PanTimes
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2011 PanCaribbean Star Awards honours highest achievers Client focus Marvin Hall: ‘PanCaribbean is a reliable and efficient partner’ Brand ambassador Bianca Nam
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Community Focus Labour Day branch activities
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Jamaica 50 Poster Competition Read Across Jamaica Day
On the cover: Students of Mannings Hill Primary School, where PanCaribbean donated a public address system
Special feature
2011 PanCaribbean Star Awards
honour highest achievers Each year, PanCaribbean recognises the contributions of outstanding team members with the Star Awards. The company always has reason to celebrate, but for 2011, the stars shone even brighter as PanCaribbean not only recorded its 11th consecutive year of increased profit, but received a net promoter score of 57, ranking number one in an independent customer survey. President and CEO of PanCaribbean, Donovan Perkins, commended the team for going the extra mile to bring in new business and ensure customer satisfaction. “What you are all doing is ensuring that our business customers have the resources they need to grow and succeed, that a young couple can save to buy a home, that they can send their children to college and that they can retire comfortably,” he said. “So, if we do our jobs well, we will be living our corporate vision, and that is ‘Creating Value, Winning Customers for Life’.” (L-R): Danielle Cunningham, Marketing Manager, Group Marketing and Sabrina Cooper, Vice President - Relationship Banking
Sagicor Group Chairman, Richard Byles (centre) with members of the Montego Bay team, which won Branch of the Year (PCB)
Here are the 2011 Star Awardees Go-Getter (PCB) – Craig Douglas Best in Customer Service Standard (PCB) – Alicia Taylor Go-Getter (PCFS) – Frances Angus Best in Customer Service Support (PCFS) – Yvette Grant Best in Customer Service, Branches (PCFS) – Sharlene McKoy Best in Customer Service, Kingston (PCFS) – Lisa Walker Highest Sales Performance (PCB Credit) – Nadine Smith Highest Achiever, New Business Revenue (PCB) – Craig Douglas Highest Achiever, New Business Revenue (PCFS) – Bianca Nam Highest Overall Achiever (PCB) – Althea Graham Dolly Highest Overall Achiever (PCFS) – Shelly-Ann Morgan Best Performing Team (PCFS) – Investment Services Branch of the Year (PCB) – Montego Bay
Members of the Private Client Services team (L-R): Assistant Managers Kimberley Forbes-Martin, Terri-Anne Wood, Joelle Smith and Nicole Silvera. Centre: Geoffrey Chung - Client Relationship Officer
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PanCaribbean’s Board Director, Bruce James, with Tara Nunes, Vice President - Sales & Customer Experience, PCFS
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Special feature
Members of the Best Performing Team (PCFS) (L-R): Shelly-Ann Morgan, Yvette Grant, Lisa Walker, Frances Angus, Amoy Barclay, Jacqueline Lambert, Karen Richards and Terri-Anne Wood with Chairman of the Sagicor Group, Richard Byles (centre)
Alicia Taylor poses with her Best in Customer Service (PCB) award
Sabrina Cooper presenting the Go Getter Award (PCB) to Craig Douglas
Oral Heaven accepted the Best in Customer Service, Branches (PCFS) award for Sharlene McKoy
(L-R): Alicia Taylor, Relationship Officer and Simone Witter, Business Support Officer, both from the Mandeville Branch
CEO Donovan Perkins greets Business Priority Unit Manager, Tamara Waul-Douglas
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Montego Bay Branch Manager, Lloyd Duhaney, poses with the Branch of the Year (PCB) award
Winners’ circle: (Front) Frances Angus, Shelly-Ann Morgan, Lisa Walker, Yvette Grant, Craig Douglas and Alicia Taylor. Back: Deputy CEO Phillip Armstrong, Tara Nunes, Sabrina Cooper, Board Chairman Peter Melhado, CEO Donovan Perkins, Assistant Vice President Corporate Banking Tanya Allgrove and Lloyd Duhaney, Branch Manager, Montego Bay
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Special feature
Meet three of PanCaribbean’s brightest stars Shelly-Ann Morgan, Highest Overall Achiever (PCFS) On her Pan journey: My journey at PanCaribbean has been pretty good. I have been in investment services since I joined, but I’ve had different roles. I was a Customer Service Representative, I was a Senior Investment Officer, now I’m an Assistant Manager. On winning the award: I’ve won the award two times already (was tied in 2010)… It means a lot to me. It means that somebody recognises what I have done. I really was just working from month to month, trying to achieve my targets. Sometimes I would not have realised that I have passed my target. I was just pressing along. Main goal for 2012: My goal for 2012 is to win the award again. If I achieve that and I’ve won everything else, then I would have excelled. I’m very competitive. Shelly-Ann Morgan poses with her award for Highest Overall Achiever (PCFS)
Lisa Walker, Best in Customer Service (PCFS) On winning the award: I was floored. I did not expect it at all. I’m overwhelmed. It’s all about giving the customer service. Most of the institutions offer the same products, so the only thing we can define ourselves with is our customer service and we try our best to excel at that as much as possible. Goals for 2012: We have financial goals in terms of dollar value – bringing in funds, bringing in customers. I expect to not just meet, but exceed those targets as well.
