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Scotiabank - Scotia Applause
RPI Conference Handout
May 3, 2009
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One Team One Goal:
Driving All-Employee Engagement in a Global Organization
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Canada’s Most International Bank…
u Global Distribution Network:– More than 2,200 branches and 5,400
ABMs worldwide
– Operating in more than 50 countries
u Customers:
– Approx. 12.5 million worldwide
u Employees:
– Approx. 60,000 worldwide
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RPI Standard 1 – Recognition Strategy
Recognition at Scotiabank circa 1999:
u Business lines owned recognition programs
u Inequitable program design
u Decentralized program management
u Product-focused staff objectives
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RPI Standard 1 – Recognition Strategy
3-Dimensional Recognition
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u C-Suite level support for annual Reward & Recognition budget
u Rick Waugh endorsed Applause Month in September 2008
RPI Standard 2 – Management Responsibility
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RPI Standard 3 – Program Measurement
PEER RECOGNITION CERTIFICATES
Activity Q1-08 Q2-08 Q3-08 Q4-08Cumulative
FY2008 FY2007 FY2006
Employee 19,375 19,451 19,476 19,476 19,075 18,269
# of employees registered 18,571 18,496 18,453 18,453 17,825 17,235
% of employees registered 96% 95% 95% 95% 93% 94%
Sales 35% 35% 35% 31% 36% 35%
Service 50% 49% 50% 55% 49% 49%
Support 15% 15% 15% 14% 16% 16%
# of employees participating 12,158 14,156 15,195 15,195 14,678 14,397
% of employees participating 65% 77% 82% 82% 82% 84%
# certificates sent this fiscal - Branch 119,443 105,483 98,408 323,334 367,909 359,499
# certificates sent this fiscal - All Programs 157,210 149,408 138,943 445,561 514,336 502,189
DVP % of budget used 19% 23% 25% 67% 94% 94%
Mgr % of budget used 15% 26% 20% 61% 99% 99%
Picks Points Awarded 3,894,516 6,324,153 6,392,174 16,610,843 26,259,620 21,272,617
Other Points Awarded 5,412,217 439,843 409,979 6,262,039 9,293,104 5,077,372
Total Points Awarded to Employees 9,306,733 6,763,996 6,802,153 22,872,882 35,552,724 26,349,989
Sales 42% 45% 46% 44% 46% 45%
Service 43% 41% 42% 42% 41% 41%
Support 14% 14% 13% 14% 13% 14%
# of Redemptions 9,289 5,444 4,600 19,333 22,144 23,973
Total Points Redeemed in FY 19,279,585 9,960,371 7,914,558 37,154,514 41,709,281 50,349,400
% of Registered employees - Redeeming 31% 22% 19% 71% 88% 60%
Avg redemption value ($) $146.75 $131.22 $124.72 $137.14 $135.16 $129.36
Redemption per employee 1.63 1.37 1.32 1.47 1.42 1.82
My Branch/District is a great place to work n/a n/a n/a n/a n/a n/a
I feel my efforts are appreciated n/a n/a n/a n/a n/a n/a
I receive recognition for doing good work n/a n/a n/a n/a n/a n/a
*** OSE and WM monthly sweepstakes only
Peer
Recognition
* ** Commercial Banking: Manager budgets apply only to Scotia Leasing and Real Estate Lending
BRANCH PROGRAM PERFORMANCE
Scotia Applause ProgramFY2008-Q3 Executive Summary
ONLINE TRAINING GAMES
Redemptions
Viewpoint
Picks Points
Distribution
% Participation
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Treasure Island - Spring Lending
Treasure Island - For RSPs
a-MAZE-ing Quest - Commercial Banking Group
a-MAZE-ing Quest - The Scene
a-MAZE-ing Quest - Rsps
a-MAZE-ing Quest - Spring Lending II
a-MAZE-ing Quest - The Scene II
CE
RT
IFIC
AT
ES
VO
LU
ME
Number of Employees Earning and Redeeming Points/Awards
FY2008-Q3 (YTD)18,350
1,222 980
3,449
437 179 189 171 216627 9121,541
126 100 71 84 198
10,166
0
5,000
10,000
15,000
20,000
Branch CCC OSE *** SSG DFC CBG EBSS SMDI WM ***
Earning Redeeming
Peer Recognition Certificates Sent per Participating Employee by Program
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
CC
C CC
C
CC
C
CC
C
CC
C
CC
C
OS
E
OS
E
OS
E OS
E
OS
E
OS
E
SS
G
SS
G SS
G
SS
G
SS
G
SS
G
DF
C
DF
C
DF
C
DF
C
DF
C
DF
C
CB
G CB
G
CB
G CB
G
CB
G
CB
G
EB
SS
EB
SS
EB
SS
EB
SS
EB
SS
SM
DI SM
DI
SM
DI
SM
DI
SM
DI
WM WM W
M
WM
WM
0
5
10
15
20
25
30
35
40
45
50
55
FY2003 FY2004 FY2005 FY2006 FY2007 FY2008
Peer
Reco
gn
itio
n C
ert
ific
ate
s
Percentage of Participating Employees by Program
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
BR
AN
CH
CC
C CC
C
CC
C
CC
C
CC
C
CC
C
OS
E
OS
E
OS
E
OS
E
OS
E
OS
E
SS
G
SS
G
SS
G
SS
G
SS
G
SS
G
DF
C
DF
C DF
C
DF
C
DF
C
DF
C
CB
G CB
G
CB
G CB
G
CB
G
CB
G
EB
SS
EB
SS
EB
SS
EB
SS
EB
SS
EB
SS
SM
DI
SM
DI
SM
DI
SM
DI
SM
DI
WM
WM
WM
WM
WM
0%
25%
50%
75%
100%
FY2003 FY2004 FY2005 FY2006 FY2007 FY2008
SE
ND
ING
vs.
