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Transcript of Strengthening Aviva in the Face of Adversity - Capp Conference 2009_ Strengthening...in the Face of...
APP Conference 4.09
Strengthening Avivain the Face of Adversity
Karen Stefanyszyn
APP Conference 4.09
Universal desire for individual
recognition
I am not a
customer reference number
I am not a target market
Remember whose money it is
APP Conference 4.09
The World – Our World – My World
APP Conference 4.09
• World‟s 5th largest insurance group
• 57000 Employees
• 45 Million Customers
• 27 Countries
• Long Term Savings
• Fund Management
• General Insurance
NU – UK‟s Largest Insurer
NUI 4.3 Customers
NUL 6 Million Customers
A bit about Norwich Union
……soon to be Aviva
APP Conference 4.09
„She told me about her family, and had such pride in her three
children. She also talked about being scared and feeling alone
She always ended our conversations with “God bless you”
and “Thank you so much”.‟ In fact that‟s how she ended
our last conversation, even on morphine and in immense
pain at the final stages of her cancer, she still thanked me.‟
A few days later Bruce received a call from Mrs Green‟s
eldest daughter, “I‟d like to invite you to Mum‟s funeral –
she really wanted you there.”
At the funeral, all Mrs Green‟s friends and family greeted
Bruce warmly. “Ahhh so you‟re Bruce from Norwich
Union...she talked about you all the time.” This was clear
when Mrs Green‟s eldest daughter invited him to travel in
the family funeral car. „I told them about how proud their
mother was of their achievements and that gave them
great comfort.
Bruce‟s feeling of humbleness and honour is what
exceptional Case Management is all about. It‟s really down
to treating our customers like individual human beings,
especially at the time they need it most.‟
This is Bruce AukettHe‟s the case manager of one of our specialist teams in our Health
Care business. Over a two year period, Bruce talked to Mrs Green*,
a lady with cancer, every Friday afternoon. Listening and providing
guidance and support until her death.
*For data protection and confidentiality reasons, this is not the client‟s real name
APP Conference 4.09
This is the Red Ribbon
This is the red ribbon we tied on Jack Dobson‟s classic Land Rover when we returned it
free of charge, two years after we‟d settled a claim for its theft.
Jack found the Land Rover on an on-line auction site under a new identity and was
worried it would be written off.
The vehicle, which holds huge sentimental value for Jack, was recovered by the police
and we sent Paul Simpson, one of our motor engineers, to view it. He agreed that it
wouldn‟t be written off and we were able to give Jack a
big surprise!
In a note to thank us, Jack said “I‟m extremely happy
having been reunited with my beloved Land Rover. I felt
I should drop you a line to express the generosity that you
have shown. You have done an excellent job of keeping
me up to speed with developments and I really appreciate
the time and effort you went to…”
This is the Pen
This is the pen that Jason Varner used when he hand delivered
the claims forms to a man whose mother had recently died.
Hearing how upset Mr. Alderton was on the phone, Jason
decided to hand deliver the forms on his way home from work
and helped him to complete them.
“When I asked Jason if this was normal behaviour, he simply
replied – we all try to do what we can to make things simpler.
This is simply amazing. The fact that you are employing people
that would take the time out of office hours to do such a thing
without giving their actions a second thought, is staggering.”
“So once again, thank you and please thank Jason for me. I
have been able to put a face to your company now and it has a
kind smile and an even kinder heart” said Mr Alderton.
APP Conference 4.09
Meeting
peoples‟
individu
al needs
“At our best we use our expertise in a way that really responds to peoples‟ needs”
Expertise Empathy
Our Purpose –
Prosperity and Peace of Mind
Our Customer Promise - Who you are and what you need matters to us
Our Employee promise - Who you are and what you contribute matters to us
APP Conference 4.09
Living our Employee Promise
throughout an Employee life cycle
Recruitment Selection Induction Performance Development
in roleSuccession
Transition
to new role
Strengths
Based
Advertising
Pre-screening
Recruit for
Strengths
Talking
Performance
Real Deal
Talking Talent
Leading People
Daily Huddles
Talking Talent
Talent Moves
Re-
Organisations
Strengths
Based
Outplacement
Join us……………………Led / Managed……Developed……..Move on
How to Manage
strengths
Great people joining and staying with us
Leading people to be the best they can be
Matching the right people to the right roles
Our chosen 1st step
APP Conference 4.09
Design New Adverts/Update
website content with language focused on
attracting people with these natural talents
Educate the agencies on the role outcomes
and the natural talents to look for
that play to this role
Design a New Selection process that enables both the manager to identify &
test the candidates’ natural talents and allows the
candidate to determine whether they ‘fit’
ATTRACTION
INTERVIEW
ROLE BASEDEXERCISES
EXPERIENCE REVIEW& CLOSE
INDUCTION
Age
ncy
Refe
r a
Friend
Direct
M
ark
eting
SELECTION
22 33 44
Provide managers’
with guidance on how to
‘induct’ new recruits into a
role and ensure that
they are encouraged to
use their natural
talents in the role
ROLE
OUTCOMES
11
Design New Adverts/Update
