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Transcript

Induction Proposal 2025

01

Introduction

Objectives

Corporate

Customer

Claims

Onboarding Journey

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Overview

What to Expect:
  • A Genially link will be added to Harbour for new colleagues to understand the onboarding process at SBG and what to expect within their first 6 weeks.
  • Each delegate will be provided with digital plan outlining their schedule, resources, and key contacts during the induction period.

Claims Induction

Duration
Fire Safety
SME Workshops
Systems Training
Complaints
A Day in the Life of
Reducing Resource
Shadowing
E-Learning
Reflection

Probation

Probationary Period

• Training Plans: Currently in progress to support new colleagues during probation period, this help to facilitate the handover to the Team Manager. • Appraisal Cycle and Objectives: Defined to monitor and guide performance. • Coaching: Provided throughout the probationary period for continuous development

Regular buzz sessions with frequency to be confirmed, focusing on continuous improvement in complaints handling.

Complaints

Provided on an ad-hoc basis as needed to support ongoing development.

Coaching

Beyond

Day 5

Day 4

Day 3

Day 2

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Day 1

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Induction Plan Overview

Day 8

Day 7

Day 6

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Induction Plan Overview

Benefits

1. Comprehensive Training: The extended schedule allows for a deeper dive into each topic, ensuring new colleagues are well-prepared. 2. Practical Application: SME led sessions in Week 2 provide real-world insights and applications, enhancing the practical knowledge of new claims handlers. 3. Reduced Disruptions: Scheduling SME presentations in Week 2 reduces the impact on the businesses day-to-day operations, allowing for uninterrupted on-the-job training.

Benefits continued.....

4. Enhanced Customer Service Skills: Focused sessions on customer service, complaints handling, and dealing with vulnerable customers aim to improve overall customer satisfaction. (Consumer Duty & CARE) 5. System Proficiency: Dedicated time for systems training and shadowing ensures new colleagues are comfortable with the tools they will use daily. 6. Timely Compliance: Incorporating e-learning linked to relevant sessions ensures all compliance training is completed within the first 10 days, aligning with regulatory requirements and company policies.

Adaptation to change

Variability in Quality

Overloading colleagues

Operational Disruption

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Increased costs

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Associated Risks with new Induction

Resource Allocation

Employee Attrition

Compliance

Technical issues

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Measurement & evaluation

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Associated Risks with new Induction

Associated Risks with new induction

By identifying and addressing these risks proactively, the Learning and Development team can ensure the successful implementation of the revamped induction plan, leading to a more competent and confident workforce.

Conclusion

The revamped induction plan is designed to create more well-rounded claims handlers with a strong foundation in both theoretical knowledge and practical skills. By extending the induction period and strategically scheduling SME presentations, we aim to enhance the training experience and operational efficiency with a smooth transition from induction to on-the-job training. Based on an increased number of days now for the Claims induction, we will only be able to deliver one induction per month. This proposal ensures the business benefits from a more competent and confident workforce, ready to handle the complexities of claims management whilst applying the underpinnings of the CARE initiative and Consumer Duty.

  • Resistance: Business might resist the change from a 5-day to an 8-day induction program, leading to lower engagement and support.
  • Mitigation: Communicate the benefits of the new induction plan clearly to all stakeholders in BP meetings and involve them in the planning process to gain buy-in.
SME Workshops

Conducted before entering the business for review and deeper understanding.

Group Reflection

Following call listening sessions to enhance learning..

o 09:00: Claims Systems Training (SME) o 13:00: Call Listening (Departments) o 17:30: Day Close

  • Inconsistent Delivery: Different SMEs might deliver content with varying levels of effectiveness and engagement.
  • Mitigation: Standardise training materials and provide SMEs with guidelines and training on effective presentation techniques to ensure consistency.(Train the Trainer)

Establish a deeper understanding of the CARE initiative and how to apply this.

Establish a deeper understanding of Consumer Duty and what this underpins.

Improve the overall customer service skills of new colleagues.

o 09:00: Claims Handling Practices (ICOBS 8) - (IS/JM)o 10:00: Day in the Life (Claims colleagues)o 13:00: Interventions presentation (SME)o 14:00: E-learning moduleso 16:30: Recap of Day 3

  • Regulatory Requirements: Delays in completing mandatory compliance training due to the extended induction period might lead to non-compliance.
  • Mitigation: Prioritise compliance e-learning modules within the first 2 week of the induction to ensure all regulatory requirements are met on time.
Reducing Resouce usage

Laminated welcome signs, overview checklists, and group activity sheets to create reusable resources and reduce flipchart paper use..