RE
CE
IVIN
G
Percentage of Employees Sending and Receiving Peer Recognition Certificates
FY2008-Q3
81%
97%
32%
86%76%
34% 36%
57%
40%
97% 100%
55%
97% 92%
37%
74%
92%
53%
0%
20%
40%
60%
80%
100%
Branch CCC OSE *** SSG DFC CBG EBSS SMDI WM ***
% sending % receiving
EA
RN
ED
vs
. R
ED
EE
ME
D
PO
INT
S I
SS
UA
NC
E v
s.
BU
DG
ET
FY07
FY08
67%
51%
45%
23%
66%
4%
34%
61%
53%
54%
30%
39%
24%
69%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Branch CCC SSG DFC CBG *** EBSS SMDI
DVP/AGM/Director Manager
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RPI Standard 4 – Communications Plan
u Comprehensive suite of recognition communication tools
u Integrated mix of online and offline components
u New focus on Program Champions
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RPI Standard 4 – Communications PlanScotiaCares.com: Leveraging employee community involvement
stories to drive grass roots advertising
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RPI Standard 5 – Training
u Suite of recognition training tools for managers & front-line staff
u Customized recognition training delivered by dedicated Motivation and Recognition team
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RPI Standard 5 – Training
FY2009 focus on maximizing Bank’s NHL Sponsorship; training deployed through Scotia Applause program
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RPI Standard 6 – Events & Celebrations
u Year-end recognition celebrations across all Scotiabank business lines – top team / individual performance
u Allows districts to embrace cultural diversity
3
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RPI Standard 6 – Events & Celebrations
u Annual Best of the Best Trip to Mayan Riviera
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RPI Standard 7 – Change & Flexibility
u Umbrella program with flexibility to allow business lines to adapt program for their unique needs
u Suite of Qualitative Feedback Tools:– Team Voice – suggestions for process improvement
– Ideas in Action – encourages innovation/ idea generation
u Other tools for evaluating and strategically improving employee recognition:
– Employee Panel Surveys
– Best of the Best Trip Survey
– Call Centre Feedback
– District Management Touchbase Meetings
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RPI Standard 7 – Change & Flexibility
u Best of the Best – Social Networking Site
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Going Global…Scotia Applause International
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Going Global…Scotia Applause International
u Similar business environment to Canadian division circa 1999
u Local ownership / centralized program management
u Equitable Rewards Payout Model, normalized to purchasing power
u August 12, 2008 – Premier launch to Caribbean and Latin America
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Phase 3August 12, 2009
Bahamas
Dominican Republic
Guyana
Jamaica
Trinidad and Tobago
Toronto, Canada
Head Office
Cayman Islands
Belize
Barbados
USVI
Puerto Rico
Turks and Caicos
Phase 2March 31, 2009
•Anguila•Antigua•Dominica•Grenada•Haiti•St. Kitts•St. Lucia•St.Maarten•St. Vincent•BVI
•Costa Rica•El Salvador•Panama•Chile •Peru •Mexico
Phase IAugust 12, 2008
Going Global…Phased Rollout
Phase 4Fiscal 2010
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Going Global…Scotia Applause International
Leveraged Canadian division platform to deploy an online recognition program to those countries
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Promotional Poster
Wall of Fame Banner
Program Guides
Launch Kick-Off Instructions
Going Global…Launch Materials
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Scotia
Applause
Fanfare
Trinidad and Tobago
Jamaica
Dominican Republic
Going Global…Scotia Applause International
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u Canada’s Best Employers –5 years running
u Best-in-Class employee engagement and retention
u Scotia Applause an award-winning program from multi associations
u Employee generated content on why employees love their jobs
Scotiabank – Truly An Employer of Choice
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Scotiabank – Truly An Employer of Choice
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Questions?
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Thank You / Merci / Gracias!
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