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Branch feature Sagicor Bank Mandeville:Customer service is their strength

Sagicor Bank Ocho RiosThriving on community spirit

Cover featurePanCaribbean becomes Sagicor Investments Jamaica

Community focus Victoria Jubilee handover

Women’s Centre St Ann’s Bay

Special featureThe Last Lap

Contents

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On the cover: (L-R): Philip Armstrong - Managing Director, Sagicor Bank Jamaica Ltd; Richard O Byles - Chairman, Sagicor Investments Jamaica Ltd; The Hon Maurice Facey - Chairman, Pan-Jamaican Investments Trust Ltd; Donovan H Perkins - President & CEO, Sagicor Investments Jamaica Ltd and Peter Melhado - Chairman, Sagicor Bank Jamaica Ltd

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Sagicor Bank MandevilleCustomer service is their strengthEver since opening its doors in 2004, Sagicor Bank Mandeville (formerly PanCaribbeanBank) has established itself as more than a financial institution, but a pillar of the community. The institution was launched as Pan Caribbean Merchant Bank, then transitioned to PanCaribbeanBank in 2008 and, more recently, Sagicor Bank in in December 2012. The branch has also racked up a number of accolades since 2004, including the Manchester Chamber of Commerce Best Customer Service Award and the PanCaribbeanBank Branch of the Year award.

Behind the success of Sagicor Bank Mandeville lies its devotion to managing client relationships, dedication to providing the highest quality of customer service and commitment to team development. “The team understands that in order to be successful, their goals must be in sync with those of the organisation. The team goals are paramount and once these are achieved, the individual goals will automatically fall into place,” said Branch Manager, Loven McCook.

Indeed, individual team members have consistently won awards for Best Customer Service, Top Salesperson and Team Member of the Quarter. This includes the 2011 Star Awards, where team member Alicia Taylor won the Best in Customer Service trophy. “Mandeville has a reputation of producing high performers,” said McCook. “We are very proud of last year’s results, as we remain on the path to always improving on our own track record.”

“It’s a wonderful feeling just knowing that my efforts and hard work were recognised and applauded by the institution,” said Taylor of her win. “It also gave me a sense of accomplishment as I always ‘stretch myself ’ in setting personal targets and goals, especially knowing that I joined the sales team in 2011 and was considered a ‘newbie’ in the customer service department.”

McCook feels that Taylor’s focus and drive are the factors that led to her success. Because of these traits, she receives strong support from her team members as well as from management. He asserted that the Mandeville branch endeavours to go beyond the bare minimum of what is required for customer satisfaction. “We have regular in-branch training on customer service, even to the extent of doing role plays on how we can deal with customers who we consider to be more demanding,” he said.

Since the introduction of Sagicor Bank to Mandeville, it has played a significant role in contributing to the community, not just in financial services, but also in partnering with various organisations such as the Lions Clubs of Manchester and Hanbury Children’s Home. Along with these charitable contributions, Sagicor Bank is a member of the Manchester Chamber of Commerce and has had team members serving in various capacities on the board.

Branch feature

Loven McCook, Branch Manager Mandeville team member Alicia Taylor with her Best in Customer Service trophy

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Sagicor Bank Ocho RiosThriving on a strong community spiritIn 2004, Pan Caribbean Merchant Bank (now Sagicor Bank) opened its doors at 24 Main Street after the acquisition of the holdings of Manufacturers Sigma Merchant Bank Limited. Starting out with just three staff members, the business grew over time, especially after the launch of the full service PanCaribbeanBank (now Sagicor Bank) in 2008.

The Ocho Rios branch takes customer relations very seriously. “It is important that we ensure that the customer perceives value from their experience with us. To accomplish this, we find out who our customers are, what they demand and what they expect,” said Branch Manager, Oral Heaven.

The Sagicor community in Ocho Rios is a very close-knit one, consisting of a broad and loyal customer base. In the eight years since opening, the Bank has outgrown its old location at 24 Main Street and recently moved to the Eight Rivers Towne Centre, the newest complex in Ocho Rios. This location will provide them with better visibility as well as easier access for customers and better parking facilities.

Sharlene McKoy, the branch’s Senior Officer - Sales and Investments, Sagicor Investments, won the prize for Best Customer Service in 2011 and she is confident she will win again. “I believe I continue to over deliver. It’s not just doing your job, or delivering a service; it’s getting to know people and their needs (both banking and personal),“ she said. “Most times, clients sit with me while transacting their banking and just want someone to talk to about the

problems they may be having, whether in their marriage or otherwise. What is important is creating happy and over happy customers, which I always aim for.”

