AND THE SAGICOR GENERAL NOMINEES ARE…
THE CATEGORIES Contributor Of The Year Rookie Of The Year Spirit Manager Of The Year Spirit Employee Of The Year
THE SOUTHERN CARIBBEAN REGIONS Barbados Eastern Caribbean Trinidad & Tobago
Barbados
Chamay Forde
Contributor of the Year - Nominee
Chamay would have contributed $1,202,787.99 in gross written premium for the year 2020. The main source of business was through the Financial Advisor channel, in addition to a few direct policies. The Annual Gross Written Premium for the Financial Advisor Unit was $2,480,071.22 and Chamay contributed 48% to the overall total. Chamay achieved her Gross Written Premium from keying 665 new business policies. She worked systematically prioritizing her work resulting in her responding efficiently to all her customers both internal and external in a timely manner and within the metrics guidelines stipulated by the company. Chamay provided feedback from the financial advisors who were commenting on slow responses and the department being understaffed. Through this feedback the department was restructured, and new procedures implemented to facilitate more timely responses and service. Chamay received commendations from Financial Advisors for responding to them after hours. At times, Chamay would even work on weekends and this shows her commitment to providing exceptional customer service to our clients. Chamay enjoys her work and the people she interacts with daily. She has a warm, friendly demeanor and this is seen as she interacts with her customers. She has developed a loyal customer relationship with a high rate of repeat business. She made sure that the clients and the financial advisors would receive all the relevant documentation to complete the amendments they would have requested. She made the culture standards part of her daily life, especially that of urgency, making sure to always give timely feedback.
Barbados
Katrina Harris
Contributor of the Year - Nominee
During the Covid19 period for 2020 Katrina continued to be committed to assisting our external customers as well other departments within the Barbados Head office. This was achieved as she worked from at home as well working in the office when assigned to do so. All tasks or queries that were assigned to her from the Financial Advisor Unit, Accounts Department, The Direct Unit and the Agents in St. Lucia and Dominica, whether by emails or telephone were dealt with in a timely manner. Katrina was responsible for 29% of the total New Business figure for the entire EC. Katrina consistently assists with the keying in of business for both Dominica and St Lucia, whilst the average underwriter is responsible for the keying in of policies in one territory only. Despite her already heavy workload of underwriting for both Dominica and St. Lucia, Katrina never passes on an opportunity to assist a team member. On several occasions she has sacrificed her Saturdays to provide training which she always does very willingly and thoroughly.
Barbados
Leann Herbert
Contributor of the Year - Nominee
Over the period 2020 Leann has shown consistent excellence in her underwriting performance, both from financial perspective and a professional perspective. Leann’s year end contribution is noted at $ 636,899.34, compared to her 2019 performance $621,029.00 her effort has been consistent and in the current economic situation tenacious. Earmarked for a role of seniority, Leann challenges our professional and cultural standards to mirror those standards she has set and has emulated for her career life. It could be said that the cultural Standards outlined by SGI was rooted in Leann’s standards. During the year our Broker Survey conducted has shown that Broker representatives took their time to identify Leann’s exemplary service and their commendation for her to be acknowledged publicly. This was also seen in an email sent to CEO and President Mr. Keston Howell outlining her fantastic Service Excellence.
Barbados
Ryan Roberts
Contributor of the Year - Nominee
Ryan completed 275 surveys and produced savings of approx. $197k on repair cost and approx. $34k on survey fees. For • • • • •
comparative purposes. Roana Enterprises (Leading External Surveyor) conducted 499 surveys (Motor and Property) on be half of SGI with adjustments/savings equating to approx. $232k. We incurred approx. $59k (discount inclusive) for the surveys done by Roana Enterprises. Roana Enterprises had an average savings per survey of $464. Ryan would have conducted 44.9% less surveys than Roana Enterprises with average savings per survey of $716 (fee excluded). Ryan performance equated to a 54.3% higher savings per survey when compared to one of the leading surveyors within the industry.
Ryan has gone about his daily task in a professional manner providing the welcomed high level of service to both our internal and external customers. He is a sound representative of our Brand and has become very well-liked and respected in the motor vehicular repairs industry. This gathered respect can be highlighted though his ability to negotiate and obtain a higher level of savings when compared to a leading and longstanding surveyor in our market. Ryan has often demonstrated his willingness to bring solutions and creativity to the table, and as such, his opinion is eagerly anticipated by the people leaders within the department. His outspokenness was not only refreshing, but it also served him well within the industry and gained him the respect of his colleagues within his field. Ryan always carried himself professionally and has been a positive influence within the team.
Barbados
Shaniqua Graham
Contributor of the Year - Nominee
For the last two (2) years - 2019 and 2020, Shaniqua was the No. 1 Contributor for the most converted premiums in Call Centre. In 2019, Shaniqua’s target was $240,000.00 and she converted $443,437.00 in new business which represents 85% increase over her target. For 2020, Shaniqua exceeded the 2019 figure by 34%. The original target for 2020 was $390,000.00 and this was smashed when she converted $598,173.00 in new business from the quotations provided. Shaniqua’s contribution represented 25% of the overall converted premium by the team. Her contribution resulted in the team achieving a conversion amount of $2,384,774.00 which surpassed the targeted figure of $1,600,000.00 resulting in a 49% increase over the annual target. For Quarter 1, Shaniqua was the No. 3 Contributor by converting $70,523.83 in new business from 45 quotations. In Quarter 3, Shaniqua converted $217,096.76 in new business from 101 quotations and this awarded her the No. 1 Contributor for the first time in 2020. In Quarter 4, Shaniqua once again was named the No. 1 Contributor as she converted $253,284.38 in new business from 122 quotations. The increases over the three (3) periods in percentage are: 207% from Quarter 1 to Quarter 3 and 16% from Quarter 3 to Quarter 4. As part of the team, Shaniqua noticed how challenging it was to contact clients during the day and meeting deadlines to reaching the clients to complete Renewal Call Ups. With a view to improve this process, Shaniqua was instrumental in conceptualizing and recommending the implementation of a procedure, which enabled her colleagues to be able to log out for an entire day in order to complete renewal call ups and meet the deadlines given. This initiative allowed SGI to achieve a 92% Retention Ratio over the target of 85%.
Barbados
Tameisha Grant
Contributor of the Year - Nominee
Tameisha would have contributed $858,638.32 in gross written premium for the 2020 period, which was over her adjusted individual target of $400,000.00, which represented 115% over her individual target. This premium was achieved mainly from individual direct customers, along with a large account which she managed to attain through her negotiating skills. Tameisha’s contribution represented 20% of the overall converted premium by the team. Her contribution resulted in the team achieving a gross written premium of $4,345,100.31. In addition to attaining the most gross written premium, she also had the highest policy count of 375 new business policies within the retail team. In our 2020 Sales Promotion, Tameisha claimed the award for the Most Homeowners gross written premium of $47,205.17 from 15 policies for the period September to December. She also won most Gross Written Premium for the month of September with a premium of $80,066.34. Tameisha listens to the feedback from our clients and communicates the concerns along with suggestions on ways we may be able to resolve the concerns raised. In addition, she follows through by asking for updates to ensure both parties can come to an amicable solution. She made sure that service is provided from the beginning to the end, resulting in walk in clients receiving their policy under the immediate distribution process or the policy service department would receive the documentation in enough time to comply with the stipulate deadline of thirty days. At the end of the year, Tameisha successfully submitted all her 2020 new business policies to the Policy Service department for processing. She also attacked the policy amendments with the same vigor making sure the customers received their endorsements.
