training schedule

Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple

Wave 1 training runs Tue 30 Mar to Fri 16 Apr 2027 and Wave 2 runs Mon 17 May to Fri 4 Jun. The Victorian school holidays and Easter sit inside the first two weeks of Wave 1.

Changed in v0.2 Updated v0.2

Training window

Wave 1UAT sign-off Wed 17 MarTraining starts Tue 30 MarTraining continues to Fri 16 AprGo-live Mon 19 AprHypercare to Fri 30 Apr
Wave 2Banker pre-load Mon 17 to Fri 28 MayTraining starts Mon 17 MayTraining continues to Fri 4 JunGo-live Mon 7 JunHypercare to Mon 21 Jun

Training is by role and starts after UAT sign-off. It is booked in the bank's learning system and completion is read from it. Each wave has three weeks of training before go-live and two weeks of hypercare after.

Trap: the Victorian school holidays (Fri 26 Mar to Sun 11 Apr 2027) and Easter (Good Friday Fri 26 Mar, Easter Monday Mon 29 Mar) cover the first two of the three weeks of Wave 1 training. Staff on leave and parents on rosters cannot attend, and contact centre shifts have less cover. Term 2 starts Mon 12 Apr, a week before go-live. Dates are taken from Victorian school term dates and holidays and Victorian public holidays 2027. Nothing is scheduled on Good Friday or Easter Monday. Anzac Day falls on Sun 25 Apr, so it does not move any session.

Wave 1: Victoria and head office, 808 people

MarAprMay
22 Mar29 Mar5 Apr12 Apr19 Apr26 Apr3 May
L&D8 people, 1 cohort
TrainDelivering sessions
CRM platform team30 people, 2 cohorts of 15
AdminBasics
Contact centre, Docklands200 people, 8 cohorts of 25
Early and late blocksCompass AssistDrop-ins
Branch network, Victoria340 people, 14 cohorts of up to 25
Branch blocksFirstMake-upDrop-ins
Business bankers, Victoria45 people, 3 cohorts of 15
Pre-load7:30am sessionsOpt-in
Complaints and advocacy40 people, 2 cohorts of 20
Complaints blocksComp.Drop-ins
Operations120 people, 5 cohorts of 24
Operations blocks
Risk and compliance25 people, 1 cohort
Brief
School holidays and Easter, Fri 26 Mar to Sun 11 AprHypercareGo-liveDashed green line: guardrails gate, Fri 9 Apr Updated v0.2

Wave 2: NSW, 445 people

MayJun
17 May24 May31 May7 Jun14 Jun21 Jun
Contact centre, Parramatta150 people, 6 cohorts of 25
Blocks on the shift patternDrop-ins
Branch network, NSW260 people, 11 cohorts of up to 24
Branch blocksDrop-ins
Business bankers, NSW35 people, 3 cohorts of 12
Pre-load7:30am sessionsOpt-in
HypercareGo-live Mon 7 JunGrey day: King's Birthday, Mon 14 Jun, inside hypercare and not trainingTBC: confirm NSW school calendar

How the school-holiday clash is handled Updated v0.2 from T5

The decision at T5 on Thu 28 Jan keeps go-live on Mon 19 Apr and starts training on Tue 30 Mar. Four changes make that work.

Docklands early and late blocks

Blocks run 6:30 to 8am and 4:30 to 6pm so shifts can attend either side of their work. Sam Petrovic confirms the trainer blocks by Fri 12 Feb (action A-26).

Branch first block

People on leave in the first two weeks take their first block in the week of 12 Apr. Branch leaders list them at the roster check in March.

Make-up sessions

Wed 14 and Thu 15 Apr are held for anyone who still has a block outstanding. They are the last sessions before the completion check on Fri 16 Apr.

Bankers after the holidays

Bankers train Mon 12 to Fri 16 Apr at 7:30am, after the pre-load, so no banker session depends on holiday cover.

Alternative considered and rejected: move Victorian go-live to Mon 3 May

Moving go-live two weeks would put all three weeks of training after the school holidays, from Tue 13 Apr to Fri 30 Apr. It was rejected at T5 for three reasons.

  1. It pushes Victorian hypercare to Fri 14 May, so it overlaps the start of Wave 2 training on Mon 17 May. The eight L&D staff deliver all training and would carry both (risk R-04).
  2. It gives the sponsor less time to show a customer experience result by June. Helen Marchetti asked for a visible win by then.
  3. It leaves a go-live on Mon 3 May followed by NSW go-live on Mon 7 Jun, only five weeks apart, with no gap for fixes between waves.

Training by user group

Content tracks: PolicyBasicsCasesBranch servicingPipelineComplaintsCompass AssistPlatform admin

L&D

Wave 1, Victoria and head office

PolicyBasicsCasesPlatform admin

Attend train-the-trainer from Northgate Digital, run the booking calendar, deliver every session in both waves, send the Monday completion lists.

People
8 people, 1 cohort
Length
Train-the-trainer 4 days
When
Train-the-trainer Mon 22 to Thu 25 Mar; deliver Tue 30 Mar to Fri 16 Apr

CRM platform team

Wave 1, Victoria and head office

Platform adminCasesPolicy

Configure and maintain roles, case types and the pipeline. Take over admin from Northgate Digital. Change prompts and guardrail settings only through the approved route.

People
30 people, 2 cohorts of 15
Length
3 days admin handover, then 90 minutes of Basics
When
Admin handover Tue 30 Mar to Thu 1 Apr

Contact centre, DocklandsUpdated v0.2 from T5

Wave 1, Victoria and head office

BasicsCasesCompass AssistPolicy

Identify a customer, log a case, resolve or escalate, review a drafted case note before saving. Early (6:30 to 8am) and late (4:30 to 6pm) 90-minute blocks match the shifts.

