Volume 1
APRIL 2018
MUTUALLY
INCLUSIVE Understanding
PMAS
SCHOLARSHIPS
STRONG INTEGRATED FINANCIAL GROUP • MODERN MUTUAL • EMPLOYER OF CHOICE • MODEL CORPORATE CITIZEN
MESSAGE FROM THE EDITORS
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TRENDING: Robots Aren’t Coming
W
e are excited to present the first edition of Mutually Inclusive, our new monthly newsletter, designed to engage Team Members by sharing happenings from across the group, to help you become a high-performing individual – at work and in life. The Group Corporate Affairs and Group Human Resources teams aspire towards realising effective Internal Communication and Employee Engagement, giving you uplifting and reliable information in a format which is easy to read. The primary features of the newsletter include the Business Focus section, where we share Project or Business Imperative updates; Updates on what is happening in our overseas offices; What’s Trending; and New Team Member announcements. In keeping with our 2018 theme, there will be inspirational About You stories shared by Team Members. Our How Do You Really Feel section is your page, providing the opportunity for you to share your honest feedback on any issue, in keeping with our cultural belief. We sincerely hope that this new format will be well-received. Please send an email to VMCorporateAffairs@vmbs.com and let us know if there are any topics you’d like to see covered in the future.
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HREI Results For 2018 Wave 1
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Ten Things You Should Know About PMAS
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Overseas Office Update
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Clover & Dayton
Sexual Harassment in the Workplace
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10
How do you really feel?
VM Foundation Launches SESS Project
13 Meet Our New Team Members
CONTENTS
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About You: People Wins
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April Birthdays
WHAT’S TRENDING
THE ROBOTS AREN’T COMING W
hen we hear the word ‘future’, very often our minds conjure up images of flying cars and teleportation, in a world where everything is metallic and shiny. Said differently, we imagine a world where everything is controlled by robots or machines. For us at VM, we have been aiming towards a bank of the future. And you think this means the robots are coming, right? Think they will be in our branches processing customer transactions? Lol! You’re sooooo wrong! Well, what exactly does ‘branch of the future’ mean, then? In simple terms, we will be investing very heavily in technology and automating many of our processes, providing our Members and clients with convenient service in locations which look modern and state of the art. Doesn’t this sound like a great environment for those we serve, as well as our frontline Team Members? You see, Team, consumers the world over are now adopting digital banking. For us, we must adjust to this new reality or run the risk of becoming obsolete. It is critical that we provide financial products and services delivered in an innovative way, to enable our Members and clients to meet the demands of a modern life. The technology is a reality – we must embrace it and use it to improve our business. As we transform in keeping with our Modern Mutual strategic goal, you will notice that significant branch upgrades are already underway. Transaction migration, automated key back-office functions, and upgraded web and mobile technologies are in progress and on the horizon. Through digital innovation we will: 1.
increase our connectivity with Members, Clients, Team Members and our business partners;
2. improve our decision making with access to the advanced analytics provided by digital platforms; 3. boost productivity – with automated processes our frontline teams will be able to operate more efficiently, offering Customer Obsessed service; and 4. be more innovative in the products and services we offer. The modern Member says product and service delivery must be innovative, efficient, and easily accessible. For us, the feeling’s mutual – no robots needed!
VM MUTUALLY INCLUSIVE
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HREI Results
for 2018 Wave 1
DRIVERS
TARGET 2018
HREI 2018 (Wave 1)
HREI 2017
Culture
79%
79%
EVP
75%
76%
Opportunity
73%
73%
Rewards & Recognition
65%
65%
Work Life
69%
69%
Leadership
74%
73%
72%
72%
Engagement
73%
Report will be shared April 26, 2018 & Action Plans are due May 17, 2018
Q2 AREAS OF FOCUS We surpassed our participation rate of 80, with overall participation being 82, but we have some work to do. So what’s Up for Q2? Group HR will be: • Rolling Out Culture of Accountability Workshops • Focusing on Talent Management • HR to visit Branches/Departments/ SBUs to update Team Member IDPs • Talent Reviews • Focused General Management Programme for Leaders 4
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10 Things You Should Know About the Revised Performance Appraisal Management System (PMAS) W
e are building a high performance culture. This comes with stretch targets and what may sometimes feel like moving targets as things happen rapidly. And just when you’ve gotten into the grove…enters the revised PMAS. Our Group Human Resources team is on the ball with getting the team familiar with the new system. Things still a bit muddy? Here are 10 features of the revised PMAS that will be used in 2018 and beyond. 1.