Barbados
Valerie Hoyte
Contributor of the Year - Nominee
Valerie works hard and does so with a bright smile and pleasant manner. I have never heard of her having conflict with anyone and is always quick to participate in any initiatives within the organization. The change in Senior Management saw a greater focus on the ageing of Accounts Receivables. To this end there was a revision of the Credit policy with emphasis being placed on keeping the Accounts receivables over 90 days at as minimum a level as possible. This was a monumental task as receivables faced many challenges including the economic downturn, competition from other Companies and Brokers offering cheaper premiums and a culture which was overly flexible. Initially Valerie had responsibility for the Broad Street Direct Receivables and always worked diligently to keep the account current and clean. We added the Collymore Rock Direct account to her in addition to the Broad street Account and even though Valerie was a little daunted at first as the accounts had been neglected and was much larger than her assigned Broad Street account, she set out to do the best job possible. Our goal was to get the receivables over 90 days to 20% of the account to meet, 15% to exceed and 5% as exceptional. At April 2018 our over 90 days for the Direct Account stood at 43%. As at the 31st December 2020, Valerie ‘s assigned receivables for the over 90 days stood at 0% giving Valerie an exceptional rating for this goal which has not been achieved by any other Credit officer in recent years. This could only be achieved through dedication and commitment and this has earned her spotlight awards for the months of January, October, and December 2020.
St. Lucia
Caroline Springer
Contributor of the Year - Nominee
Caroline prides herself in being very meticulous with every task she is presented with and ensuring that a high quality of work is always produced. She always asks questions to ensure all bases are covered and to ensure tasks are satisfactorily achieved. Caroline was the 3rd largest producer by premium volume for the year 2020 and is the largest producer for the year 2020 in Saint Lucia. Whether working from home or from the office Caroline, does not hesitate to put In the extra hours to ensure promises made regarding the delivery of documents or any other requests to client are kept. Caroline sees herself as the mother of the office, assisting team members once called upon and especially works well with her fellow underwriting team members towards the successful completion of tasks.
Antigua
Deirdre George
Contributor of the Year - Nominee
Deirdre’s performance has been exceptional. She carried out several duties in a professional and efficient manner, completing her tasks regardless of the workload. She has made a tremendous difference by being and amazing teacher. She was patient and never hesitated to slow down or repeat. This also relates to how she interacts with customers, leaving a lasting positive impression of Sagicor. Deirdre goes above and beyond by producing quality work under pressure and going to great lengths to ensure completion and efficiency. These are so many times that I would remind her that its lunch time, but she would always put work first. She is the employee who would spend hours on the phone with a customer until a problem is solved.
St. Lucia
Furnella Isidore
Contributor of the Year - Nominee
Furnella is a dedicated worker that is always willing to put her customers first, always readily available to provide the best service and creating great a good rapport with customers. Customers gravitate to her because of her friendliness and personality. They always seem happy and satisfied when leaving the office. she has even come in while on vacation to do business for a customer. Furnella has been the only individual being recognized for the past 3 years for putting in more policies in the system; more than Barbados and Antigua combined. She aids team members when needed and is always punctual and present at work.
Antigua
Jescintta Canoville
Contributor of the Year - Nominee
Her performance in 2020 was outstanding. Very professional with internal and external customers. Always willing to assist in all areas. Her total for 2020 - $531,427.74 (212 new business policies keyed). Jessy made a difference by always leading by example and living the SGI standards while encouraging her colleagues to do the same. She stays late to push work as well as work on weekends. Jessy’s work is very accurate and precise. She notes everything on the file so anyone can pick up the file and continue. While working from home other members of the Underwriting team were having internet issues and Jessy dealt with the customers and never complained. Despite the additional work load she met all her deadlines.
Trinidad and Tobago
Cherisse Pierre
Contributor of the year - Nominee
Cherisse’s performance exemplifies our cultural standards. She is always willing to help anyone in her team and her definition of team seems to be any and everyone relating to SAGICOR. For the period September to December she has been assigned to the St. Augustine Branch and is always willing to help her teammates in that branch, and assists the underwriting staff where she can yet manages her assigned claims workload without complaint. She handles her clients expeditiously and is always accountable for the promises made. Cherisse is always willing to assist anyone requesting assistance. She does not seem to know how to say NO! Since Cherisse does not like to see customers waiting for any period of time, if the underwriting staff at St. Augustine Branch are occupied, Cherisse will assist be contacting other branches in an effort to obtain quotes or any other assistance required. This allows for clients to receive prompt service, thus improving our NPS. Cherisse is currently pursuing her MBA Cherisse volunteered to work from the St. Augustine Branch to assist the underwriting department with their daily operations since they were short staffed whilst maintaining her claims portfolio. Cherisse was also able to close 237 of 346 new claims representing 69%, exceeding target for current year claims. For prior year claims she was able close 64 of 130 representing 75%, yet again exceeding her target.
Trinidad and Tobago
Jessica Nirgoon
Contributor of the Year - Nominee
Jessica is one employee who I can depend on without making a second call, she is diligent, trust worth, reliable and hardworking, All claims goes to Jessica on a daily basis, she is responsible for sorting, and distributing between herself and the other processors for actioning, appointing adjusters, writing insured, updating GIMS and scanning of documents. Jessica continues to demonstrate her willingness and eagerness to learn and grow within the organization, as she maintains and developed new relationships with Agents, Brokers and Advisers on a daily basis building a rapport. She understands the importance of displaying service excellence at all time and how it can negatively affect our business and claims Metric. Jessica, successfully attaining the State licensing general Insurance certificate, she has since expressed, that she gained so much knowledge and has a better understanding of how general insurance works, improving herself both professional and personally. Jessica has excelled in so many ways, from compiling claims report for new claims, volunteering to return to work, dealt with front line claims, held on for claims receptions, assisted with seeing customers, explaining the claims process/documentations, scanning of all incoming mails to various claims officers on a daily basis, sorting of all claims for distributions and processing, receiving several virtual shout outs and spot awards for her exemplary performance noticed by many of her team members, assisting with packing of office supplies, equipment’s etc.
Trinidad and Tobago
Kira-Ann Alexander
Contributor of the Year - Nominee
Kira’s overall performance has been exceptionally well. She goes beyond the call of duty by assisting in the Underwriting, Human Resource, Management Team and Claims Department. She was very instrumental in the move from SVS to SFC in 2020 helping each department organize for the move, her contributions at that time were above and beyond the call of duty. She worked on weekends and late hours during the week to ensure the move was completed by the deadline (I got roped in one day I was in office, left SVS close to 8 pm). As most of the staff is assigned to work from home, she is one of the individuals chosen to work from the office, we, the Broker team, always rely on her to render her assistance in office to ensure delivery of documents to Brokers. Kira in her short time here has formed relationships with all staff members (SGI & SLI). She filled in for the claims receptionist from May 2020 to October 2020 as staff members worked from home due to Covid Kira also held on during lunch for SLI receptionist as needed during last year. She also assisted with requests made from the Broker team and ensured documents are prepared and ready for collection by the brokers. She has the ability to fit into any job and excel. Kira would also assist the processing team to ensure all work is processed at the end of the month. Kira has successfully completed the State Licensing Exam in 2020 which provides her with a better understanding of the insurance industry. She also patriciates in lunch and learn session that Mr. Mc Knight holds which explains the different policies that SGI offers.
