Crediscotia financiera SA caso: la hora cero de la jefa de retail
Date
2018-08-17
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Publisher
Pontificia Universidad Católica del Perú
Abstract
El presente caso se desarrolla en Crediscotia Financiera, perteneciente al grupo Scotiabank,
cuya casa matriz se ubica en el país de Canadá. Es una empresa del sector financiero peruano,
direccionado a la captación de ahorros de público en general, a otorgar créditos de consumo a
trabajadores dependientes y créditos microempresa para los emprendedores. Inició sus
operaciones en el año 2009, cuenta con 2800 colaboradores aproximadamente, distribuidos en 92
agencias a nivel nacional.
Verónica Cornetero, la protagonista del caso, quien asumió la posición de Jefa de Tienda Retail
en el año 2013, a raíz de la conformación de una nueva unidad de negocio; se desempeña en la
sede de Chiclayo y tiene a su cargo 14 tiendas retail, en el norte del Perú, entre las ciudades de
Chiclayo, Lambayeque, Ferreñafe, Cajamarca y Jaén. Su equipo está conformado por 19
Funcionarios de Negocio Consumo, que administran carteras de clientes, distribuidos en todas
las tiendas, además cuenta con apoyo comercial a través de un outsourcing con más de 40
Asesores de Consumo a su cargo.
La protagonista, luego de constantes ascensos en su línea de carrera dentro de la organización,
asume la posición de Jefa de Tienda Retail y es aquí donde se enfrenta al problema de tener que
liderar un equipo con una cultura y comportamiento organizacional pre establecido distinto a la
que fomenta la entidad financiera.
Finalmente, Verónica Cornetero deberá decidir, por un lado mantenerse en la entidad
financiera ya sea cambiando su estilo de liderazgo o buscando otra posición dentro de la misma
o, por otro lado, buscar nuevas opciones en otras entidades
The present case is developed in Crediscotia Financiera, belonging to the Scotiabank group, whose head office is located in the country of Canada. It is a company in the Peruvian financial sector, aimed at attracting public savings in general, to grant consumer loans to dependent workers and microenterprise loans for entrepreneurs. It started operations in 2009, has approximately 2800 employees, distributed in 92 agencies nationwide. Verónica Cornetero, the protagonist of the case, who assumed the position of Jefa de Tienda Retail in 2013, following the creation of a new business unit; The company is headquartered in Chiclayo and has 14 retail stores in the north of Peru, among the cities of Chiclayo, Lambayeque, Ferreñafe, Cajamarca and Jaén. Her team is made up of 19 Funcionarios de Negocios Consumo, who manage customer portfolios, distributed in all stores, also has commercial support through an outsourcing with more than 40 Asesores de Consumo under their charge. The protagonist, after constant promotions in her career line within the organization, assumes the position of Jefa de Tienda Retail and here is where she faces the problem of having to lead a team with a pre-established culture and organizational behavior different from the one that encourages the financial institution. Finally, Verónica Cornetero must decide, on the one hand, to remain in the financial entity either by changing her leadership style or by seeking another position within it or, on the other hand, to look for new options in other entities
The present case is developed in Crediscotia Financiera, belonging to the Scotiabank group, whose head office is located in the country of Canada. It is a company in the Peruvian financial sector, aimed at attracting public savings in general, to grant consumer loans to dependent workers and microenterprise loans for entrepreneurs. It started operations in 2009, has approximately 2800 employees, distributed in 92 agencies nationwide. Verónica Cornetero, the protagonist of the case, who assumed the position of Jefa de Tienda Retail in 2013, following the creation of a new business unit; The company is headquartered in Chiclayo and has 14 retail stores in the north of Peru, among the cities of Chiclayo, Lambayeque, Ferreñafe, Cajamarca and Jaén. Her team is made up of 19 Funcionarios de Negocios Consumo, who manage customer portfolios, distributed in all stores, also has commercial support through an outsourcing with more than 40 Asesores de Consumo under their charge. The protagonist, after constant promotions in her career line within the organization, assumes the position of Jefa de Tienda Retail and here is where she faces the problem of having to lead a team with a pre-established culture and organizational behavior different from the one that encourages the financial institution. Finally, Verónica Cornetero must decide, on the one hand, to remain in the financial entity either by changing her leadership style or by seeking another position within it or, on the other hand, to look for new options in other entities
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Keywords
Liderazgo, Cultura organizacional, Toma de decisiones
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