The performance appraisal has two components: »» »»
Performance Objectives: 60% Desired Behaviours: 40%
Senior Managers
»»
Member/Client Facing Manager
»»
Member/Client Facing Team Member
»»
Non-Member/Client Facing Manager (Human Resources, Group ICT)
»»
Non-Member/Client Facing Team Member
6. Customer Satisfaction and Loyalty are important to us. The Net Promoter Score will be an objective for the VMBS Branches and each Strategic Business Unit (SBUs), while support units will be appraised using an Internal Survey. 7. Going forward, all objectives and desired behaviour assessors must be submitted and approved before December 31 of each year.
2. The performance objectives have been standardized into 5 categories: »»
5. Each Team Member must have a maximum of ten or a minimum of eight objectives in the Balance Scorecard found on the appraisal forms. At least one objective must be in each quadrant of the Balance Scorecard. The BSE Quadrants are: Financial, Customer, Internal Processes and Learning & Growth.
8. The PMAS process must include ongoing and two way feedback, from Managers to Team Members and vice versa. 9. A performance appraisal score of three or more is one of the criteria for payment of the merit pay component of the incentive plan. 10. We now operate on a 5-point rating scale for each objective.
3. Each Team Member must have a Talent Management Objective in their appraisal. For example, Senior Managers must develop two successors. 4. All Team Members will share the Audit Score assigned to their unit. Audit Scores range from A-D, with A being the highest and D the lowest.
»»
Unsatisfactory
»»
Below standard
»»
Meets Standard
»»
Outstanding
»»
Exceptional
Note that our focus is on exceeding, as opposed to simply meeting, targets. Rating Scale: Financial Objective (1-5) point scale SCORE
TARGET
5
=>130%
4*
100% - 129%
3
90% - 99%
2
75% - 89%
1
35% - 74%
*Score of 4 for 100% of the target being met indicates that the target is an aggressive target in alignment with our high performance thrust.
Rating Scale: Non-Financial Objective (1-5) point scale SCORE 5 4* 3 2 1
TARGET Established based on collaboration with Leaders to develop SMART objectives aligned with the Strategy, Business Plan & Budget, Dept/SBU/Branch Objectives and Core Function Objectives 3 is meeting standard/target and 4 is aligned with excellence and an outstanding result.
*Score of 4 for 100% of the target being met indicates that the target is an aggressive target in alignment with our high performance thrust.
Still have questions? The PMAS forms are currently on the intranet and the entire guide will be posted soon.
VM MUTUALLY INCLUSIVE
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OVERSEAS OFFICE UPDATE
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UK REPRESENTATIVE OFFICE In the month of March, our UK Representative Office hosted their Home Buyers Series. On Thursday March 15, residents of Croydon attended the event at the Hampton by the Hilton, with Brixton residents being hosted at the Karibu Education Centre on the following day. Those in attendance learned about Identifying the Right Property; Understanding the Jamaican Mortgage Process; The Legal Steps in Acquiring a Property; and the Dos and Don’ts of Renovation and Construction. These are some highlights (Pics 1-3). 6
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FLORIDA REPRESENTATIVE OFFICE Networking with Small Business Owners 2
Marla J. Phidd, Administrative & Business Support at the Florida Representative Office, distributes VMBS paraphernalia to an attendee of the Jamaica USA Chamber of Commerce’s (JAUSACC) Small Business Disaster Assistance & Business Growth Forum recently held at the Miramar Cultural Arts Center in Miramar, Florida. The JAUSAAC Forum allowed the Society to provide information on products and services beneficial to small business owners, while maintaining its “commitment to partner with communities to improve quality of life.”
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Owning Your Dream Home Sherene Lingo, VMBS Customer Service Representative, and Jamila Nelson, Sales Promotion Agent with Richmond Jamaica, consult with a potential client at the Richmond and VMBS Florida Representative Office Open house, held at the VMBS Florida Representative Office on February 22nd and 23rd. The Open House provided Richmond Jamaica representatives with the opportunity to inform the Jamaican Diaspora about their luxurious gated communities, while the VMBS Mortgage Specialist provided step-by-step guidance on “Jamaica’s best mortgage offers”, at interest rates as low as 4.25% p.a. on US Currency Mortgage through Victoria Mutual. VM MUTUALLY INCLUSIVE
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Crossing the Line:
SEXUAL HARASSMENT IN THE WORKPLACE I
n the recent flood of sexual harassment allegations against high-profile individuals across various industries in the US, HR professionals have come under increased scrutiny – primarily for being absent in the face of such a sensitive and controversial issue. There have been accusations that HR teams are mainly concerned with protecting their organisations, and in some cases the powerful offenders, at the expense of those workers who have been harassed. What exactly is sexual harassment, and what does it have to do with you?
