abp Conference 5.09

Strengthening Avivain the Face of Adversity

Karen Stefanyszyn – AVIVA

Nicky Page - CAPP

abp conference 5.09

Universal desire for individual recognition

I am not a customer reference number

I am not a target market

Remember whose money it is

APP Conference 4.09

The World – Our World – My World

abp conference 5.09

• World’s 5th largest insurance group

• 54000 Employees

• 45 Million Customers

• 28 Countries

• Long Term Savings

• Fund Management

• General Insurance

NU – UK’s Largest Insurer

NUI 4.3 Customers

NUL 6 Million Customers

A bit about Norwich Union……soon to be Aviva (add our journey)

Positive Psychology

“The scientific study of optimal human functioning”

“The aim of positive psychology is to begin to catalyse a change in the

focus of psychology from preoccupation only with

repairing the worst things in life to also building positive

qualities”

Martin Seligman

Three pillars:

(i) Positive experiences

(ii) Positive individual characteristics

(iii) Positive institutions

Abp conference 5.09

Strengths

“A strength is a pre-existing capacity for a particular way of behaving, thinking, or feeling that is authentic and energising to the user, and

enables optimal functioning, development and performance”

(Linley, 2008)

Abp conference 5.09

Pre-existing capacity

Authentic

Energising

Abp conference 5.09

Meeting peoples’individual needs

“At our best we use our expertise in a way that really responds to peoples’ needs”

Expertise Empathy

Our Purpose –

Prosperity and Peace of Mind

Our Customer Promise - Who you are and what you need matters to usOur Employee promise - Who you are and what you contribute matters to us

abp Conference 5.09

‘She told me about her family, and had such pride in her threechildren. She also talked about being scared and feeling alone She always ended our conversations with “God bless you”and “Thank you so much”.’ In fact that’s how she endedour last conversation, even on morphine and in immensepain at the final stages of her cancer, she still thanked me.’A few days later Bruce received a call from Mrs Green’seldest daughter, “I’d like to invite you to Mum’s funeral –she really wanted you there.”At the funeral, all Mrs Green’s friends and family greetedBruce warmly. “Ahhh so you’re Bruce from NorwichUnion...she talked about you all the time.” This was clearwhen Mrs Green’s eldest daughter invited him to travel inthe family funeral car. ‘I told them about how proud theirmother was of their achievements and that gave themgreat comfort.Bruce’s feeling of humbleness and honour is whatexceptional Case Management is all about. It’s really downto treating our customers like individual human beings,especially at the time they need it most.’

This is Bruce AukettHe’s the case manager of one of our specialist teams in our HealthCare business. Over a two year period, Bruce talked to Mrs Green*,a lady with cancer, every Friday afternoon. Listening and providing

guidance and support until her death.

*For data protection and confidentiality reasons, this is not the client’s real name

abp Conference 5.09

This is the Red RibbonThis is the red ribbon we tied on Jack Dobson’s classic Land Rover when we returned it free of charge, two years after we’d settled a claim for its theft.Jack found the Land Rover on an on-line auction site under a new identity and was worried it would be written off.The vehicle, which holds huge sentimental value for Jack, was recovered by the police and we sent Paul Simpson, one of our motor engineers, to view it. He agreed that itwouldn’t be written off and we were able to give Jack abig surprise!In a note to thank us, Jack said “I’m extremely happyhaving been reunited with my beloved Land Rover. I feltI should drop you a line to express the generosity that youhave shown. You have done an excellent job of keepingme up to speed with developments and I really appreciatethe time and effort you went to…”

This is the PenThis is the pen that Jason Varner used when he hand delivered the claims forms to a man whose mother had recently died.Hearing how upset Mr. Alderton was on the phone, Jason decided to hand deliver the forms on his way home from work and helped him to complete them.“When I asked Jason if this was normal behaviour, he simply replied – we all try to do what we can to make things simpler. This is simply amazing. The fact that you are employing people that would take the time out of office hours to do such a thingwithout giving their actions a second thought, is staggering.”“So once again, thank you and please thank Jason for me. I have been able to put a face to your company now and it has a kind smile and an even kinder heart” said Mr Alderton.

abp Conference 5.09

Living our Employee Promise throughout an Employee life cycle

Recruitment Selection Induction Performance Development

in roleSuccession

Transition

to new role

Strengths Based

Advertising

Pre-screening

Recruit for Strengths

Talking Talent & Performance

Honest Conversations

Solutions Focus

Real Deal

Leading People

Daily Huddles

Talking Talent

Talent Moves

Re-Organisations

Strengths Based

Outplacement

Join us……………………Led / Managed……Developed……..Move on

How to Managestrengths

Great people joining and staying with us Leading people to be the best they can be

Matching the right people to the right roles

Our chosen 1st step

abp Conference 5.09

Design New Adverts/ Update

website content with language f ocused on

attracting people with these natural talents

Educate the agencies on the role outcomes

and the natural talents to look f or

that play to this role

Design a New Selection process that enables both the manager to identif y &

test the candidates’ natural talents and allows the

candidate to determine whether they ‘fi t’

ATTRACTION

INTERVIEW

ROLE BASEDEXERCISES

EXPERIENCE REVIEW& CLOSE

INDUCTION

Age

ncy

Ref

er a

Fri

end

Dir

ect

Mar

keti

ng

SELECTION

22 33 44

Provide managers’

with guidance on how to

‘induct’ new recruits into a

role and ensure that

they are encouraged to

use their natural

talents in the role

ROLE

OUTCOMES

11

Design New Adverts/ Update

website content with language f ocused on

attracting people with these natural talents

Educate the agencies on the role outcomes

and the natural talents to look f or

that play to this role

Design a New Selection process that enables both the manager to identif y &

test the candidates’ natural talents and allows the

candidate to determine whether they ‘fi t’