Trinidad and Tobago
Leibha Ross
Contributor of the Year - Nominee
Leibha has been an exemplary employee in all areas of her job functions. Apart from being the main cashier based in office at San Fernando branch, she also shares in the receipting function of online and credit card payments done through the online banking portal. In addition, Leibha has a receivables portfolio which is managed and controlled by her. Forming part of her duties, she is required to prepare and send statements, after which stringent follow up for payment is mandatory followed by cancellations if not collected. This is with keeping in line with the company’s goals for receivables. She is also required to keep unallocated cash for her producers to a minimum. SGI’s minimum requirement for receivables at year end is 12% of GWP while unallocated cash is 1%. Leibha provides excellent customer service both to external customers and those directly within the company. She takes accountability for every aspect of her job as well as all projects handed to her which she delivers with a sense of urgency. She responds to all queries in a timely manner, follow up and remind underwriters on the expiration of approved credit, assist her teammates and is always ready to lend a helping hand. She extends herself beyond office hours to help customers by investigating and responding to queries etc. Given her frontline job and based at the office every day, Leibha goes beyond the call of duty when dealing with walk in customers and producers alike. On several occasions, when there were no available resources to collect cheques from producers in San Fernando, she took it upon herself to drive to the locations of the producers, collect the cheques and then head to the bank to make deposits – all the time waiting in very long lines in the scorching hot sun. She still does it up to present time.
Trinidad and Tobago
Loverne Gonzalez
Contributor of the Year - Nominee
In early 2020, Q1 Loverne worked on an archiving project for South claims, archiving approximately 1k files, bar coding for storage at Access. On a monthly basis Loverne will assist subrogation with the collections of cheques from Capital Insurance. During the process for WFH she made significant arrangements for her team members to have the necessary office equipment’s, chairs, date cables, stationary supplies etc., to work comfortable from home, she kept in constant contact ensuring their safety during the pandemic. Loverne worked on a project called GIMS Hardware upgrade project, testing of claims files being transferred to a new server, which entails working long hours and testing on weekend. Early August Loverne made herself available to train a new staff member, proving the training of general Insurance and training on GIMS. During the return to work period there were no claims officer in office due to her team members being ill, Loverne knowing that she has co-morbidities conditions and she volunteered to come in office to ensure that there were no back log of claims, assisting by processing payments, appointing adjusters, making settlement offers, and keying of new claims, knowing that she was at risk, in my humble views she went beyond the call of duty for her team members. In October when Marissa Pacheco fell, Loverne made sure Marissa was fully taken care of, transporting her to the medical intuition, remained with her through the various tests.
Trinidad and Tobago
Petunia Bernard
Contributor of the Year - Nominee
Petunia is a member of the Premium Processing Unit (PPU) and functions as a Processing Clerk. She was formerly a typist and joined the PPU after her work ethic showed great promise. She proved to be a very quick learner as she became familiar with the vitals of processing documents and was soon completing tasks at commendable speeds with minimal to zero errors. These traits are still present, as she would be highly requested to complete New Business policies and fleets that were deemed to be ‘urgent.’ These traits continued during the year even when the ‘work from home’ initiative was implemented. Her admirable work ethics led to her being selected to be a part of two Unbilled projects which began in October 2020. This involved going through remittances and processing work to allow the Accounts Department to allocate as necessary. She was able to complete these projects as well as assist the PPU with processing documents outside of her working hours. Petunia definitely lived up SGI’s standards as she went beyond the call of duty ensuring service excellence both internally and externally. Pet; as she is fondly called, can be described as a very independent employee who will make informed decisions on her own. This level of accountability results in less back and forth and work being able to be completed in faster turn around times. She ‘puts in the work’ and can often be found burning the midnight oil by working until the system ‘goes down.’ She takes this initiative without being asked just to ensure that the work is completed. She is also able to efficiently function in any of her former duties and can sometimes be found standing in for employees by sorting & dispatching notices as well as manually typing policy documents.
Trinidad and Tobago
Sonia Gadar
Contributor of the Year - Nominee
Sonia had some challenges adapting with the “new normal” with working from home, as she has two (2) young children who also had to adapt to virtual classes. Ms. Gadar ensures that no aspect of her work was neglected within the processing team. She started work at 7am and would go after hours ensuring that all claims were opened and entered. For the 2020 period she keyed 317 claims, 99 being Subrogation claims for and against, 218 representing various motor and non-motor claims, she assisted as a backup when her team members were out of office on vacation, sick leave etc. Sonia assisted as a backup when her team members were unavailable, she is always willing to assist and eager to learn and expand her knowledge. She provides excellent customer service to both internal and external customers always making sure the customer is provided with all the information required. Sonia excels as a team member as she exemplifies the cultural standards. She shows the level of urgency needed going above and beyond. She is always willing to assist and that is something that stands out. Her attitude is always pleasant, and she is always pushing her team members to excel and strive for better. Being part of the team and showing the team spirit needed to work in the claims environment is of high importance to Sonia and it shows the level of integrity that she has. Sonia has been a great asset to the team and has significantly made a positive contribution to the Claims department.
Barbados
Michael Francis
Rookie of the Year - Nominee
Michael joined the company in September of 2020 as a Temporary Accounting Assistant to assist the department during a time when the demand for an additional assistant was vital. Having had some experience within the insurance industry, Michael applied himself well, learnt quickly and managed to consistently produce excellent work. He remained focused and sought help whenever needed as he realized this ultimately expanded his learning base and understanding of his role. As time grew, Michael displayed an admirable work ethic in the preparation of the St. Lucia and Dominica Bank Reconciliations with hardly any errors and he readily grasped the concepts and ability to accurately interpret the information contained in GIMS. In December however as fate would have it, Michael was involved in a tragic car accident which trapped him in his car and left him temporarily clinging for life. After experiencing such a distressing and life changing experience, he expressed his gratitude to all who kept him in their prayers and assisted with his recovery. Michael was back like he had never left, jumping into his first-year end audit in January 2021 with the company and assisting however he could. Michael’s dedication is unmatched and his enthusiasm unwavering, and it is for this reason that we believe he is very deserving of this award. He is a dedicated employee who consistently gives of his best every day and is a key team player. Michael’s hard work, service excellence and commitment to the accounts department and by extension, the company led to a subsequent promotion to his new position of Accounting Assistant with effect from March 2021. We wish to applaud Michael for his efforts, and we see this award a very fitting reward for such.
Barbados
Kirklan Green
Rookie of the Year - Nominee
During 2020, Kirklan managed to review approx. 3500 sub claims and provided reserve releases of approx. $1m (gross). This outstanding feat speaks for itself and shows his determination to consistently deliver at a high level. Positivity is his most recognizable trait, and this is often demonstrated during any interaction with Kirklan. His personality can be described as “always willing” and further compounded by his ability to produce when faced with a difficult challenge. Kirklan embraces the team as much as the team embraces him. Professional and highly efficient are the common words people use to describe their encounters with him. Joseph Maxwell and Najah Arlain have praised and welcomed his demeanor and ability to respond with outstanding speed. I look forward to seeing this high performer grow within our organization while continuing to champion the SGI culture. Kirklan was given a leadership role and he transitioned into this function with skill and enthusiasm. He is knowledgeable and quick-thinking and uses these skills to help coach his team members in many areas. Kirklan mentored his direct reports with care and a patient attitude and he often took the time to give guidance to even those outside of his direct responsibility. He has shown himself to be trustworthy and dependable and worked with minimal supervision. He consistently operated at a high standard and delivered on his tasks even in difficult situations. Kirklan truly is an asset to our team and organization and he has brought added value with his productivity and positive outlook.
