People form the bedrock of our business. We are in the business of covering lives and emotional connect with our customers and their needs is the most basic premise for success. We encourage our employees to think new, be honest, be helpful and do more.
We are careful about who we recruit. We believe insurance is not difficult a job. It just needs the right attitude - the attitude of being honest and helpful. We experimented with a new model of organization building and moved away from protocols and established recruitment procedures. We just encouraged all our employees to bring their friends and family members. It’s very interesting, in just a few months we were able to get more than 1000 people, all recruited through internal references! When a person joins through internal references, he gets all the information he wants. Nothing is held back - the pluses and minuses of his job, the good things and bad things about the company, the boss and of course, the colleagues.
Employee attrition is a problem in the industry. Most of the times the person leaves because his expectations are not met. We strongly believe that if full information is given both formally and informally, it’s very likely that a person joins the organization with his eyes wide open.
We have all the normal processes to train an employee like Induction Training, Online Training, and On-the-Job Training. But the true training actually happens when our employees meet our customers and understand what they want and where the gaps exist. Customer feedback is the most critical syllabus our employees need to study.
Basing on customer feedback, we have prepared case studies that every sales person goes through in a role-play. His learning is further reinforced through audio-visual clips. A trainee whether he is a sales person or corporate staff can go through these clips and see how he can respond better. We have a good training facility something like in a good Business School. We discuss case studies, watch movies that have a strong message for the business etc.
We have an open office, where everyone sits in close visual proximity to each other. The cafeteria serves hot beverages, soft drinks, cut fruits, snacks and hot lunch. Many days, we see the cafeteria overcrowded - these are obviously the days when the chef has cooked up something special. We do things like playing favorite songs or serving preferred dishes during lunches on the birthdays of our staff. We also have office vans to provide them conveyance from the nearest train/ bus stops.
Addressing The Obvious
Our sales staff spends most of their time, meeting customers in the field. They usually work out of our network of over 4,800 partner bank branches. Because of heavy traffic in the bank branches and constant commute from one bank branch to another, sometimes the stress levels are high and they feel alienated from the corporate office.
Our employee sometimes do feel pressure of long work hours, weekend & month end pressures and inadequate field office facilities.To help them ,we are encouraging flexi time work, job rotation, transfers to work place of their choice, promotions through internal job postings etc.We know that managing employee expectations is tough and the best way to deal with this challenge is to remove subjectivity from the process of assessment. Employee assessment is managed through clearly defined and measurable KPIs that are calculated on the model of a GPA score that is published. Everyone exactly knows where he stands in respect of rank and target achievement. There is hardly any need for year-end assessment and incentives & bonuses are quickly calculated and released immediately after the closure of the business year.