People
200 people, 8 cohorts of 25
Length
2 blocks of 90 minutes, plus a 90-minute Compass Assist block after the gate
When
Early and late blocks Tue 30 Mar to Fri 9 Apr; Compass Assist block Mon 12 to Fri 16 Apr

Branch network, VictoriaUpdated v0.2 from T5

Wave 1, Victoria and head office

BasicsBranch servicingPolicy

Open an account with guided onboarding, update customer details, refer to a banker with an owner. People on leave take the first block in the week of 12 Apr, with make-up sessions on Wed 14 and Thu 15 Apr.

People
340 people, 14 cohorts of up to 25
Length
2 blocks of 90 minutes
When
Branch blocks Tue 30 Mar to Fri 9 Apr; first block for people on leave Mon 12 to Fri 16 Apr; make-up Wed 14 and Thu 15 Apr

Business bankers, VictoriaUpdated v0.2 from T4

Wave 1, Victoria and head office

PipelineBasics

Work a lead to an opportunity to a credit submission in the shared pipeline already loaded from your spreadsheet. Compass Assist is off at go-live and offered in week 3 as opt-in.

People
45 people, 3 cohorts of 15
Length
90 minutes at 7:30am, before client calls
When
Pipeline pre-load Tue 30 Mar to Fri 9 Apr; 7:30am sessions Mon 12 to Fri 16 Apr; Compass Assist opt-in Mon 3 to Fri 7 May

Complaints and advocacy

Wave 1, Victoria and head office

ComplaintsCasesCompass AssistPolicy

Receive, categorise, investigate and respond within the regulated time. Edit and send Compass Assist drafts of complaint responses; every draft is labelled.

People
40 people, 2 cohorts of 20
Length
2 blocks of 90 minutes
When
Complaints blocks Tue 30 Mar to Thu 8 Apr; Compass Assist block Tue 13 and Wed 14 Apr

Operations

Wave 1, Victoria and head office

BasicsCases

Route cases, work the back-office queues and run the reports in Service Cloud.

People
120 people, 5 cohorts of 24
Length
2 blocks of 90 minutes
When
Operations blocks Tue 6 to Fri 16 Apr

Risk and complianceUpdated v0.2 from T5

Wave 1, Victoria and head office

PolicyCompass Assist

Approve the guardrails, read the audit trail and review drafted text. The briefing uses the approved guardrails only.

People
25 people, 1 cohort
Length
1 block of 90 minutes
When
Guardrails gate Fri 9 Apr; briefing Mon 12 Apr

Contact centre, Parramatta

Wave 2, NSW

BasicsCasesCompass AssistPolicy

Identify a customer, log a case, resolve or escalate, review a drafted case note before saving. Block times follow the Parramatta shift pattern.

People
150 people, 6 cohorts of 25
Length
2 blocks of 90 minutes, plus a Compass Assist block
When
Blocks Mon 17 May to Fri 4 Jun

Branch network, NSW

Wave 2, NSW

BasicsBranch servicingPolicy

Open an account with guided onboarding, update customer details, refer to a banker with an owner. Regional branches join by video.

People
260 people, 11 cohorts of up to 24
Length
2 blocks of 90 minutes
When
Branch blocks Mon 17 May to Fri 4 Jun

Business bankers, NSW

Wave 2, NSW

PipelineBasics

Work a lead to a credit submission in the shared pipeline loaded from your spreadsheet. Compass Assist is off at go-live and offered in week 3 as opt-in.

People
35 people, 3 cohorts of 12
Length
90 minutes at 7:30am
When
Pre-load Mon 17 to Fri 28 May; 7:30am sessions Mon 31 May to Fri 4 Jun; Compass Assist opt-in Mon 21 to Fri 25 Jun

How training is delivered

Role-based sessions

Sessions run as 90-minute blocks of up to 25 people, allocated by Salesforce role and booked by the person. Wave 1 needs 36 cohorts and Wave 2 needs 20.

Platform: the bank's learning system and Teams.

Modules and guides

Each role has a one-page guide for each task it uses, and every session is recorded for people on leave. Nobody is trained on a function they will not use.

Platform: the Project Compass intranet page.

Drop-ins and walk-rounds

Virtual drop-ins run in each hypercare fortnight, and team leaders and champions walk their floors. None are scheduled from Fri 26 Mar to Sun 11 Apr.

Platform: Teams, and on site at Docklands, Parramatta and branches.

Vendor training

Northgate Digital trains the L&D team (Mon 22 to Thu 25 Mar) and the CRM platform team (Tue 30 Mar to Thu 1 Apr). Jorge Alvarez leads both.

Platform: the test environment.

The gate

Training completion is at least 90 percent in each wave group before go-live. That is criterion 12 of 16 on the go / no-go checklist, read on Fri 16 Apr for Wave 1 and Fri 4 Jun for Wave 2. Compass Assist blocks run only after the guardrails gate on Fri 9 Apr Updated v0.2.

To confirm

  1. Docklands early and late trainer blocks. Owner: Sam Petrovic, Fri 12 Feb
  2. Where NSW gets its Wave 2 trainers (Q-06). Owner: Sam Petrovic
  3. Whether training is mandatory for each group. TBC: named decision owner
  4. Salesforce licence allocation by group. TBC: named licence owner
  5. Parramatta block times against its shift pattern. Owner: Tom Gallagher

The same groups appear in the learning plan, the comms plan and the phased rollout. Bookings open Mon 22 Mar for Wave 1 and Mon 3 May for Wave 2.

Sources: T1 programme planning | T2 contact centre workshop | T4 business banking workshop | T5 steering catch-up | E2 branch rosters and Easter | E3 programme calendar | Official calendars: Victorian school term dates and holidays | Victorian public holidays 2027