Antigua
Angelica Carr
Rookie of the Year - Nominee
Angelica brings inspiration to the team; she listens and loves to give virtual hugs when one of the team members is feeling down. She produces a good amount of high-quality work and inspires others to do the same and is always willing to help at any time. She tends to take initiative and loves to show how we should work smarter and not harder. She always completes deadlines in a timely manner. For of her inspiration and initiative, she has embraced the SGI Culture of Teamwork, service excellence, urgency, integrity, and accountability.
Antigua
Villacy Clendenen
Rookie of the Year - Nominee
Villacy joined the team in 2020. She is always willing to help. She is warm and friendly and gives excellent customer service to our internal and external customers. She was given the task of coordinating the International Coastal Beach Clean-up in October 2020. She was very excited and enthusiastic. She discussed it with the SGI & SLI teams, created flyers, coordinated the shirts and the refreshments. She was very hands-on during the clean-up while constantly reminding us about the COVID protocols. Villacy is always ready for engagement activities and always encourages the team to participate. She assisted with the Independence and Christmas decorations. Villacy always has a smile on her face is a welcomed breath of fresh air. Her eagerness to get any task that is given to her, she usually goes above and beyond, if she has to use her lunch hour to visit the city to get decorations or make sure shirts are printed it is never a problem. She tends to take initiative and loves to show how we should work smarter and not harder. She always completes deadlines in a timely manner. Villacy is full of creative ideas and always shares with the team to get them to participate in various activities. She lives the SGI Culture Standards of integrity, service excellence, teamwork, accountability urgency. Villacy is true to what we said in our culture map: Work together to increase the odds of winning together. #ECALLIN
Trinidad and Tobago
Kennisha Moore
Rookie of the Year - Nominee
If I have two words to describe Kennisha I will say Service Excellence. Kennisha joined finance department at Sagicor General in September 2019 as an accounting assistant on contract. She was mainly responsible for updating payment details and maintaining a supplier database. Such a valued member of the finance team at that early stage, she was subsequently offered a permanent position where her duties somewhat changed to include bank reconciliation, premium tax report, journal preparation and its associate data entry and relief cashier. Included with the above functions, Kennisha is also presently the main cashier at Sagicor Financial Centre performing cashing duties for both Sagicor General and Sagicor Life where she interfaces with staff, advisors, brokers, agents and direct customers. From day one, Kennisha jumped right into her job and delivered on expectations. She is a true Sagicorian displaying all the attributes of our cultural standards. Her urgency, accountability and integrity are widely displayed throughout her roles especially being prior relief cashier and now fulltime main cashier. She treats every person with the same level of importance, as she makes the time to process every transaction for the day even if she has to work late to get her job done. She is a very committed team player and even though she has a hectic daily schedule she still finds the time to give a helping hand to her teammates when required. She extends herself beyond the call of duty to investigate queries and to find solutions in her daily tasks. Some of her most admirable characteristics are her calm, gentle and mature disposition at all times. Kenn will be having a bad day and no one will ever know. Her quiet sense of humor and soothing personality makes her a joy to be around.
Trinidad and Tobago
Kira-Ann Alexander
Rookie of the Year - Nominee
Ms. Alexander was hired as a temporary administrative assistant September 2019 for six months. Through her hard work and dedication, thereafter she was confirmed as a permanent staff member after the six-month period. From the get-go she took great pride in duties, diligently working to the best of her capacity, she’s committed and dedicated to delivering beyond the call of her duties. On our return to work from home, KiraAnn volunteered to return to office, due to claims being short, I worked alongside with her when she relieved Marissa Pacheco at claims front desk. Kira-Ann filled the roll as if it was meant for her, understanding the claims process, confidently advising clients accordingly. Kira-Ann worked alongside Jenny Reyes to ensuing that building was properly sanitize/suited to work due covid-19. She Sorted the PEP and distributing face mask, hand sanitizes to outer branches, front liners who returned to work, agents and agencies. Kira-Ann also assisted with distribution of agents/agencies with the collection of their prizes for 2019 awards and the capturing of their photos on collection. During relocating from SGI – St Vincent Street location to the Sagicor Financial Center Kira-Ann played an important during the move, she worked long hours and, on the weekends, to assist with packing of files, office equipment/supplies for various departments. All this was done, without any interruptions of her work. Kira has more than lived the elements of SGI Cultural Standards – Service Excellence, Integrity, Teamwork, Urgency and Accountability, I am happy to nominate Kira-Ann Alexander as my Rookie of the Year for 2020. Her exemplary work ethic has not only significantly contributed to Sagicor’s culture but seeks to improve it by encouraging employees to go above and beyond the call of duty. She helps the Underwriting, HR and Claims department; as well as our executive assistant Jenny Reyes.
Trinidad and Tobago
Leona Low
Rookie of the Year - Nominee
We nominate Leona Low because she embodies Sagicor’s core standards and displays this in her everyday activities and functions. She is a true team player and is a striving example of how we should all aim to perform. Leona consummates professionalism in all her administrative duties and then goes above and beyond our expectations to support our Team, our customers and our mission, she displays what a true Team player is. She is always pleasant when dealing with both internal and external customers. Every promise she makes she goes beyond herself to make sure she delivers. She is the true definition of Service excellence and I am honored to be her coworker. She demonstrates urgency by being proactive to ensure her task are completed in a timely manner. She prioritizes and provides speedy responses both in house and to our clients all while delivering excellent customer service. Her mannerisms are super professional, she does not indulge in idle gossip and embraces the Sagicor culture, she lives our cultural standards: Service – no customer goes unanswered; she jumps hoops to make sure all is done. Integrity – she is super professional and treats all matters as confidential, she is our bond person Trust – I can close my eyes and sign a document that Leona prepares, literally Urgency – This is what she is great at, she is quick and does not stick Accountability – She is aware of all her functions and never hesitates to do things by the book and always seeks clarity if not sure, she always asks questions to keep informed of any tasks given and just run without us having to check back to see if things are done, we can count on her.
Trinidad and Tobago
Mariah Alexis
Rookie of the Year - Nominee
Mariah started with the company in August 2020 and became permanent in November 2020. Immediately, she assisted in cleaning up a former colleague’s files, by reviewing and identifying what needed to be put on the system and attached, opened, closed or filed accordingly. Taking the initiative has always been one of her skills. She has displayed the ability to assist with colleagues’ claims in their absence and has been doing so since she started. In the beginning she was dealing with windscreen claims. She then took the initiative to ask for more tasks in the early stages of her employment in the company as she saw a need for greater assistance of her team and has been rising to the occasion to be an avid team player ever since. She displays great customer service with a tactful and calming demeanor when dealing with clients who may have issues and has become well known for ability to diffuse hostile situations with clients. Her attitude towards her job and colleagues is positive, upbeat and refreshing and she regularly transfers this to the clients, service providers and third parties. This has a major impact on our internal and external customer service. Mariah’s helpfulness has enabled the team to operate more efficiently and has greatly assisted with our customer service with the clients and service providers. She operates with urgency. When one of her colleagues was on unexpected leave for over a month, Mariah rose to the occasion and assisted her colleague who works from home with any claims that arose. She scans and uploads documents to assist with at-home staff and has been doing so successfully since the beginning of her tenure. She continues to display service excellence daily.
