Volume 4
JULY 2018
MUTUALLY
INCLUSIVE CHANGE MANAGEMENT CORNER
THE ADKAR WAY!
VM DOMINATES
PSOJ/JaCSA SERVICE EXCELLENCE AWARDS
VM INTRODUCES
AUTO LOANS
ASSET BASE $260B • HREI 77/80 • NET PROMOTER SCORE 50 • COST TO INCOME 69%
MESSAGE FROM THE EDITORS T
his edition of Mutually Inclusive is particularly special for us. You could say this is the ‘Excellence Issue’. As we seek to embed Excellence in our culture, it feels good to know that we are making great strides. The recent PSOJ/JaCSA Service Excellence Awards saw us winning six of seven category awards and the biggest prize of day, the Large Company Award. This is a huge deal and we should all be very proud about this achievement. It just goes to show that Together Wi A Winna! Also in this issue we highlight the winners of the 2017 I AM VM Awards, including a cover story on the President’s Award Winner Ryan Campbell. Congratulations to all winners! These top performers show us that we can achieve anything we set our minds to. To them we say heartfelt congrats! Continue to ‘Talk Up’, by sharing how you help your team to achieve Excellence.
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As we celebrate these Team wins, let us always strive for service excellence and be an example to others in the industry.
Ryan Campbell – Man of Excellence
Please continue to share your feedback and suggestions with us via email at VMCorporateAffairs@vmbs.com – Clover & Dayton
6 VM dominates PSOJ/ JaCSA Service Excellence Awards
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Change Management Corner – the ADKAR Way!
8 VM Introduces Auto Loans
CONTENTS
RYAN CAMPBELL –
MAN OF EXCELLENCE Ryan’s the Man! 2017 President’s Award Winner tells his story.
“I will continue displaying our core values of being Member Focused, Integrity, Team Work, Innovation and Excellence throughout my daily interaction with our Members and encourage and motivate Team Members to do the same as well.” The gathering of employees from across the Victoria Mutual Group erupted in cheers when Ryan Campbell, Customer Service Representative and Teller at the VMBS Half-Way Tree Branch was announced as winner of the coveted 2017 President’s Award. The front lawns of the Corporate Office where the names of all winners of 2017 I AM VM Awards were being announced quickly became the scene of excited chaos, as Ryan’s co-workers went to summon him from inside the Branch to collect his award. The towering Ryan was clearly surprised by the honour and with characteristic coolness accepted the award from President and Chief Executive Officer Courtney Campbell. Mutually Inclusive caught up with Ryan, who is also the President of the RKP Chill Spot, and found out among other things, how he was feeling about receiving the President’s Award.
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MI: When did you join VM and in what capacity? I joined the Society on the 6th of January 2014 as a Teller at the Half-Way Tree Branch. MI: How would you describe your time here so far? It has been a learning experience. I have had the privilege of meeting some extraordinary leaders and customers who have impacted the way I think, my professional career and my overall path of growth and development. MI: What are some of the biggest lessons you have learnt so far while working here? A few of the biggest lessons I have learnt will definitely be having self-confidence, empathy, patience and emotional intelligence. MI: You have been hailed for always going beyond the call of duty, pitching in wherever necessary to get things done. Why do you do this? This is an innate trait which was passed down from my parents and also adopting the values of my primary education in my personal life, which are: Belief In God; Respect for Life; Helpfulness; Family. MI: What was your reaction when you found out you had won the President’s Award? At the point when the announcement was being made I was finalising some work which I had done through the day when fellow Team Members came rushing to me saying that I had won an award. When I came out and realised it was the President’s Award I was shocked! MI: Where does this rank on your list of accomplishments? To be honest, I never expected this. It shows me my true potential and I am honoured and humbled to be the recipient of this awesome award.
