Strengthening Aviva in the Face of Adversity Karen

Strengthening Aviva in the Face of Adversity Karen Stefanyszyn – AVIVA Nicky Page - CAPP abp Conference 5. 09

Remember whose money it is I am not a customer reference number Universal desire for individual recognition I am not a target market abp conference 5. 09

The World – Our World – My World APP Conference 4. 09

A bit about Norwich Union ……soon to be Aviva (add our journey) • World’s 5 th largest insurance group • 54000 Employees • 45 Million Customers • 28 Countries NU – UK’s Largest Insurer NUL 6 Million Customers NUI 4. 3 Customers • Long Term Savings • Fund Management • General Insurance abp conference 5. 09

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 Abp conference 5. 09 Three pillars: (i) Positive experiences (ii) Positive individual characteristics (iii) Positive institutions

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) Pre-existing capacity Authentic Energising Abp conference 5. 09

Our Purpose – Prosperity and Peace of Mind “At our best we use our expertise in a way that really responds to peoples’ needs” Expertise Meeting peoples’ individu al needs Empathy Our Customer Promise - Who you are and what you need matters to us Our Employee promise - Who you are and what you contribute matters to us Abp conference 5. 09

This is Bruce Aukett He’s the case manager of one of our specialist teams in our Health Care 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. ‘She told me about her family, and had such pride in her three children. 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 ended our last conversation, even on morphine and in immense pain at the final stages of her cancer, she still thanked me. ’ A few days later Bruce received a call from Mrs Green’s eldest 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 greeted Bruce warmly. “Ahhh so you’re Bruce from Norwich Union. . . she talked about you all the time. ” This was clear when Mrs Green’s eldest daughter invited him to travel in the family funeral car. ‘I told them about how proud their mother was of their achievements and that gave them great comfort. Bruce’s feeling of humbleness and honour is what exceptional Case Management is all about. It’s really down to treating our customers like individual human beings, especially at the time they need it most. ’ abp Conference 5. 09 *For data protection and confidentiality reasons, this is not the client’s real name

This is the Red Ribbon This 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 it wouldn’t be written off and we were able to give Jack a big surprise! In a note to thank us, Jack said “I’m extremely happy having been reunited with my beloved Land Rover. I felt I should drop you a line to express the generosity that you have shown. You have done an excellent job of keeping me up to speed with developments and I really appreciate the time and effort you went to…” This is the Pen This 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 thing without 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 Join us…………Led / Managed……Developed……. . Move on Recruitment Strengths Based Advertising Selection Recruit for Strengths Pre-screening Induction How to Manage strengths Performance Talking Talent & Performance Honest Conversations Development in role Succession Talking Talent to new role Re. Organisations Talent Moves Solutions Focus Real Deal Our chosen 1 st step Transition Strengths Based Outplacement Leading People Daily Huddles Great people joining and staying with us Leading people to be the best they can be abp Conference 5. 09 Matching the right people to the right roles

Recruiting for Strengths Be attuned to what it is that people do best and harness that with them 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 abp Conference 5. 09

Leading our people Clarity • Select me for my natural talents • Capitalise on what I excel at every day • Help me move on if my strengths aren’t needed Praise & Recognition • Understand what motivates me as an individual • Give me frequent recognition for a job well done • Celebrate my strengths Growth & Development abp Conference 5. 09 • Inspire me with a compelling vision of our purpose • Demonstrate how I contribute to our strategy • Focus me on clear personal and team outcomes Play to Strengths Excite People To Exceptional Performance Respect • Care about me as a fellow human being • Help me to resolve any underperformance quickly • Treat me with respect at all times • Provide me with an appropriate level of stretch • Give me timely feedback that is both honest and fair • Coach me to improve effectiveness Clear The Way • Support me in overcoming obstacles • Escalate the issues we can’t resolve • Ensure we’re always looking to improve what we do

Managing Talent & Performance the Aviva Way Every-one is Talent Number of people Rigorous Selection & Performance Management Engage rather than exclude the “Vital Many” Inclusive and Differentiated “A Players” Cannot be overlooked But should not be the exclusive focus of effort Aviva Talent Lower performance Lower potential Abp conference 5. 09 Higher performance Higher potential

Communicating and Engaging our people through daily huddles and stories Broadcast internal Magazine Aviva World The Pulse Business Line magazines Interactive Collaborative and Participative abp Conference 5. 09 Conferences Senior manager walkabouts and presentations Traditional weekly team Senior manager 1: 1’s meetings teleconf 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. Leadership ECR Daily Fair Process Our key communication focus is in this bottom layer Focus : Clarity : Commitment

An Evolution – Realise 2 • Perform well • Energising • Marshall their use • Perform well • Energising • Maximise their use Unrealised Strength Realised Strength Weakness Learned Behaviour • Perform poorly • De-energising • Minimise their use abp Conference 5. 09 • Perform poorly • De-energising • Minimise their use

In the World Around Us On TV Maria heartache Tanya Torment In the News A teenage boy stumbles upon a government conspiracy Roxy agony In Business Pay rises suspended for another year Only 33% of UK employees get to use their strengths everyday Swine flu spreads person to person Economic recovery not predicted until 2012 In Psychology UK Depression: 54, 040 Happiness: 1, 710

Abundance Positive Psychology Philosophies Appreciative Methodologies Work Family The Abundant Organisation Corporate Social Responsibility Community Based. Organisation Individual Recognition abp Conference 5. 09 Dave Ulrich, 2009

Let the results speak for themselves Productivity up 21% Benefits already seen from using Strengths-Based Recruitment are: 12% higher customer satisfaction Induction process shortened by 1 week From 3: 1 interview to appointment ration to 1. 5: 1 NUI Commercial Underwriters are doing what was previously 2 days work in 1 Removal of 7 competency frameworks Halved leavers in first 12 months Call Average Answer Delay Down 54% APP Conference 4. 09 Quality up 14. 5% Morale noticeably improved

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