Trinidad and Tobago
Rameshwar Mahadeo
Rookie of the Year - Nominee
In the first few months, Rameshwar has blazed a trail to success. Even though this employee was new to the industry and unfamiliar with the many reporting and functionality challenges with the general insurance system, he was undeterred. In the first few months he: 1. Built strong relationships with brokers 2. Reduced his target for receivables of 12% of GWP to 9% 3. Always meets his deadlines beforehand. He achieved this with a positive attitude, constant focus and just the right degree of assertiveness. He is a true team player who is always willing to lend a helping hand to his colleagues, even when he himself was stretched by many deadlines. He also participated in all of the Marketing relief programmes within the past year.
Trinidad and Tobago
Shelly Ann Joseph
Rookie of the Year - Nominee
Within a month Shelly was assigned her portfolio and established relationships with the Brokers, Agents, Advisors, Underwriting and Accounts department. She also assisted team members with settlement of claims and helping with walk-in customers. Shelly successfully obtained her State Licensing General Certificate December 2020 which increased her knowledge of insurance and she was able to apply this to her everyday routine. In addition to performing her job at an exemplary level, Shelly displays a positive attitude towards her team, she is reliable and performs consistently. Even while working with our new work from home norm and dealing with her three (3) young children, I can always call Shelly for assistance especially with non-motor claims and she is always willing to help. Shelly has brought her experience, knowledge and determination into the claim department. She was able to adjust and adapt to her new work from home office maintaining her full-time job and having three (3) young kids at home with online schooling, Shelly made this look easy! When new claims were entered, Shelly took her notes, ensuring she did her follow ups, updating her clients when needed to maintain good customer service. Shelly accomplish all her task given and was accountable for all her claims. Shelly has integrated well with SGI staff both professionally and socially. She is always ready to serve and assist anyone from Claims, Underwriting and outer branches. There was occasion when her colleagues will be out of office and she will assist in the background, processing and advising customers ensuring the service were upheld demonstrating service excellence, teamwork, urgency, integrity and most of all accountability for her actions. I take pleasure in nominating Shelly Ann Joseph as she signifies and displays SGI cultural standards embracing the new norm with a smile despite her
Jeneen Jagessar
Rookie of the Year - Nominee
Jeneen has displayed an outstanding job performance during her short time here at Sagicor. Initially she was placed in the Alyce Glen office to work solely by herself and managed to stay on top of all her task without supervision at said location. She continuously assisted her peers and management with various projects throughout her time all while managing her day to day responsibilities and consistently delivering exemplary customer service to all clients and advisors. She took initiative and joined different company activities such as Project Uplift. She was then instructed she will be the sole person to process all the Sagicor Life payments brought in by advisors. She once again took this in stride and learned quickly the processing procedures for Sagicor Life. Jeneen emulates Service Excellence, I’ve seen her interact with both external and internal customers including myself and I’m always pleased. I’ve seen her go out her way to make sure that she over delivers on the promises she makes and that’s very exemplary. She has also been Team oriented and have played a key part of our team especially during the pandemic. Though she has been the team member who has been moved around the most she has shown how adaptive she is never faltering or negating her responsibilities as team member. She is always willing to assist and is always mindful of how best we can improve as team. She is also usually the first to respond on emails, she gets what needs to be done immediately without fault, she does her work efficiently and effectively displaying Urgency. From working with Jeneen, I have recognized that she operates with the utmost Integrity in keeping with the Core Values of Sagicor. She is honest in all her dealings with all internal and external clients.
Barbados
Elizabeth Stoute-Brathwaite
Spirit Manager of the Year - Nominee
At the beginning of 2020, Liz completed her Financial Reporting deadline timetable for the monthly reporting for the year. The department was thrown a curve ball as the deadline dates for the quarterly reporting were moved up significantly and the Finance team had to re-adjust. Liz is always the last cog in the wheel as her task is to provide the completed financial reports and once that date was set, there was no turning back. Liz, a tough cookie when it comes to meeting deadlines was on a mission that, tough as it was, the deadlines ultimately had to be met. Her approach to the Audit is one of ensuring that the team is held accountable for meeting the timelines set for providing information. There is always a push to follow up outstanding items on the Audit list and to ensure that they are resolved and removed from the list in a timely manner. She takes great pride in knowing that her list is clear and that the Auditors are not waiting on her or anyone else in the Finance Department. During the Covid-19 lockdown season, the payment of online claims has been one of the transformative things that was undertaken. To maintain service levels, the claims had to be checked and authorized, sometimes as many as 50 at a time. Liz has been a real trooper in this regard as many nights there was a sprint to get those claims authorized as well as the other payments to the banks which would time out by midnight. This level of dedication assisted the company in the great NPS we received in 2020 as there was no delay in payments especially of claims for customers.
Barbados
Judy Harper-Reid
Spirit Manager of the Year - Nominee
All the projects Judy managed for 2020 were part of major changes within the organization that either made work easier for the employees or easier for the customers to access our products/services. In 2020, Judy was involved in four (4) major projects which are detailed below • • • •
Renewal Clone Feature Upgrade of GIMS Hardware systems Sagicor One Cashiering Project Renewal Automation
Judy has an impeccable attendance record which makes her dependable. She is always available any day of the week at any time. Most of these projects are done on weekends, holidays or late nights after the system has shut down. Even our end of year process Judy takes her personal time to ensure each step of the multi-day process is managed and completed accurately. She is the human alarm clock for the various operators that are also involved in this process.
Barbados
Leo Watson
Spirit Manager of the Year - Nominee
Leo is humble yet courageous; he is wise but also a visionary. These qualities served us well during 2020, a year of great uncertainty and change, but also a year of immense growth for our department under Leo’s leadership and guidance. In stepped Covid-19 attempting to throw us off our game and focus. It was not successful because we had a leader in Leo Watson who was very agile, quick thinking and quick to act. He was instrumental in coordinating all the moving parts to our plan and ensured that we seamlessly became a full service unit from our individual homes. One of the major tasks which he spearheaded was our transition from claim payments via cheques to making direct electronic transfers. With the help of his team, Leo formulated a new structure for our department. The new structure caused us to realize a higher level of productivity amongst our unit by allowing for greater supervision and coaching. It also increased the level of empowerment within the team and improved the engagement intensity of our team members. The results? We surpassed our targets for 2020 and enjoyed doing so under the guidance of our leader. Leo is very customer centric and his commitment to our organization shows. These two attributes have been a positive influence on his team. His belief that service excellence is key to our success impacts his decision-making regarding policy and day to day activities and he has transferred this philosophy to his team, positively influencing the way that we relate to our internal and external stakeholders. This momentum was sustained and increased throughout the year and resulted in the improvement of our customer related scores for 2020.