What is Sexual Harassment? Jamaica’s Sexual Harassment Bill was tabled in the House of Representatives on December 8, 2015. The main aim of the Bill is to provide a framework for addressing the issues of sexual harassment in Jamaica by identifying what constitutes sexual harassment, the persons by and against whom it may be
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committed, and the actions which may be taken against offenders. The Bill defines sexual harassment as “any sexual advance towards a person, by another person, which is reasonably regarded as unwelcome, offensive or humiliating towards whom the advance has been made...”
According to the Bill, employers must make every reasonable effort to ensure that workers are not sexually harassed in the course of their employment, and requires that an employer establishes a written workplace policy to safeguard against sexual harassment.
VM Committed to Creating a Safe Workplace for All
As an Employer of Choice, the comfort and safety of all employees while on the job is of optimal importance to us. We want to emphatically state that we do not condone harassment of any kind, and recognise the necessity of instituting a clearly defined policy which addresses Sexual Harassment. We are currently in the process of creating a Sexual Harassment policy, as a subset of VM’s Occupational Health and Safety framework. We are committed to completing and instituting the policy by year end. In keeping with the tenets of the Bill, Team Members will be educated regarding exactly what they should do if they are in such a situation, or are witnesses to it. The policy will also include the measures which will be instituted to protect whistleblowers, in situations where someone sees harassment. Additionally, our Group HR team will receive the knowledge and training needed to conduct prompt, thorough and objective investigations, in the event of complaints being submitted. Although sexual harassment is hard to precisely define and very difficult to prove, with increased Team Member awareness and sensitisation, and the training of our HR team, the hope is that both potential victims and offenders will be better able to identify, prevent and take appropriate action in the face of sexual harassment.
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VM FOUNDATION
Launch of SESS Project
V
ictoria Mutual is poised to launch its Foundation; but while we have not launched officially, we are moving full speed ahead to fulfil our mission to empower individuals, enhance their financial well-being, and have a lasting impact on their lives. To this end, the Foundation, in partnership with the British Council, recently launched one of our flagship initiatives – the Social Enterprise in Secondary Schools (SESS) Project. This exciting programme seeks to uplift and empower young people around financial literacy while learning about social enterprise development. UK-based NGO, RIO, which has successfully developed similar initiatives in Bangladesh, Cambodia, and Pakistan, was flagged to train Mentors and Teachers who will act as guides for the students who have enlisted in the programme. To date, the RIO team has trained a small group of Trainers on the content and delivery of the materials, as well as 24 teachers and 24 mentors from within VM. The SESS Project has three phases which will happen over a three-year period. During the first year, it will be piloted in six schools, two from
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each county, to benefit over 300 students from grades seven to nine and 24 teachers. These institutions are Denbigh High, Clarendon; Montego Bay High, St. James; Charlie Smith High and Kingston Technical High, Kingston; Greater Portmore High, St. Catherine; and St. Elizabeth Technical High, St. Elizabeth.
locally and in the diaspora, with impactful programmes, through a dedicated team of volunteers and partners focused on improving quality of life.
The trained teachers and mentors are expected to deliver the information and encourage the selected students to develop ideas for social enterprises, and ‘pitch’ them to potential sponsors in early September. The best pitches will be supported to create the social enterprise for their schools.
Team, we can all play a part in this project by becoming a Mentor. If interested, please contact Brigette Levy, Consultant for the VM Foundation, at victoriamutualfoundation@gmail.com for further information.
We are committed to empowering individuals within our communities,
The British Council will phase out at the end of year three and the VMF will continue the project, and take the education programme island-wide.
For highlights on the launch of the SESS and training sessions check out the photos below.
Ultimately, the initiative will impact over 16,000 students from grades seven to nine and 272 teachers from 50 schools over three years.
Do you know an active VM Student Saver who would benefit from financial support to achieve their education dreams?
Our Head Start Scholarship Awards are Now Open!
VM GSAT ‘Head Start’ Bursary
$20,000
VM Junior Plan ‘Head Start’ Scholarship
$40,000
VM Future Plan ‘Head Start’ Scholarship
$130,000
VM Master Plan ‘Head Start’ Scholarship
$160,000
Applications close on
FRIDAY July 13,2018
FURTHER INFORMATION: Website: vmbs.com/community/youth-development/vm-headstart Email: victoriamutualscholarships@gmail.com
A
penny for your thoughts? We want to get your take on topical issues surrounding VM, the wider environment and even this newsletter.