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MI: President’s Award winners have been described as ambassadors for the VM brand. How do you plan to use this award to motivate others? I will continue displaying our Core Values of being Member Focused, Integrity, Team Work, Innovation and Excellence throughout my daily interaction with our Members and encourage and motivate Team Members to do the same as well. As a result of practicing these on a daily basis it will make us achieve our 2020 targets and more. Also, to encourage persons to create their own values which they live by as this is a means of helping to set their own personal standard. As the RKP Chill Spot President, I will continue to help to foster integration of the VM Group as one family and promote employee engagement. MI: What has been your co-workers’ reaction to your win? All congratulatory sentiments were followed by “a well deserved award”. MI: What are your long-term career goals? My goal right now is to assume a position at VMBS where I can grow and take on new challenges over time. Ultimately, I would like to assume more management responsibility and get involved in product strategy, but most importantly building a career at this organisation. MI: What do you enjoy most about working at VM? I enjoy interacting which the Members and building a relationship with them, and ensuring that on even occasion they are satisfied. I also enjoy the VM Team synergy.
CONGRATULATIONS TO ALL 2017 I AM VM AWARD WINNERS! WE’VE LISTED THE NAMES BELOW. WELL DONE, TEAM! EXCELLENCE AWARDS
Corporate Office – Norman Garrell
Investments and Treasury – Sheldon Miller
Victoria Mutual Wealth Management – Suzannie Chambers
Group Finance – Georgette Lue
Project Management Office – Stacy-Ann Nelson Williams
Group Corporate Affairs and Communications – Quantessa Graham
Group Customer and Brand – Honeshae Morrison
Member Engagement Centre – Chevelle Fairweather
Group Information Security - Stefan Davidson
Group Legal and Compliance – Natasha Reid
Group Risk – Renae Campbell
Group Human Resources – Deanette Smith
Victoria Mutual Money Transfer Services – Rene Coleman
VM Property Services – Anthony Thomas
Arrears Management and Member Services – Natoya Smith
Building Society Operations – Ingrid Hanson
Credit – Pheona Brown-Foster
Mortgage Centre – Denniesha Maxwell-Bailey
Office Services – Noel Minott
Duke Street Branch – Judean Clarke Hemmings
Falmouth Branch – Kemar Buchanan
Half-Way Tree Branch – Rosemarie Green
Liguanea Branch – Shandel Nelson
Linstead Branch – Hillory Brown
Mandeville Branch – Kendra Cole
May Pen Branch – Fiona Reid
Montego Bay Branch – Peta-Gaye Rodgers
New Kingston Branch – Terese Heron-Munoz
Ocho Rios Branch – Debby-Ann Henry
Portmore Branch – Joshimar Jones
Santa Cruz Branch – Kaydian Sinclair
Savanna-la-Mar Branch – Crystal Elliott
Spanish Town Branch – Triciashauna-Lee Galbert
UTech Branch – Christopher Maxwell
Group Internal Audit – Dane Morrison
VM Pensions Management – Antoinette Gordon
Group ICT – Michelle Gill Sproul
Accounting and Support Unit – Maria Maynard
Processing – Ashley-Ann Bailey
Group Operations – Brianna Johnson
UK Representative Office – Shelly-Ann Scott
Florida Representative Office – Sherene Lingo
2020 SBU AWARD
VM Pensions Management
SALES PERSON OF THE YEAR AWARD
VMBS - Damian Nicholson
VM Property Services - Kishauna Henry
VM Wealth Management - Dwayne Hunter
TOP BRANCH SALES AWARD
Liguanea Branch
SERVICE EXCELLENCE AWARD
Savanna-la-Mar Branch
CHAMPION BRANCH OF THE YEAR
UTech Branch
LEADERSHIP AWARD
Simone George Davey
PRESIDENT’S AWARD
Ryan Campbell
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VM DOMINATES PSOJ/JaCSA SERVICE EXCELLENCE 2018 AWARDS
T
he Victoria Mutual Group (VM) dominated the Private Sector Organisation of Jamaica/ Jamaica Customer Service Association (PSOJ/ JaCSA) Awards ceremony on Tuesday, July 24, 2018 – winning six category awards and the biggest prize of the day, the Large Company Award.
noted that there is still a lot more work being done to enhance the experience at all our touchpoints, as we continually set higher standards for ourselves. Manager – Group Customer Experience Denise Williams, said she was thrilled with VM’s outstanding haul. “I’m super excited! Winning this award was a collaborative effort and it proves that together we can achieve anything,” she said. “Winning these awards also helps us to build trust and demonstrates that VM is ready and able to deliver for our individual, retail and business customers. Our leadership - led by our President Courtney Campbell - has really driven the message that our Customers are the most important part of our business. We really have the best Team. When we work together we can achieve anything!”