Barbados
Paula Walcott
Spirit Manager of the Year - Nominee
Despite the global challenges of 2020, SGI was able to thrive. This was not by accident, nor was it coincidental. In our company, Paula has been the ardent advocate, the beacon, and the champion for cultural transformation. She has been instrumental in shaping an SGI where employees are inspired and engaged, an SGI where employees know that they have a voice and an SGI where employees feel cared for and appreciated. In Q1 2020, despite a pandemic and despite recently concluding a restructuring exercise, SGI was able to record its first ever positive eNPS score, with Barbados recording a 194% increase as compared to the previous quarter, Q4 2019. Paula’s commitment and tenacity towards putting people first and prioritizing engagement was further vindicated as the year went on, with Barbados recording an eNPS of 41% in Q4 2020, an increase of 328% in comparison to Q4 2019. For her commitment to excellence and willingness to go above and beyond, her inspirational and inclusive leadership, her availability and for her significant contributions, we are happy to nominate Paula for Manager of the Year 2020. Below is a high-level list of some of the critical areas to which her efforts were directed and in which she excelled: • Managing the Covid-19 crisis and the transition to work-from-home. • Managing the 2020 restructure and in particular, the measures that were put in place for the affected teams. • Ensuring that our team was connected, even though we were physically separated, inclusive of various engagement and recognition activities. • The prioritization of holistic well-being and in particular mental health. • Continuous reinforcement of the importance of good leadership and her counsel and support to leaders in modeling the right behaviors and creating opportunities for teams to thrive. • Living our vision of “Improving the lives of people in the communities in which we operate”. • Driving and embracing the One Sagicor initiative and for ensuring that SGI’s voice is a is not lost at the group level.
Barbados
Sherida Henry
Spirit Manager of the Year - Nominee
The year 2020 was a challenging one where our work environment changed to working remotely. It was during this time of uncertainty that Sherida was really truly appreciated. She adapted to this change well and ensured that we did too. This conscientious young lady achieved this feat by not only maintaining open lines of communication but also, constantly engaging us, her staff, to ensure that we were adopting to our new schedules and expectations as seamlessly as possible. Sherida was instrumental in bringing the team together to collaboratively establish novel ways of doing things. It was through these brainstorming activities that we birthed an electronic filing system. Having such a system redounded to the continued efficient and effective functioning of the GL department. We were able to convert documents into PDF form and attach signatures electronically. While this may seem like a minor thing it was quite new to many of us. These are just two examples of the many we could share as to the stellar work ethic of Sherida. Additionally, our supervisor has initiated the team’s preparation for, and participation in, extra- work activities such as the Beach cleanup, Games night. Her initiatives did not stop there but extended further to include a prayer session for a team member who was involved in a vehicular accident. More importantly, our Team Leader, Sherida, has a very pleasant personality: she is approachable, accommodating and a very encouraging person. Possessing of such amiable character traits creates the perfect work environment for us as a team and it is for these reasons that we, the members of this stalwart team, believe that our supervisor is the perfect candidate of this award.
Antigua
Keith Herbert
Spirit Manager of the Year - Nominee
Keith has participated in EC Community outreach initiatives in the past, for example the beach clean-up held last October 2020 and is always willing to play an active role in giving back to the less fortunate and upholding the company’s corporate social responsibility. He also takes a genuine interest in the wellbeing of his team members and works hard to ensure that the SGI EC offices reach their fullest potential. Keith has excellent interpersonal skills and liaises with all team members - always willing to provide a listening ear with the aim of providing solutions or allowing team members to utilize their initiative to resolve problems identified. He actively encourages the empowerment of his team members throughout the EC and works tirelessly to allow the EC to run at levels where the targets of all departments are being maintained.
St. Lucia
Deborah Raoul
Spirit Manager of the Year - Nominee
From the onset, Deborah made her intentions clear as one of her major goals to move the company in more of a positive direction by increasing Sagicor General’s portfolio on the market. She is doing so by strengthening broker ties in which we have seen increased business opportunities including those of the Sagicor agents which has been very fruitful thus far. For direct business, given her knowledge and experience in the industry, she has been able to maintain Sagicor’s current clientele. • Deborah has made her office our safe space. Whatever the issue or problem, she remains committed to having a listening ear for staff members and would also ask and consider our contributions whatever the task ahead maybe. In doing so, she has made the work environment comfortable enough to where staff members can perform to the best of their ability. • Deborah has a personality like no other. It is very inviting and exhibits what a true leader ought to be. Tasks are not just delegated; she would also assist where necessary to see that it is done and done well. • Giving the best customer service is what Deborah strives to do daily and has been committed to doing just that. You would often find the customers and brokers comment on how easy going and polite she is and that is commendable. • Her quality and high level of work shows that she is maintaining the SGI brand. • Deborah is a leader that we should all look up too. She best exemplifies the true meaning of a team player and engages staff in activities which promotes team building and operating as one unit as opposed to individually.
Trinidad and Tobago
Garvin Ali
Spirit Manager of the Year - Nominee
Garvin upholds what a true Sagicorian is by living up to the cultural standards daily. Garvin tweaked the Claims Metric guidelines to ensure we deliver to our customers the best service they can get by. ACH Authorization form – he created an Authorization form to capture the claimant’s required banking information to facilitate online payments as Sagicor aims to go paperless. Garvin was very instrumental with the relocating to SFC especially with the file room, 2 months before he put things in place for Elisha to start achieving the non motor claim files and to start boxing claims for relocation, he assisted after work hours with packing of files, office equipment, desk chairs, sorting of damage chairs to distribute to staff. Despite the challenges of 2020 Garvin had a very eventful year. He was able to complete one of his projects the Claims bank, through various meetings with ATTIC and Research and Development on capturing the relevant date to get the project off the ground, thereafter, giving access to key individuals within the Insurance Operation team in late October, claims bank can be used to identify and or verify claims history and fraudulent claims when quoting or reviewing policies. Another successful project completed, Dispute Resolution Foundation (DRF) to be launched in 2021. I believe due to Garvin continuous efforts of coaching, guiding, supporting and mentoring his team members, he motivates his team by demonstrating excellent work ethic and values, to achieve his desired results in customer service, I strongly believe Garvin and his team members contributed significantly to the increase the NPS score.
Trinidad and Tobago
Wendy Cadiz-Clarke
Spirit Manager of the Year - Nominee
With the onset of Covid-19 in 2020, which brought about great fear and uncertainty – Wendy was very instrumental in developing and implementing a receipting procedure to manage the online/electronic payment facilities extended to clients, within 1 week and transitioned the cashiers to be fully operationalized to accept and receipt credit card payments at their homes on the very 1st day of WFH. She was also instrumental in establishing and implementing a set procedure to manage the online payment facility as we transition during the WFH period from preparing cheques (as it would not have been practical) to settling claims, refunds and general expenses via Scotiabank online banking platform. At the very end of the 1st quarter, as we transitioned to WFH, Wendy was faced with less resources as a key member had resigned. So in addition to coping with the impact of Covid-19, Wendy was required to rally the other members of her unit which included a relatively ‘new’ member that required constant guidance, to continue to manage the various day to day demands as well as any ad-hoc that the ‘new’ normal brought about - which required her to be in constant contact with the VP Insurance Operations to arrange the deposit of funds collected from clients, agents and/or other insurance companies during the period of ‘full’ lock down so he can deposit at the bank. Wendy continuously goes beyond and above and extends herself to ensure any task at hand is always completed as required and provides the necessary coaching and mentoring to her team, which included two temporary resources during the period.