‘The Ministry of Education is making it up as they go along! They are confused and I am confused. Send Help’!
As the ice breaker in our series of chats, we look at a topic which affects the parents of children at the primary school level – the Primary Exit Profile, popularly known as PEP. As the ice breaker in our series of chats, we look at a topic which affects the parents of children at the primary school level – the Primary Exit Profile, popularly known as PEP. Come 2019, students at the primary level will be assessed using PEP. The Ministry indicated that PEP will provide a profile of where the student is academically, the student’s strengths and weaknesses, and their readiness for grade seven. It will assess students’ knowledge in addition to placing increased emphasis on assessing students’ skills of communication, critical thinking, and creativity. As one would imagine, clouds of anxiety surround many parents with this new assessment. In the true spirit of How Do You Really Feel, we asked some of our Team Members to share what they know or feel about PEP.
Anonymous
‘I feel overwhelmed! I was received copious material on PEP from my son’s school but I am still playing catch up.’ Odette
‘The Ministry of Education is making it up as they go along! They are confused and I am confused. Send Help’!
‘PEP? I heard it is like CXC with kids having to do SBAs.’ Anonymous
Anonymous ‘I am nervous about it as my daughter will be in the first cohort to sit the exam. I am unsure as to what to expect and there is a lot of mixed information’.
‘The PEP exam that is to replace GSAT to me is a more comprehensive exam and will benefit the children more in the future.’
Sophia
Marla ‘I appreciate the fact that they have now included Mental Ability, which will result in less cramming by the students. I also love that students will be assessed on an ongoing basis instead of the one major exam in grade 6.’ Vereen Want to talk more? Check out page 11 for our article on the Updated PMAS, then tell us what you think. Send an email to VMCorporateAffairs@vmbs.com. Indicate whether we should include your name, or share your thoughts anonymously.
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We popped into orientation for a quick chat with the team being onboarded. Meet the April 2018 cohort.
In the Beginning ...
KAREEM EDWARDS Heart Trainee, UTech Branch
JERAHMEEL JAMES Client Relationship Support Officer, VM Wealth Management
LATOYA GRINDLEY Assistant Manager – Marketing – Group Customer and Brand
AKEILA CLARKE Heart Trainee Liguanea Branch
COLLEEN ECCLES Heart Trainee – Half Way Tree Branch
You never really know how prepared you are for change until everything changes all at once. And while change can be daunting, the good thing is, it can also be exciting. For me and the other new team members who attended Orientation from April 9 – 13, at VM’s Half-Way Tree Road head office, we’re starting a whole new journey. This means a new environment, different coworkers, and a major change in our work lives. That’s a lot of change coming at us really quickly. But, there’s something about the people of the VM Group that has made us feel instantly welcomed. It’s something you often hear – the people of VM are warm and encouraging. And it’s a fact. Just about everyone we’ve met during this week of workshops and training sessions have proven that we’re joining a team eager to welcome, support, engage and build new members. That’s only made us more revved up to give the best of ourselves back to the Group and the people who make it such a special place to work. So, team, your message to us has been received loud and clear. You’re here for us and you’ll help us grow and shine. Our message to you is, hang on tight because we’re ready, willing, able and eager to start helping you do what you do best - win! Now, let’s go!
NICKISHA CHIN Business Analyst - Programme Management Office
ROBERT LALAH Assistant Manager, Group Corporate Affairs & Communications
JESSICA JONES Junior Corporate Finance Officer – VM Wealth Management
DALE DAVIS Heart Trainee – May Pen Branch
TRUDY ANN HENRY Project Analyst –Programme Management Office
Q1
ABOUT YOU:
PEOPLE WINS A
s an Employer of Choice, our Group Human Resources team is mandated to ensure that you, our Team Members, are always winning. In keeping with our Employee Value Proposition, we aim to provide the tools, programmes and environment that will promote job satisfaction and professional growth for Team Members. We are dedicated to the highest levels of productivity across our Group of Companies, creating a space where our talented people can exceed expectations. These are some of the About You experiences we have facilitated so far this year.
BUSINESS CONFERENCE We kicked off 2018, the year of About You, with our first Team Member Business Conference under the theme R.A.C.E – If It’s to be, It’s Up to Me. The aim was to share the strategic goals for the year ahead, as well as to ensure alignment on how to achieve these goals. The Conference was memorable and impactful, with Team Members being present, engaged and inspired. Let’s continue to embrace this purposeful, inspired energy forward, and have a #CustomerObsessed year of #About You.