Lisa Walker (right) receives her award from Tara Nunes, Vice President - Sales & Customer Experience, PCFS
Working with the Pan team: The Pan team in general is a fun-loving set. For my team, Investment Services, every day is not just about getting the job done and bringing in the figures, it’s about enjoying what you do… Sometimes you’re not getting that from the customers, so you have to create it for yourself. That’s how we approach our job every day – trying to find the fun things to lighten the load and make it more enjoyable. Nadine Smith, Highest Sales Performer (PCB Credit) On winning the award: I’m a Manager in the Corporate Credit Department. We do loan disbursements – a lot of corporations, dealing mostly with mid-sized companies. My target, which I exceeded, was to disburse over $1.3 billion in loans. I’m very proud and happy to receive the award. Overcoming challenges: PanCaribbean is new to commercial banking, so we had a lot of challenges in terms of competition, the economy, pricing loans and finding people who are credit worthy to disburse those loans to. We have a very supportive team, a very supportive board. The organisation as a whole makes it easy for us to kind of dig in and do what you have to do.
Nadine Smith (right) receives her award from Tanya Allgrove, Assistant Vice President - Corporate Banking, PCB
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Goals for 2012: Just to do even better than 2011. The market has kind of changed, but it’s for us to change with the market and do what we do best. Our target is excellent customer service.
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Marvin Hall
Client focus
‘PanCaribbean is a reliable and eďŹƒcient partner’
Marvin Hall, educator and social entrepreneur (left), with students from the Lego Yuh Mind Kingston College workshop
Social entrepreneur Marvin Hall is the founder of Halls of Learning, an educational organisation that provides hands-on learning experiences in science, technology, engineering and math through summer camps, outreach programmes and after school activities. PanCaribbeanBank partnered with Halls of Learning to support its Lego Yuh Mind one-day robotics workshop at Kingston College on May 4. How long have you been banking with PanCaribbeanBank (PCB) and why did you choose this bank?
We opened our business accounts with PCB in November 2011. After a bit of research, Pan came up at the top of the list for the lowest fees and a highly rated customer experience. How has doing business with PanCaribbeanBank helped you and your company so far?
After meeting with their Business Priority Unit, I found them to not just be friendly and professional, but willing to offer personalised services to a small business that was a first time customer. Having done the initial paperwork, we have since opened multiple accounts with the ease of a phone call and an email. One major service to us so far has been the ability to authorise transactions via email, as it allows us to do business via a mobile phone and is not limited to computer access. We are very happy to have a bank that not just holds funds and pays interest, but is a reliable and efficient partner in the growth of our business.
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Client focus
Marvin Hall works one-on-one with a student during the workshop.
(L-R) Governor General, Sir Patrick Allen, Hall and PanCaribbean Deputy CEO, Phillip Armstrong, check out a student’s work.
Based on your experiences, what makes PanCaribbeanBank’s business products and service different from other commercial banks?
The services we have received from PCB, at other banks would have been restricted to their high-end clients. PCB’s high level of personalised and professional service was given to us from day one, with a zero balance. To us, that’s invaluable and it says that they value serving people and providing a high-quality experience. When you walk into the branch, they have allocated very little space to the teller line, which suggests quick and efficient service.
A student and workshop facilitators demonstrate how their robot works.
What are you looking forward to from PanCaribbeanBank in the future?
In future, I expect more of the same quality of service and the continued reliability of a partner in our growth. We hope that they will soon offer credit card services and also browser-independent online banking for all of their business services. Tell us a little about working with Pan on the Lego Yuh Mind Day workshops.
For PanCaribbean’s Lego Yuh Mind Day at Kingston College, they not only added professional decor to the room but awarded prizes to the most successful team. It was obvious that they wanted it to be very memorable experience for the boys. Additionally, many of their top executives, including their Managing Director, Phillip Armstrong, were on hand to see how the students progressed and what the day entailed. The presence of PCB employees at the event sent a powerful message to the children about their own importance and had a deeper impact than just signage or pamphlets. We look forward to PCB’s continued support as we launch phase two of Lego Yuh Mind Day in September.
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Leah Brown (2nd right), Brand Manager, PanCaribbeanBank, engages with students during the workshop.
Students answering questions
A student hard at work
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Branch ambassador
Bianca Nam
Thriving on healthy competition Bianca Nam received the prize for Highest Achiever, New Business Revenue at the recent 2011 PanCaribbean Star Awards. Although naturally shy and unassuming, she is focused when it comes to meeting – or exceeding – her sales targets and providing the best possible level of service to her clients. Tell us a little about your current position at Pan Caribbean Financial Services. I have been with PanCaribbean for three years as an Assistant Manager for Private Client Services and it has been an extremely fulfilling role, because it involves advising clients on how to maximise returns on their investments, while delivering on Pan’s mandate to offer the highest levels of service under strict standards.