Barbados
Gemma Howell
Employee of the Year - Nominee
Gemma led the Call Centre team to convert $2,384,775.00 in new business from quotations given. This surpassed the adjusted 2020 target of $1,600,000.00, which represents a 49% increase over the target. Gemma continues to be proactive in finding solutions for her team and by extension team SGI. During Covid-19, Gemma Initiated and spearheaded the conversion of over 30 of the company’s proposal forms to Smart Forms, enabling electronic transactions for most risks to be facilitated. This was done by liaising with a member of the IT Team at SLI to have them convert the standard PDF online forms into fillable smart forms. This resulted in our client’s ability to complete the forms online and eliminate them having to print them and scan them back. These forms are used across the SGI Barbados Underwriting Department. She successfully managed the addition of Financial Advisor Portfolio Call Ups to the existing category of call ups conducted by her team. This was achieved by creating a spreadsheet and assigning the listings among staff members, who in turn contacted the clients and populated the spreadsheet with the feedback given. This was done to improve our retention on the portfolio. This was a success which resulted in the team achieving a 92% retention ratio for the Direct and Financial Advisor Portfolio in total versus the target of 85%. In addition, she transformed the functioning of the Financial Advisor Unit with the creation of an email box specifically to receive their requests. This has led to an upsurge in new business booked by the Advisors and has streamlined and improved the department service levels.
Barbados
Kareem Payne
Employee of the Year - Nominee
Kareem’s value to SGI is significant. His passion for high performance drives his approach to his role. He has made a direct impact on our ability to deliver important learning content without incurring additional costs for external facilitators. In 2020 SGI saved hundreds of thousands of dollars due to the internal development and delivery of learning content. Through his commitment to enabling a learning culture at SGI he has contributed to the improved eNPS and NPS scores obtained in 2020; this is a major contribution. Kareem proactively prepared for work from home in the following ways: • Recommended Zoom to SGI – Once it was determined that staff would be working remotely, Kareem conducted research to determine the best platform to meet our training needs. After settling on Zoom, he met with Chris Hadsock from our USA office to ensure that this will not be an issue from a security issue. • How to Work from Home Effectively Video – proactively began to conduct research around practices to adopt to work from home effectively. Created a video and shared with staff the first week of working remotely. He provided support in the development of the videos that were created to launch the claims portal and narrated both videos. He conducted Research and delivered workshop – “Managing Remote Teams – The SGI Edition”. The proactiveness resulted in cost savings for SGI. Kareem created two forms, the personal development form (PDP) and the development request form (DRF). The DRF was designed to build in accountability for requests for training and to assist in tracking training costs and budgeting. The PDP was created to push the creation of a learning culture and to give people leaders a tool which they can use for developmental coaching and feedback.
Barbados
Katrina Harris
Employee of the Year - Nominee
During Covid19 period for 2020 Katrina continued to be committed to assisting our external customers as well other departments within the Barbados Head office. This was achieved as she worked from at home as well working in the office when assigned to do so. All tasks or queries that were assigned to her from the Financial Advisor Unit, Accounts Department, The Direct Unit and the Agents in St. Lucia and Dominica, whether by emails or telephone were dealt with in a timely manner. Katrina was responsible for 29% of the total New Business figure for the entire EC. Katrina consistently assists with the keying in of business for both Dominica and St Lucia, whilst the average underwriter is responsible for the keying in of possible in one territory only. Despite her already heavy workload of underwriting for both Dominica and St. Lucia, Katrina never passes on an opportunity to assist a team member. On several occasions she has sacrificed her Saturdays to provide training which she always does very willingly and thoroughly.
Barbados
Kimberley Cox
Employee of the Year - Nominee
In 2020 the world witnessed an inimitable transformation which swiftly changed the way the world operated, Kimberley never missed a beat pivoting to adapt and create necessary initiatives to ensure her Customer Support team and Sagicor General could meet the needs of its internal and external customers. Kimberley successfully managed her team’s move to and from remote operations, ensuring they maintained optimal customer service levels during trying times. Kimberley led the Vulnerable Customer Call Ups and Outreach initiative to ensure our customers knew we remembered them and had their best interest at heart. She organized food hampers for some of our customers who suffered at the hands of Covid-19. She also led the development of the CX Pandemic Continuity Plan and updated the CX Business Continuity Plan, to ensure every team member would be catered to should the need arise; thus, the operation of the team would not be challenged and would maintain the success of Sagicor General. Kimberley also assisted with drafting responses for potential questions our customers would have during our Covid-19 work from home period to reduce the anxiety of our customers and address their concerns. She led various initiatives to improve and maintain our commitment to our team and customers through virtual mediums. Kimberley’s enthusiasm for the success of Sagicor General is evident in the way she executes every project or task assigned and continuously strive to secure the buy-in of our team to promote exceptional customer service. This speaks to her desired organizational goal where every team member is truly committed to SGI’s overall success goals as a unit; One team One Purpose.
Barbados
Miriam Harewood
Employee of the Year - Nominee
In March 2020 COVID -19 reached the shores of Barbados resulting in an island wide shut down and our sudden introduction to telecommuting now commonly referred to as “working from home”. With this transition came a whole new level of innovation as we grappled with what became known as “the new normal”. One of the areas heavily impacted because of this transition was our payments to clients, both for admin and claims as cheques were no longer a payment option. This is where the challenge came as Miriam then had to adapt and do so quickly through training to enable us to continue to efficiently service our clients. We transitioned from cheques to direct deposit in a short period of time and this then required Miriam to work closely with claims and underwriting to gather the required banking information to facilitate direct transfers to the client’s accounts. For admin clients this was a lot easier as these are more constant and would not require the level of change. However, imagine the set up for claims for hundreds of clients which require constant updating as most of them will not be reoccurring but in most instances be a one off. “During 2020 the Claims Department made a directional change towards facilitating claims settlements via electronic means. With this new method in play, Miriam commendably took up the challenge and tirelessly worked towards ensuring that the required funds were transferred accurately and timely. Her attitude was positive and encouraging as she consistently committed herself to going beyond the call of duty, working many weekends and late evenings to fulfill SGI’s promise to its customers. Miriam is a proven “one-woman army”. Her dedication and delivery have earned her an honorary place within the Claims Team.”
Barbados
Roseann Morris
Employee of the Year - Nominee
It is hard to believe that 2020 was Roseann’s “Rookie Year” as a Claims Officer. I personally sat in the interview process and her promising communicative and behavioral competencies were identified. Although her potential was noticed, I did not envisage Roseann’s grasping and dominance of the role in such a short time, nor did I anticipate such a significant impact to the Team and SGI’s customers. Roseann’s presence made an almost immediate impact towards the empathy and communication levels within the department, as she persistently challenged the team to target these specific areas during regular team huddles. Improved NPS resulted with special mention of an extraordinary score, 87.6, for the month of December. Given the nature and terrain accompanying Claims, it is expected and accepted that staff members of this business area will continuously encounter customers who display heightened emotional behaviors, which can be agonizingly difficult to manage at times. This is important to note so that you have a better appreciation of the magnitude of the accomplishment; that is to provide a WOW experience via the Claims channel. Roseann brought with her a disposition or demeanor that can be described as bubbly, positive, and infectious. And soon enough, without recognizing, she participated in Joint Accountability by influencing others within her team to raise their standards and deliver service which exceeded the customers’ expectations. During 2020, Roseann exhibited her commitment to the Team and to SGI customers by volunteering to handle some of the more difficult customers. She further led the way by capitalizing on any opportunities to provide guidance and coaching to her fellow team members on methods of managing difficult situations. It has been brought to my attention that other departments have noticed her outstanding qualities and have also sought her assistance with the handling of difficult customers.
