CYS's Approach: The Feedback That Builds Retention

A Report by CYS Global Remit Human Resource Management Unit 

In today's rapidly evolving financial landscape—where agility, compliance, and trust define success—how companies listen to their people matters just as much as how they serve their clients. At CYS, our commitment to cross-border excellence begins with more than just systems and partners. It starts with a listening strategy that empowers our teams to grow, stay, and thrive. 

One of the most debated elements of modern HR listening centres on stay interviews versus exit interviews. Both provide insights, but which one truly drives transformation? 

Stay vs Exit Interviews: Two Sides of the Same Coin 

At first glance, exit interviews appear useful. When an employee resigns, they often provide honest feedback, free from fear of repercussions. However, this feedback—though candid—comes too late to retain talent. It offers closure, not correction. 

Stay interviews take a different approach. They're proactive, structured conversations between leaders and team members, designed to uncover what keeps employees engaged—and what might tempt them to leave. The goal is simple yet powerful: intervene early, improve continuously. 

The CYS Listening Philosophy 

At CYS, feedback isn't relegated to an annual survey—it's a living strategy. We recognise that every voice has value, and our approach to stay and exit interviews is shaped by three core principles: 

1. Proactive Engagement 

We don't wait for turnover to start asking the right questions. Regular stay interviews allow us to understand real-time employee sentiment, catching concerns before they become departures. 

2. Tailored Conversations 

Every function—from operations to partner relations—faces unique pressures. Our interviews are customised to reflect the nuances of each team, ensuring the feedback we collect is both relevant and actionable. 

3. Transparent Follow-Through 

Listening is only half the equation. Acting on feedback is where trust is built. At CYS, leadership is held accountable for driving change based on what employees share. When people see their feedback become policy or practice, engagement becomes embedded in the culture. 

Why It Matters in Our Global Financial Ecosystem 

In cross-border payments, trust and responsiveness are non-negotiable. The same applies internally. As we expand partnerships with financial institutions across the globe, we must ensure our people feel heard, valued, and supported. 

By investing in stay interviews today, we reduce exits tomorrow—and retain the very talent that makes our customer experience world-class. This isn't just about keeping seats filled; it's about maintaining the institutional knowledge and relationships that power our success. 

The Verdict: Stay Interviews Win—But Only If You Listen with Intent 

Whilst exit interviews remain a useful diagnostic tool, stay interviews serve as our strategic compass. They guide our talent retention efforts, strengthen internal culture, and help us grow responsibly. 

At CYS, we champion a simple truth: when people feel heard, they stay. When they stay, we all succeed. 

The financial services industry demands excellence at every level. By prioritising proactive listening over reactive analysis, we're not just building a better workplace—we're securing the foundation for sustainable growth in an increasingly competitive market. 

Let's keep listening—and leading—with intention.