Volume 6
SEPTEMBER 2018
MUTUALLY
INCLUSIVE SERVICE TAILORED FOR SENIORS
TIPS FOR SERVING OUR OLDER MEMBERS AND CLIENTS
CUSTOMER OBSESSED THIS WEEK, NEXT WEEK AND ALWAYS!
IN CASE YOU MISSED IT
STRONG INTEGRATED FINANCIAL GROUP • MODERN MUTUAL • EMPLOYER OF CHOICE • MODEL CORPORATE CITIZEN
MESSAGE FROM THE EDITORS T
eam, we’re all about family in this issue, taking a closer look at the impact of challenges within our circle, and on how we operate. We deep dive into how strengthening Team and Leadership relationships can contribute to the recovery of someone experiencing a personal crisis. We also discuss how we can provide Service Excellence to our senior Members, in this our 140th year of operation and beyond. Victoria Mutual recognises the importance of ensuring the well-being of our Team Members. In keeping with this, our cover story focuses on how Team Leaders can effectively support an employee who is experiencing a personal crisis, like divorce or the death of a loved one. The feature explores best practices to find balance between compassion and work responsibilities. Last week was Senior Citizens’ Week. Our Member base includes loyal savers who have been with Victoria Mutual for a very long time; they are part of our history. We have dedicated a feature to them, to guarantee that we are providing the kind of service which is important to them at this stage of their lives. Team, let’s make an effort to treat our senior citizens as valued Members of our Society and the society at large. Also, this week is Customer Service Week. Our Group Customer Experience Manager fills us in on what we need to know.
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Customer Obsessed this week, next week and ALWAYS!
4 In case you missed it
As the end of 2018 approaches, dust off your list of resolutions and make one final push towards your goals. There’s still time left!
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Please continue to share your feedback with us via email at VMCorporateAffairs@myvmgroup.com.
– Clover & Dayton Coordinator: Robert Lalah, Group CAC
Service tailored for Seniors Tips for Serving our Older Members and Clients
6 Working TOGETHER Through The Good And Bad Times – How to support a Team Member who’s having a personal crisis
CONTENTS
CUSTOMER OBSESSED ‘I RELENTLESSLY DELIVER EXCEPTIONAL SERVICE EXPERIENCES TO ALL CUSTOMERS TO GROW MUTUALLY BENEFICIAL RELATIONSHIPS’.
Customer obsessed this week, next week and ALWAYS! N
ational Customer Service Week is celebrated between October 1 – October 5. Our Manager – Group Customer Experience Denise Williams tells us what we need to know.
MI: What does Customer Service Week mean to Victoria Mutual? While we celebrate our Team Members and Clients throughout the year, National Customer Service Week which is celebrated globally is yet another opportunity for VM to say THANK YOU to the Team Members across the Group for showing up Customer Obsessed every day and for us to say THANKS to our Members and Clients for giving us the opportunity to serve them. MI: Why is it so important for organisations like ours to focus on getting customer service right? Customer service is not only about being courteous to our customers, it is critical to business operations and can impact on the bottom line and overall reputation of the business. We are in a very competitive market and there a number of similar institutions competing. It is universally known that it costs significantly more to attract new customers than it does to take care of the ones we already have and service is the only true differentiator in the market; everything else can be replicated. MI: Does VM have anything special planned for Customer Service Week? We most certainly do! We have specially planned activities for our Team Members, likewise our customers! MI: Are we improving in our service delivery at VM? We are but there is much more to be done. The great news is that we have started on the road to transforming service delivery across the Group with many important initiatives geared at improving the end-to-end experience of our Members and Clients. How can we continue to improve? Show up Customer Obsessed every day! Recognise that our customers have many choices and as such we must ensure that we are that CHOICE. VM MUTUALLY INCLUSIVE
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IN CASE YOU MISSED IT
NEW FUNDRAISING PROTOCOL The Victoria Mutual Group’s Executive Management Team has approved a Fundraising Protocol which enables all units to set up their own fundraising programme, directed internally to VM Group Team Members to fund team-building activities. The Fundraising Protocol for Team-building Activities is available on the Intranet under Manuals, Policy Manuals, Other Manuals. Please remember that the VM Group will not support fundraising activities that contradict its Code of Conduct and Business Ethics. Please refer questions to any Team Member of Group Human Resources.
GROWTH ADVANTAGE DEFERRED SHARES INCENTIVE On August 27 we launched the Growth Advantage Deferred Shares offer which will run until October 31, 2018. It will close sooner if the target of $1.5 Billion is reached earlier. There’s a staff incentive programme for Branches, Teams and Team Members who excel in pursuit of the target. See incentives below:
SALES TEAM:
BRANCH:
VMBS SUPPORT MEMBERS:
»» Highest percentage of target achieved $20,000 »» Highest number of Deferred Shares accounts opened - $20,000
»» Highest dollar value of accounts opened $15,000 »» Highest number of Deferred Shares accounts opened - $15,000 »» First FSS to achieve target- $15,000
DEPARTMENT
TEAM
»» Highest dollar value of closed referrals $12,500 »» SBU Team Members: »» Highest dollar value of closed referrals $12,500
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Service tailored for Seniors
TIPS FOR SERVING OUR OLDER MEMBERS AND CLIENTS
AMutual plays an important role in the quality s a financial services provider, Victoria
of life of all our Members and clients. Our older Members are particularly special; many of them have a longstanding relationship with us, with some being part of the VM family since childhood. It is our responsibility to help our senior Members protect and grow capital so they can reach their goals for retirement, as well as any other financial objectives they may have. For those on the frontline, you may find that your relationships extend beyond just being a financial partner. You may in fact become proxies for friends and family members who might not be physically close to the client. Being so close to this group, it’s important to ensure we provide them with the kind of service that suits their stage of the financial lifecycle.
