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