This is a major win for VM which this year celebrates its 140th anniversary. Group Chief Customer and Brand Officer Judith Forth Blake said the win means a lot for the VM Brand. “This is a win for the entire VM Group team and validation of the work we have been doing over the past year and a half to enhance our service experience,” she said. “The JaCSA award selection process was robust. They chose us as winners based not just on what we submitted, but also on what they saw for themselves. They made on-site visits, interviewed and interacted with our Team Members at various levels. That gives me great confidence and proves that we are on the right track.” She also 6
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2018 SERVICE EXCELLENCE LARGE COMPANY AWARD CATEGORY AWARDS: »»
Leadership and Strategy Award
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International Benchmarks Award
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Monitoring and Measurements Award
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Complaints Management Award
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Recognition Award
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Training and Capacity Building Award
THE ADKAR WAY!
By Marvia Evangelist-Roach
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n November 2016 the Victoria Mutual Group adopted Prosci’s change management approach as its standard methodology for managing organisational change. This structured methodology reflects and aligns to our mission and drive towards the achievement of our strategic objectives. The VM Group’s Change Management Office is committed to embedding a culture receptive to change and hence, has partnered with the Mutually Inclusive Newsletter to provide the tips, tools and techniques needed to succeed throughout each change process. Here’s a question for you though. Do you recall what model we are using to help individual Leaders and Team Members make their own transition through change? If you guessed ADKAR, then you are absolutely correct! Here is a reminder of what ADKAR means:
Please stay tuned to this corner each quarter for more interesting, informative, and entertaining features from the VM Group’s Change Management Office.
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VM INTRODUCES
AUTO LOANS
GREAT BENEFITS FROM STAFF LOAN POLICY CHANGE The Victoria Mutual Staff Loan Policy has been updated with exciting new benefits for Team Members. Here’s what’s new:
These are exciting times at Victoria Mutual as we kick-started the pilot of phase one of the Credit Master Project on July 30, 2018. One highly anticipated element of the first phase is the VMBS Auto Loans. Here is some info you need to know about the VMBS Auto Loan. »»
The loans were once restricted to permanent Team Members. This has now been expanded to include contractors for terms equal to the term of their engagement.
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The purposes have also been expanded. In December 2017 Team Members were able to access loans to purchase Victoria Mutual Investments Limited (VMIL) shares in the Initial Public Offering. Now, Team Members can access loans to purchase VMIL shares on an ongoing basis.
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Team Members were able to access loans for debt consolidation only once. Now, you can access a loan for debt consolidation once every five years.
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The loan amount that Team Members can access has been increased from 75% of their basic annual salary, to 100% of their basic annual salary.
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Team Members can also have their loans restructured to reduce monthly payments and access additional funds.
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Team Members were able to access unsecured loans equivalent to 3 months’ salary or $1 million (the lower of the two). Now you can access loans equal to 3 months’ salary or $2 million (the lower of the two).
The VMBS Auto loan is specifically designed to offer VMBS members the opportunity to: 1.
Acquire a new or used motor vehicle
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Use the equity in a motor vehicle for the refinancing of an existing motor vehicle loan for any purpose acceptable to the Society.
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Loans will be administered in Jamaican dollars only.
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Members will have up to 9 years to repay the loan
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We will offer up to 100% financing
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The following interest rates will apply: 1.
New motor vehicle - 7.95%
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Used motor vehicle - 8.95% to 9.5%
Note: This is subject to change.
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