website content with language focused on
attracting people with these natural talents
Educate the agencies on the role outcomes
and the natural talents to look for
that play to this role
Design a New Selection process that enables both the manager to identify &
test the candidates’ natural talents and allows the
candidate to determine whether they ‘fit’
ATTRACTION
INTERVIEW
ROLE BASEDEXERCISES
EXPERIENCE REVIEW& CLOSE
INDUCTION
Age
ncy
Refe
r a
Friend
Direct
M
ark
eting
SELECTION
22 33 44
Provide managers’
with guidance on how to
‘induct’ new recruits into a
role and ensure that
they are encouraged to
use their natural
talents in the role
ROLE
OUTCOMES
11
Role Profile ‘Template’
Core Capability & Academies
LMS & LearningPaths
Attraction & Selection
Reward - Job Evaluation
Talking Talent/Honest Conversations
Role Profile ‘Template’
Core Capability & Academies
LMS & LearningPaths
Attraction & Selection
Reward - Job Evaluation
Talking Talent/Honest Conversations
We place people in roles that allow them to use more of what they do best
We pay attention to weaknesses that are critical to the role and/or could hinder performance
We develop knowledge & skills whilst in the role
Competency
Competency
Compet
ency
Compet
ency
•• ‘flat‘flat--li
ne’line’
•Exte
rnall
y
impo
sed
• Everyone
good at
everything
Capability• What the
Organisationneeds to do well
Outcome• What the organisation
needs You to do well
Skills/Experience
• What You need to develop/do
more of
Natural Talents
• What You naturally do well
Role Outcomes Profile
Competency
Competency• too genericIdentify through Selection &
Talent Processes
Competency
Competency
Compet
ency
Compet
ency
•• ‘flat‘flat--li
ne’line’
•Exte
rnall
y
impo
sed
• Everyone
good at
everything
Capability• What the
Organisationneeds to do well
Outcome• What the organisation
needs You to do well
Skills/Experience
• What You need to develop/do
more of
Natural Talents
• What You naturally do well
Role Outcomes Profile
Competency
Competency• too genericIdentify through Selection &
Talent Processes
Be attuned to what it is that people do best and harness that with them
Recruiting for Strengths
APP Conference 4.09
Managing Talent & Performance
the Aviva WayEvery-one is Talent
Aviva Talent
Lower performance
Lower potential
Higher performance
Higher potential
Number of
people
Engage rather than exclude
the
“Vital Many”
Inclusive and DifferentiatedRigorous
Selection
&
Performance
Management“A Players”
Cannot be overlooked
But should not be the
exclusive focus of effort
APP Conference 4.09
• Care about me as a fellow human being
• Help me to resolve any underperformance quickly
• Treat me with respect at all timesRespect
Clarity
Play to Strengths
Praise & Recognition
Growth & Development
Clear The Way
• Inspire me with a compelling vision of our purpose
• Demonstrate how I contribute to our strategy
• Focus me on clear personal and team outcomes
• Select me for my natural talents
• Capitalise on what I excel at every day
• Help me move on if my strengths aren‟t needed
• Understand what motivates me as an individual
• Give me frequent recognition for a job well done
• Celebrate my strengths
Excite P
eople To Exceptional P
erformance
• Provide me with an appropriate level of stretch
• Give me timely feedback that is both honest and fair
• Coach me to improve effectiveness
• Support me in overcoming obstacles
• Escalate the issues we can‟t resolve
• Ensure we‟re always looking to improve what we do
Leading our people
APP Conference 4.09
Increasing effectiveness as we move down through the layers
•Buy-in by front line employees
•Understanding by people of what is
happening which impacts their area
•Opportunity for all to have their say
and influence decision making
upwards
•Increased capability and
commitment of Team Managers
•Improved mechanisms for
communicating change.
Broadcast
Interactive
Collaborative and
Participative Our key communicationfocus is in this bottom layer
Fair ProcessSMP Daily
Leadership
1:1’s
Traditional
weekly team
meetings
Conferences Senior manager
walkabouts and
presentations
internal Magazine
Business Line
magazines
The Pulse
Aviva World
Communicating and Engaging our people
through daily huddles
Senior manager
teleconf
Focus : Clarity : Commitment
APP Conference 4.09
So, what has the journey been like?
5
4
3
2
1
RE
CO
GN
ISE
S/
VA
LU
ES
IND
IVID
UA
LS
Future
Value Curve Team Managers: “Cut Through to Serve”
Defining relative impact on performance
Not all created equal
Imp
act o
n e
mp
loye
e p
erf
orm
ance
0
50
50
A-level
drivers
B-level
drivers
C-level
drivers
D-level
drivers
APP Conference 4.09
50
55
60
65
70
75
80
85
90
95
100
A B E F L S AB AB
Before SMP
After SMP
percentage
team
50
55
60
65
70
75
80
85
90
95
100
A D F H L P U AG AH AJ AK AL
Before SMP
After SMP
team
0
20
40
60
80
100
120
140
C M Q AB
Before SMP
After SMP
Productivity up 21%
Quality up 14.5%Call Average Answer Delay
Down 54%
greenamberamberredred
greengreengreengreengreen
Before SMP Daily
After SMP Daily
Team B Team C Team D Team E Team F
Morale
noticeably improved
Let the results speak for themselves
Benefits already seen from using Strengths-Based Recruitment are:
12% higher customer satisfaction
Induction process shortened by 1 week
From 3:1 interview to appointment ration to 1.5:1
NUI Commercial Underwriters are doing what was previously 2 days work in 1
Removal of 7 competency frameworks
Halved leavers in first 12 months
Presentation title here 00.00.00 page 15 © Aviva plc