SIMPLIFYING PMAS As part of our effective, two-way communication strategy, we are committed to listening to your feedback. There were complaints about the former Performance Management Appraisal System (PMAS). One major concern was that the objectives were not SMART, as in some cases, persons with the same job functions had different objectives.
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We have reviewed PMAS, making it easier for us to manage and rate, and a lot easier for you to understand. See more of the features of the new PMAS on page (insert page #).
DESIRED BEHAVIOURS INTRODUCED TO APPRAISAL PROCESS One of the major differences with the appraisal process is the introduction of the Desired Behaviours – the conduct expected of Team Members as they seek to achieve the objectives of the business. Assessments will now include how they demonstrate the behaviours which are aligned with our Culture of Accountability and core values. This will account for forty percent of the overall score, with the remaining sixty percent going to performance objectives. Our Core Values - Member Focus, Integrity, Teamwork, Innovation and Excellence – are timeless; the hope is that these will be embedded into our DNA.
ABOUT YOU FRIDAYS About You Fridays was kicked off with introduction of jeans Fridays, which was implemented immediately after our January 6 Business Conference. ‘Dressing down’ is just the beginning. As an Employer of Choice, we want to enhance your overall work experience. We listened to your feedback, and will be having additional activities linked to About You Fridays. And it doesn’t stop there. A new Dress Code Policy will be introduced in Q2, so be on the lookout for more details.
INTERNATIONAL WOMEN’S DAY For 2018, the theme was #PressforProgress, in commemoration of the social, economic, cultural and political achievement of women. Female Team Members were celebrated at our branches island-wide, with thought bubbles made available to capture the special moments. In some locations, the men of VM made an extra effort to treat their female colleagues in a special way.
CULTURAL BELIEFS REFRESH A Culture of Accountability is not new to Victoria Mutual. Accountability is a personal choice to rise above ones circumstances and demonstrate the ownership necessary for achieving Key Results: to See it, Own it, Solve it, Do it – “it starts with me”. During March, Team Members from across the Group attended sessions led by Partners in Leadership, to refresh the Cultural Beliefs. The result? Updated Cultural Beliefs which will be shared with the entire VM Team at the end of April 2018.
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APRIL 1
Sheree-Amoye Hinds (Duke Street) Laurelett Dacosta-Ellis (ASU)
APRIL 2
Christopher Russell (ASU)
APRIL 3
Carlton Vassell (Group ICT) Monique Ashley (HWT) Sherry-Ann Atkins (ASU)
APRIL 4
Crystal Reid (ASU) Racquiesh Barnes (Processing – HWT) Sandra Palmer (VMWM)
APRIL 5
Marlatria Grubb (Montego Bay)
APRIL 6
Mellissa Walker (May Pen) Kenneth Tyrell (Office Services-D/S) Jessica Jones (VMWM)
APRIL 8
Chaneil Lamey (UK Office) Coralee McKenzie (Montego Bay)
APRIL 9
Kareen Shaw-Jones (Processing)
APRIL 10
Jason Nelson (Group ICT)
APRIL 11
Tyane Wright (Processing) Rene Allen-Casey (Internal Audit)
APRIL 12
Leon Thorpe (Spanish Town) Nicholas Mullings (Office Services-D/S)
APRIL 13
Judean Clarke (Duke Street) Stephen Barnes (PMO) Marie Johnson-Edwards (Linstead)
APRIL 14
Ainsley Whyte (New Kingston)
APRIL 15
Tashana Panton (May Pen) Othneil Gordon (Office Services – D/S)
APRIL 16
Andre Seville (Group ICT)
APRIL 19
Christine Pryce (Processing) Kevin Walker (ASU)
APRIL 20
Dukiemar Shaw (VMWM)
APRIL 21
Kerry-Ann Bogle (VMWM) Dean Johnson (PMO) Kade-Ann Green (Mortgage Centre)
APRIL 24
Monique Prawl (Arrears Management)
APRIL 25
Alice Waweru (UK Office) Rashell Livingston (Duke Street)
APRIL 26
Nicole Channer-Parnell (Portmore) Trecia-Gay Clarke (VMPM) Geneadel Penglas (VMPM)
APRIL 27
Kerry-Ann McDonald (HWT) Martina Allen (HWT)
APRIL 28
Raquel Gentles (Project) Fitzroy George Mills (Office Services-H/T) Gabrielle Williams (Linstead)
APRIL 30
Etta Haye-Gaye (Montego Bay) Stacy-Ann Medley (Falmouth) Andre Richards (Member Engagement Centre)
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APRIL BIRTHDAYS
Happy Birthday, April celebrants! May you have a year filled with adventure!