Barbados
Shellyann McCarthy
Employee of the Year - Nominee
Shelly not just makes a difference in her community, but in the life of everyone she interacts with. Shelly embraces each team member as though the individual were the only team member; she has responsibility for. In addition, other own community outreach in her hometown, Shelly also ensures that community outreach is done quarterly in each EC territory. Encouraging the adoption of schools by the office, ensuring team members in the EC do their part in feeding the poor and ensuring we consistently invent ways to give back and to ensure those plans are carried through till the end. From day 1 of joining the Sagicor Family Shelly has consistently maintained Motivational Mondays for the EC - starting every Monday on a positive note by providing positive words, photos, or videos. Shelly represents the true meaning of the Sagicor Spirit. From the minute Sagicor’s job offer is accepted Shelly reinforces that the right decision was made. By providing guidance even before joining the company to ensure the transition from one job to the other is as seamless as possible. Shelly’s commitment to the HR vision and the corporate vision is testimony to the experience others have when interacting with her. In 2020 while people the world over could lament the lack of connectivity, although separated by water Shelly was able to make her presence felt in the EC. The impact this has had on new team members joining during a global pandemic yet feeling more connected to SGI than any other company they have worked for is a true demonstration of Shelly’s impact. I am proud to have her on my team and celebrate her contributions in 2020.
St. Lucia
Carra Cadette
Employee of the Year - Nominee
During those trying times, many families were affected because of the COVID-19 pandemic. Carra, along with the other team members of the SGI St. Lucia office came together and took personal funds to assist a family of three with two disabled children with grocery items for the Christmas season. I can assure that they were truly thankful. Carra prides herself in consistently producing high quality work within given deadlines. She is always willing to assist with any situation she becomes aware of, where her input can make a customer’s experience a more satisfactory one. Although her main duties are Accounts related Carra assists the Underwriting department with by issuing and printing all renewal notices on a Monthly basis. Carra is not one to sit idly by if she notices another team member in a tight spot. She is the definition of team spirit. Carra has shown much resilience and leadership during this past period which is very admirable. I can say that during the period where the St. Lucia office had no immediate manager due to the company reconstruction exercise, she has stepped up and really lead the office through that difficult time and had us operating with no interruptions. She kept doing so while continuing to perform her normal duties as the accounting assistant officer to the highest level. Carra is an excellent team member. She has been very helpful from my first day of joining the team. Her willingness to assist her fellow team members and to offer solutions to any challenge faced by one team member or the entire team is a trait that cannot go unnoticed. She prides herself on meeting deadlines and ensuring the standards of work presented are always above satisfaction.
St. Lucia
Najhea Arlain
Employee of the Year - Nominee
Najhea is always ready and willing to play an active role both in the preparation and execution of all charitable initiatives carried out by SGI. Najhea does not wait to be called upon to help for but always offers to help, once she is aware that SGI St Lucia has an upcoming event. She would then ensure that any task assigned to her is carried out in a timely manner and to the highest standard. She would also take the initiative of providing team members with gentle reminders regarding their allocation of duties to ensure the team works together to execute a seamless community outreach project. Najhea has been consistently prompt in the execution of her duties and has excellent interpersonal relations with all her team members. She never shies away from an opportunity to publicly highlight the positive contributions of her Fellow team members. As the lone ranger in St Lucia’s Claim’s department she prides herself in ensuring that all customers are dealt with to the highest level of service excellence and puts in the extra hours to ensure claims are promptly and accurately settled. She is currently pursuing her Certificate in Insurance with the Chartered Insurance Institute and as of February 2021 was promoted to Senior Claims Officer after joining the company roughly two years ago. If anyone is deserving of the Sagicor Spirit Award – Najhea most certainly is.
Trinidad and Tobago
Kernika Stewart-La Touche
Employee of the Year - Nominee
In the midst of the “new normal” and adjusting to what work and school life transformed into, Kernika always found a way to reach out to her colleagues and encourage them to push through and make every day count. I’m sure many “Sagicorians” both General & Life across all the territories in which we exist have heard about the dance break/party. This is one of the many suggestions Kernika has made to assist with the everyday struggles of the “new normal”. She also got involved in Project Kindness where she was able to work with a team to identify ways in which Sagicor employees can be engaged through trust and loyalty. This information would have been gathered through surveys and individual interviews which she was instrumental in completing. They also took this opportunity to educate their team mates on why some things are not “issues” simply procedures that the organization must follow. Her main role in this project was leadership/management of her group, she learnt how to assign tasks, manage the completion of the tasks and keep her team members motivated to achieve their targets. She was also the feature speaker in Talk Tank, a platform where she was able to connect to fellow SGI employees who silently in some instances continued to struggle with the “new normal”. She shared her experience and coping mechanisms to manage her new reality.
Trinidad and Tobago
Roslyn Ann Dennie
Employee of the Year - Nominee
Roslyn is an active member of the Cancer Society. She volunteers her time through various events and fund raisers on an annually basis. Roslyn actively helps a family within her community by donating groceries on a monthly basis as they need assistance. She also assists the family the said family by supplying fresh bread weekly (every Tuesday’s). Roslyn donates clothing to a group of her friends that distributes clothing to the underprivileged, she assists with the sorting and distribution ensuring that quality was up to her standard before the package were distributed to each family. Roslyn is assigned to work in office and has tremendously helped her team members of the broker team with work that needs to be completed in office. Roslyn’s manage to capture a sum $1,695,600.99 in New Business 2020 period despite the challenged she experience with Covid-19 (cancellation, reduction in rates and coverages), she maintained the majority of her renewals with a GWP of $11,239,922.75., achieving a renewal retention of 85.24%. I believe she is deserving of this prestigious award.
Trinidad and Tobago
Tessa Phillip
Employee of the Year - Nominee
Since Tessa joined the Sagicor team in February 2018 she has been a light that exemplifies all the qualities of the Spirit of Sagicor, she proved that when she hit the ground running in her first 10 months by copping the Rookie of the year TT for that year. Tessa is one of the main reasons that many employees continue to be engaged and focused. She is trustworthy, confidential, honest, objective, dependable an active listener, a great advisor and an overall joy to interact with. 2020 was a whirlwind for everyone, Tessa was most present in the adjustment. • She was responsible for all ad hoc Covid-19 reporting. • She conducted individual coaching and guidance sessions with staff and people leaders in various areas. • She contributed to the development and planning in joint employee engagement initiatives. • She is the TT coordinator for the new Sagicor Success On-boarding and Cross-boarding functions where she assisted SGI- BB with their testing in Shellyann Mc Carthy’s absence and also assisted SLI-TT (service beyond the call of duty). • She received various recognition awards from both staff and management alike for exhibiting our cultural standards of Service Excellence and Team Work. She is a leader in her own right! Thankfully this was also recognized by management as she was also promoted from HR Associate to HR Officer because of her efforts and consistent hard work within our HR department.