Complaints

Improved training on handling complaints.

  • Material Resources: Ensuring adequate availability of training materials and resources for a larger and longer induction period may be challenging.
  • Mitigation: Plan resource allocation meticulously and explore digital solutions to minimise physical resource constraints.
  • Business Impact: SME-led sessions and increased training duration might lead to temporary resource shortages in operational departments.
  • Mitigation: Schedule SME sessions during less busy times..
Increased to 8 days

Allows for more comprehensive training and a smooth transition from induction to operational training

  • 09:30: Tour & Introductions (IS)
  • 10:00: Facilities Induction (DB) - DSE e-learning including Fire Awareness
  • 11:00: HR Presentation - Code of Conduct e-learning
  • 13:00: Systems Access including Cascade & Knowledge Hub (IS/JM)
  • 15:00: Corporate Induction (IS/JM)
  • 16:30: Recap of Day 1
  • Financial Impact: Extending the induction plan from 5 to 8 days involves additional costs such as SME & Trainer time.
  • Mitigation: Ensure project allocation covers the extended training period and explore cost-effective training methods, such as virtual sessions and reusable materials.
  • Attrition: The extended induction period might lead to higher initial attrition if new employees feel overwhelmed or dissatisfied with the training.
  • Mitigation: Provide continuous feedback opportunities and support throughout the induction period to address concerns and enhance satisfaction.

09:00: Introduction to Insurance inc Total Loss Identification & EV/Hybrid SME Presentation (IS/JM & PH/AR) o 13:00: Principles of Insurance (IS/JM) o 16:30: Recap of Day 2

  • Cognitive Load: An intensive 8-day induction program might overwhelm new employees, leading to reduced retention of information.
  • Mitigation: Incorporate regular breaks, interactive sessions, and recap activities to reinforce learning without overwhelming participants.

• Create a more blended approach to face-to-face and e-learning experiences.

• Ensure comprehensive training on company systems and procedures.

• Provide wider exposure to the claims handling function and awareness of different departments and roles. .

• Complete all compliance e-learning within the first 10 days of joining the business.

o 09:00: Introduction to Customer Service including Telephone Etiquette, Ban the Boomerang, Dealing with Angry Customers & Effective Written Communication inc. CARE Framework (IS) o 16:30: Recap of Day 3

Shadowing

Increases confidence and exposure to systems and processes.

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  • System Access: Increased reliance on e-learning and systems training may be hindered by technical difficulties, affecting the learning experience.
  • Mitigation: Ensure all technical resources are tested and functional before the induction program begins and have IT support readily available.

• To introduce metrics such as QR codes and utilise first attempt data to measure learning and impact. Including an additional QR code at 3 month reviews, this will allow learning to be measured and L&D to offer any support needed from 3 – 6 month period alongside the Team Manager.

• Provide wider exposure to the claims handling function and awareness of different departments and roles. ..

Provide a more in-depth understanding of claims handling..

o 09:00: Vulernable Customer Training (SME) o 10:00: Product/Policy Training inc Indemnity presentation (IS/JM & PL) o 13:00: Identifying Serious Injuries presentation (SL)o 14:00: Introduction to Reserving (IS/JM)o 15:00: E-learning moduleso 16:30: Recap of Week 1 (IS)

o 09:00: Introduction to CQR & QA (IR)o 09:30: Introduction to Vulnerable Customers (IS/JM) o 11:30: Vulnerable Customers e-learning (IS/JM) o 13:00: Introduction to Complaints (IS/JM) o 14:00: DPA/GDPR o 15:00: DPA & Complaints e-learning o 16:30: Recap of Day 4 (IS)

Fire Safety Awareness

Incorporated at the request of Business Services Manager.

Added Systems Training

Ensures proficiency in the tools used daily.

A Day in the life of

Meet and greets with colleagues from different departments, providing a holistic business overview

o 09:00: CIT & CFU presentation (SME)o 13:00: handover to business inc DSE e-learning module o 16:30: Recap of Day 4 (SME)

  • Tracking Effectiveness: Introducing new metrics such as QR codes and first attempt data requires robust tracking and analysis.
  • Mitigation: Develop a comprehensive evaluation framework and train staff on data collection and analysis to ensure accurate measurement of training outcomes.