CONVENIENCE Getting older is typically associated with declining mental and physical capacity. While you should show due care when dealing with our older Members, don’t treat them as if they are children and can’t think for themselves.
PATIENCE AND CARE During each visit, ask if there is something you can do to make their experience more pleasant. And listen, they’ll appreciate your ear. Very often older Members live alone and have minimal social interaction. Don’t rush the Member off; set aside enough time in your schedule to listen to a few entertaining stories.
So what are older persons seeking from their In addition, be sensitive to the physical and financial professionals? mental needs of these very special Members.
TRUST
CLEAR COMMUNICATION
We know older folks can sometimes be a bit skeptical when it comes to their finances – and with good reason! Many of them would have seen news reports about retirees who have suffered financially, in some cases losing all their savings, because they were misled. It’s therefore important to demonstrate an awareness of these issues and to address these concerns. Reassure them that you have the necessary skills, experience and commitment to ethical practices to deserve their trust.
Ensure all communication is clear and easy for the Member to understand. Use simple language that is free of complicated or technical terms. Providing written information? Print out documents in larger type if possible, so the Member can read forms clearly.
RESPECT Getting older is typically associated with declining mental and physical capacity. While you should show due care when dealing with our older Members, don’t treat them as if they are children and can’t think for themselves.
Team, let’s always go the extra mile for our senior Members and Clients.
VM MUTUALLY INCLUSIVE
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WORKING TOGETHER THROUGH THE GOOD AND BAD TIMES
– HOW TO SUPPORT A TEAM MEMBER WHO’S HAVING A PERSONAL CRISIS
Acares
s an Employer of Choice, Victoria Mutual about the wellbeing of all Team Members. We know that from time to time, life events may distract you from work - a sick loved one, a divorce, or the death of a parent is difficult to deal with. How can Team Leaders support their Team Members as they take care of their emotional needs, while making sure they are doing as much of their work as they are able to? Here are a few tips:
MAKE YOURSELF AVAILABLE Teamwork is an important core value and it’s important for Leaders to invest time in building good relationships with Team Members. This will enable you to detect warning signs that an employee is going through a difficult time. In
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addition, maintaining an atmosphere of love and compassion in the office will inspire your team to come to you when they’re facing serious challenges.
DON’T PRY As a leader, it is important to show empathy and care. You should be careful, however, to avoid becoming a Team Member’s BFF. Prying into the Team Member’s issues may cause him/ her to feel compelled to tell you more than they’re comfortable with. While you should be able to read and understand the needs and concerns of your team, remember that your main responsibility is to keep everyone focused on accomplishing work objectives.
LISTEN FIRST, SUGGEST SECOND When a Team Member shares his current struggles, listen before planning solutions. The Team Member may just want a sounding board, or to clear the air about how a personal issue has affected recent performance. Rather than signing a leave form, ask what both of you can do together to address the issue of performance during the difficult period. Asking ‘How can we support you?’ gives room to make the best decision for the Team Member and the rest of the department.
good idea to let the Team Member know that they can come to you if things get overwhelming.
CONSIDER WORKLOAD A Team Member being away from work for a prolonged period may adversely affect Members/clients or the rest of the department. Where possible, ease the person’s workload and reassign projects to others who may be willing and able to take them on temporarily. Ensure that these new arrangements are realistic and that everyone is aware of expectations and schedules. Set interim deadlines to do check-ins and to make any necessary adjustments.
KNOW WHAT YOU CAN OFFER While it may be easy for you to show compassion, ensure you are not writing a cheque which can’t be cashed. Consider VM’s HR policies and discuss any restrictions with the Team Member before making any arrangements. Of course, if you have the leeway, flexi-time, an adjusted workload, or a temporary work-from-home arrangement are good options, depending on the situation. If a Team Member needs counseling services, these are available through Family Life Ministries, and may be recommended.
DO REGULAR CHECK-INS Whether you’ve decided on a solution or not, check in with your Team Member from time to time. Drop by their desk discreetly or send a short instant message or email. Your employee will appreciate that you care, and you’ll have a better sense of how they are coping. It’s also a
BE TRANSPARENT AND CONSISTENT As you support the Team Member with navigating this crisis, be mindful that the rest of your team will be taking note of how you treat the struggling colleague. It is quite likely they will expect similar allowances if they, too, run into difficult times in the future. It is important that you don’t set a precedent that you won’t or can’t repeat. Every situation will be unique, but ensure you apply the policies in the right way, in case you are called to apply them again. Supporting Team Members during a personal crisis can be a delicate dance which Team Leaders have to do. Acting with compassion, while also being responsible to clients and other Team Members helps to lighten the burden the affected person is carrying. It is also an opportunity to demonstrate flexibility in caring for our people, as well as teamwork with other persons playing multiple roles, working for the individual good, to the ultimate success of the organisation.
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SEPTEMBER HAPPENINGS
S
eptember was a busy month for us at VM. Victoria Mutual Pensions Management Limited in association with the Private Sector Organisation of Jamaica hosted a Retirement Seminar at the Spanish Court Hotel in New Kingston. Speakers included Minister of Finance and the Public Service Dr Nigel Clarke, and Andrew Long of Willis Towers Watson in the UK. Also, our President and CEO Courtney Campbell was a speaker at the Jamaica Customer Service Association’s annual conference at the Pegasus hotel. We also hosted a successful blood drive. Here are some highlights of the busy month’s events:
VMPM Retirement Seminar
Blood Drive
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JaCSA Conference