ATTRACTION

INTERVIEW

ROLE BASEDEXERCISES

EXPERIENCE REVIEW& CLOSE

INDUCTION

Age

ncy

Ref

er a

Fri

end

Dir

ect

Mar

keti

ng

SELECTION

22 33 44

Provide managers’

with guidance on how to

‘induct’ new recruits into a

role and ensure that

they are encouraged to

use their natural

talents in the role

ROLE

OUTCOMES

11

Role Profile ‘Template’

Core Capability & Academies

LMS & LearningPaths

Attraction & Selection

Reward - J ob Evaluation

Talking Talent/Honest Conversations

Role Profile ‘Template’

Core Capability & Academies

LMS & LearningPaths

Attraction & Selection

Reward - J ob Evaluation

Talking Talent/Honest Conversations

We place people in roles that allow them to use more of what they do best

We pay attention to weaknesses that are critical to the role and/or could hinder performance

We develop knowledge & skills whilst in the role

Capability•What the

Organisationneeds to do well

Outcome•What the organisation

needs Youto do well

Skills/Experience•What Youneed

to develop/ do more of

Natural Talents•What You

naturally do well

Role Outcomes Profi leI dentif y through Selection &

Talent Processes

Capability•What the

Organisationneeds to do well

Outcome•What the organisation

needs Youto do well

Skills/Experience•What Youneed

to develop/ do more of

Natural Talents•What You

naturally do well

Role Outcomes Profi leI dentif y through Selection &

Talent Processes

Be attuned to what it is that people do best and harness that with themBe attuned to what it is that people do best and harness that with them

Recruiting for Strengths

abp Conference 5.09

• Care about me as a fellow human being• Help me to resolve any underperformance quickly• Treat me with respect at all times

Respect

Clarity

Play to Strengths

Praise & Recognition

Growth & Development

Clear The Way

• Inspire me with a compelling vision of our purpose• Demonstrate how I contribute to our strategy• Focus me on clear personal and team outcomes

• Select me for my natural talents• Capitalise on what I excel at every day• Help me move on if my strengths aren’t needed

• Understand what motivates me as an individual• Give me frequent recognition for a job well done• Celebrate my strengths

Excite People To Exceptional Performance

• Provide me with an appropriate level of stretch• Give me timely feedback that is both honest and fair• Coach me to improve effectiveness

• Support me in overcoming obstacles• Escalate the issues we can’t resolve• Ensure we’re always looking to improve what we do

Leading our people

Abp conference 5.09

Managing Talent & Performance the Aviva Way Every-one is Talent

Aviva Talent

Lower performanceLower potential

Higher performanceHigher potential

Number of people

Engage rather than exclude the

“Vital Many”Inclusive and Differentiated

RigorousSelection

&PerformanceManagement

“A Players”Cannot be overlookedBut should not be the

exclusive focus of effort

abp Conference 5.09

Increasing effectiveness as we move down through the layers

•Buy-in by front line employees

•Understanding by people of what is happening which impacts their area

•Opportunity for all to have their say and influence decision making upwards

•Increased capability and commitment of Team Managers

•Improved mechanisms for communicating change.

Broadcast

Interactive

Collaborative and

Participative Our key communicationfocus is in this bottom layer

Fair ProcessECR Daily

Leadership

1:1’sTraditional

weekly team meetings

Conferences Senior managerwalkabouts andpresentations

internal Magazine

Business Linemagazines

The Pulse

Aviva World

Communicating and Engaging our people

through daily huddles and stories

Senior managerteleconf

Focus : Clarity : Commitment

An Evolution – Realise2

abp Conference 5.09

In the World Around Us

Swine flu spreads person to person

In the News

Economic recovery not predicted until 2012

On TV

Maria heartache

Roxy agony Tanya Torment

A teenage boy stumbles upon a government conspiracy

In Psychology

Happiness: 1,710

UK Depression: 54,040

In Business

Pay rises suspended for another year

Only 33% of UK employees get to use their strengths everyday

abp Conference 5.09

Abundance

The Abundant

Organisation

Dave Ulrich, 2009

Recruitment Selection Induction Performance Development

in roleSuccession

Transition

to new roleRecruitment Selection Induction Performance

Development

in roleSuccession

Transition

to new role

APP Conference 4.09

50

55

60

65

70

75

80

85

90

95

100

A B E F L S AB AB

Before SMPAfter SMP

percentage

team

50

55

60

65

70

75

80

85

90

95

100

A D F H L P U AG AH AJ AK AL

Before SMP

After SMP

team

0

20

40

60

80

100

120

140

C M Q AB

Before SMP

After SMP

Productivity up 21%

Quality up 14.5%Call Average Answer Delay Down 54%

greenamberamberredred

greengreengreengreengreen

Before SMP Daily

After SMP Daily

Team B Team C Team D Team E Team F

Morale noticeably improved

Let the results speak for themselves

Benefits already seen from using Strengths-Based Recruitment are:

12% higher customer satisfactionInduction process shortened by 1 weekFrom 3:1 interview to appointment ration to 1.5:1NUI Commercial Underwriters are doing what was previously 2 days work in 1Removal of 7 competency frameworksHalved leavers in first 12 months

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