Managing People Through Change Kathleen Halbert Susan Sidey Peter Reilly

Agenda o Introduction o Overview o Manager’s Experience o Underwriters Experience

Kat Halbert

Susan Sidey

Pete Reilly

Overview EPS – Employee Promise Survey o Reward o Development o Engagement o Leadership

So What Next? o SLT Agreement o Considerations o Devise a new structure o Benefits

Pay Progression Progression Technical Behaviours Knowledge & Skills Systems Processes Market Awareness Quality & Performance Mandatory and Essential Knowledge Personal Responsibility Emotional Intelligence Team Support Customer Excellence Progression

Pay Progression Framework Takes initiative to lead when required, supports forward planning of own and team workload. Change champion, able to represent business area and value is recognised outside of own center Advanced £19,000 Deals with a higher level of complex work, supports others, takes on additional responsibility and is a high performer. Demonstrates strong technical knowledge and behaviours Effective £16,750 Competent in role, FSA level 3, achieved minimum knowledge &license requirements (as applicable) And demonstrates good all round performance and behaviours Advocate £22,500 Expert £21,000 Developing £14,500 Behaviour Technical Developing towards competence in the role in terms of capability skills and behaviours Technical and behavioural expert, demonstrates leadership qualities, meets and exceeds performance objectives

Pay Progression Personal Responsibility  Respects and values all colleagues  Listens, observes and learns from others  Responds positively to constructive feedback  Effectively manages time including punctuality taking into account customer and team needs or demands  Applies new knowledge and skills, using all tools, seeks support and guidance where necessary  Shows understanding of processes and able to explain this to the customer  Focuses on delivering required outcomes whatever obstacles & challenges may arise  Basic understanding of local business strategy Emotional Intelligence  Demonstrates enthusiasm and commitment towards role  Accepts the need for change and remains focused on fulfilling customer demands  Considers self awareness and impact on others Team Support  Interacts and builds relationships within the team  Has a can do and will do attitude Customer Excellence  Treats customers as individuals  Understands customer demands through listening and asking the right questions  Takes ownership of the customer and keeps them informed of progress and delivers on promises  Recognises customer dissatisfaction where possible, seeking support as required. Follows appropriate escalation process  Can identify problems and resolve with support Knowledge & Skills. Working towards achieving required Underwriting Licence(s) as per the Commercial Pay Progression Underwriting Matrix Aug 2011 (See Attached Doc)  Working within Limits of Authority (Licence Level) & knowing when to refer.  Understanding & identification of potential breach situations. SystemsAble to use all relevant systems with guidance:  Gemini  Polisy  Aquarius  Fleet RMI  Hawkeye  Exceed  Lotus Notes  Certificate Database  Compass/OUI  SOLAR  Acturis Processes  Able to deal with basic Renewals, QUADS, MTA’s, Surveys, Quote and New Business with guidance & referring where necessary. Market Awareness  Awareness of Aviva Underwriting Strategy.  Awareness of Broker business, i.e. 110 Brokers, BIG Brokers and Key Partners  Awareness of Corporate Partners (Perth)  Awareness of Commercial On-line principles & functionality (Perth) Quality & Performance  Works Under Supervision.  Complete allocated work to achieve SLA’s / customer demand. Behaviours Technical

Pay Progression o Moderation o Implementation o Appeals

Page 12 Pay Progression

Oct 2008 Jan 2009 Feb 2010 Nov 2010 Jan 2011 Oct 2011 Joined Aviva Level 5 P&L licence Level 5 Motor Trade licence Level 4 P&L licence Cert CII attainment and ST Project Level 2 Package licence

Pay Progression March 2011 New start salary £14,500 My salary £14,500

Pay Progression New Porsche Holiday Big screen tv

Pay Progression

Questions ? Presentation title here page 17