Bianca Nam, Assistant Manager, Private Client Services
How do you feel about winning the PanCaribbean Star Award for Highest Achiever, New Business Revenue? What makes you a high achiever? I am really excited about the award and it was great to beat the targets. I enjoy the challenge. There is friendly and healthy competition among the sales team, so we continually motivate each other. I am also highly self-motivated. Securing new business drives me to go out there and get more accounts. What is the best thing about working at Pan Caribbean Financial Services (PCFS)? At Pan, we have an excellent team environment where everyone is supportive. Our leaders are always approachable, which allows us all to build strong relationships and they are always looking for innovative ways to deliver new products,
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so they are open to ideas from the team. It’s great to be part of a young and ardent team! What are some of your plans for 2012 and your future ambitions at PCFS? I am aiming to exceed the targets again this year. I have learnt a lot at Pan and want to continue growing within the company by broadening my skills and experience. I am interested in progressing into more senior roles at PanCaribbean in the near future, and I want to become more involved in helping to develop products for our clients as we are in a very challenging economic environment, which means that we have to continue to identify and create more opportunities for them. Please share a few brief tips for investors interested in growing their portfolios. - Always ensure that you understand what you invest in - Diversify - Know your own risk profile - Be independent in thought, because sometimes the best investments are not the most fashionable - Think long term Contact Bianca Nam at: Tel: 764-0354 Email: bnam@gopancaribbean.com
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Community focus
PanCaribbean is well known for our financial products and outstanding customer service, but as we also take pride in giving back to our communities through various initiatives. In addition to our biggest event, the annual PanCaribbean Sigma Corporate Run, we also support a number of other causes and national initiatives. Here are some snapshots of the PanCaribbean team in action.
Labour Day branch activities PanCaribbean team members turned out in their numbers to work on Labour Day projects in their communities. Kingston: The Salvation Army’s The Nest Children’s Home Ocho Rios: Ocho Rios Methodist Basic School Montego Bay: Blossom Gardens Children’s Home Savanna-la-Mar: Llandilo School of Special Education
Ocho Rios team members
Savanna-la-mar team members
Montego Bay team members A Kingston team member
Montego Bay team members
Kingston team members on the job
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Savanna-la-mar team members hard at work
An Ocho Rios team member
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Community focus
Read Across Jamaica Day Tuesday, May 8 was observed as Read Across Jamaica Day. Members of the PanCaribbean team visited schools in their communities read and interact with students. Kingston: St Anne’s Primary School Ocho Rios: Parry Town and Ocho Rios Primary schools
Debreca Scarlett reading with students at St Anne’s Primary School in Kingston.
Deputy CEO Phillip Armstrong engages with a student at St Anne’s Primary School
Elecia Brown and StaceyAnn Steet at Parry Town Primary School
Kerisha Smith at Ocho Rios Primary School
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Community focus
Jamaica 50 Poster Competition PanCaribbeanBank sponsored the Jamaica 50 Commemorative Poster Competition, which was part of a series of educational activities initiated by the Ministry of Education to mark Jamaica’s 50 year of independence. The competition ended in December 2011 and the winners were announced at an awards ceremony on May 16.
Sabrina Cooper, Vice President - Relationship Banking (left) makes a presentation to Keith Hutchinson of Cornwall College
Grades 7-8 Fitzroy Ford – Cornwall College Colin Rose – Manchester High School Shennie Finlayson – Manchester High School Grade 9 Shanoi Fonseca – Montego Bay High School Hunish Brown – May Day Keith Hutchinson – Cornwall College Grades 10-11 Kimoni Bell – Montego Bay High School Mario Hunter – Cornwall College Simone Hunter – Ascot High School
Jamaica Cultural Dvelopment Commission 2012 speech gold medallist, Daniel Palmer, performing his winning piece.
Grade 12 Winston Grenyion – Cornwall College Michael Dane Lewis – Denbigh High School Kemoy Strachan – Cornwall College Special mention – Shavone Samuels – DeCarteret College Sabrina Cooper makes a presentation to Simone Hunter of Ascot High School
Sabrina Cooper makes a presentation to Shenni Finlayson of Manchester High School
From Cornwall College: Kemoy Strachan’s representative, Chadwyn Clark, Keith Hutchinson and Mario Hunter
Winners: Hunish Brown, Colin Rose, Shenni Finlayson, Kimoni Bell and Shanoi Fonseca
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Education Minister, Rev Ronald Thwaites, admires a display of the winning posters
Sabrina Cooper meeting the winners from the Montego Bay High School, Shanoi Fonseca and Kimoni Bell
A member of the Sagicor Group The PanCaribbean Building 60 Knutsford Boulevard, Kingston 5 Tel: (876) 929-5583-4 options@gopancaribbean.com
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