Heaven feels that as the branch grows, it will continue to give only the best service, as client interaction plays a major role in its success. “This will probably sound cliché, but it really is going above and beyond what is required in wowing our clients. It goes back to relationship building and nurturing the relationship we share with our clients. We ensure that they feel important and cared for,” he said.

Heaven, who is a Director of the St Ann Chamber of Commerce, mentioned that Sagicor Bank Ocho Rios is an integral part of the community having being involved in various activities. They have assisted many institutions including the Ocho Rios Basic School, the St Ann and St Mary Chapter of the Cancer Society, the House of Love that houses disabled children and Pineapple Basic School. They have also hosted and sponsored the Ochi Corporate Mixer, a networking event in the parish.

While all Sagicor branches give their best in customer service, Heaven vouched that the Ocho Rios branch endeavours to build their team from within. Training exercises and motivational sessions contribute to team building, which then leads to delightful customer service. “We are never complacent in adding value to our customers. We know that everything can be made better; we just need to be creative and innovative in how we execute,” said Heaven.

Branch feature

The ribbon cutting ceremony for the new location of the Ocho Rios Branch at Units 5 & 6, Eight Rivers Towne Centre, Buckfield, Ocho Rios was held at 4pm on December 18.

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Cover story

PanCaribbean becomesSagicor Investments Jamaica PanCaribbean became Sagicor Investments Jamaica Limited on December 17, 2012. After years of success in the financial sector, they have taken the next step towards ensuring their longevity and bringing their services to the wider Jamaican public.

The Sagicor brand is well known and trusted in the Jamaican landscape; one in three Jamaicans does business with Sagicor. Through PanCaribbean’s rebranding to Sagicor, the elements that people know and love about Sagicor will also apply to the new brand. Already Sagicor was a majority shareholder of PanCaribbean and with their common values the rebranding, while a big step, was one worth pursuing.

Through the rebranding, PanCaribbean, now Sagicor Investments Jamaica Limited will be able to offer their services to a wider client base and cater to a variety of needs. “While we have a good brand at PanCaribbean, Sagicor is a more renowned brand and our feeling about the future is that with the rebranding we will have the ability to attract more of their customers to be a part of us. We see no reason why we shouldn’t be doing even more business and keeping more business within the group. The strategy to rebrand is really focused and

centred around that,” said Philip Armstrong, Managing Director of Sagicor Bank.

Customer relations has always been a part of the core values. “We really seek to develop a relationship with all our customers and try and understand their needs and then work diligently to fulfil these needs, be it on the investment side or on the side where they need funds to build their business,” said Donovan Perkins, President & CEO of Sagicor Investments Jamaica Limited. This attitude is one that has contributed to their growth and development over the years.

Their commitment to service and to their clients is evident in the testimonies of their clients. Gary Matalon, CEO of the Kingston Live Entertainment (KLE) Group recalls when during some inclement weather a team from PanCaribbean came to his house to work on a presentation that needed to be done. “One of the things that separated Pan, for me, from the rest was the fact that we always had the attention, not only from all the people that worked at Pan but the senior, most senior, level of management. You just felt that you were super important.” This level of dedication will only improve with the rebranding.

(L-R): Chairman of Sagicor Bank Jamaica Limited - Peter Melhado, former PanCaribbean Chairman, The Hon Maurice Facey and Chairman of Sagicor Investments Jamaica Limited, Richard O Byles

Donovan H Perkins, President & CEO, Sagicor Investments Jamaica Limited places the strip on the Jamaica Stock Exchange Board for Sagicor Investments Jamaica Limited.

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Cover storyAs a small institution, PanCaribbeanBank (now Sagicor Bank) offered a level of intimacy with the banking process. “We see an opportunity to have an institution that is known as a small business bank. We are a small bank so we have the opportunity to have our customers view us in the same way that we are viewing them, in that we are both small, we’re both ambitious, we both want to be successful, so let’s do it together,” said Armstrong.

Another satisfied client is Carlette DeLeon, Managing Director of Breakthrough Communications who has worked with PanCaribbean both on a personal as well as a professional level. Breakthrough Communications provided public relations services for PanCaribbeanBank (now Sagicor Bank) and Pan Caribbean Financial Services (now Sagicor Investments). “Personal service is a big deal at PanCaribbean. I know who my agent is, who my financial advisor is and I have a relationship with them,” said DeLeon.

Never just about money matters, PanCaribbean also focused on giving back and the rebranding will allow them to improve on this. A major aspect of their corporate citizenship is the annual Sigma Run. “We’ve done tremendous good though the Sigma Corporate Run and I think every person here is really proud of their association with Sigma and what’s it’s done for our community,” said Perkins. In recent years, the participant number has grown from 9,550 participants in 2009 to 14,728 participants in 2011. This event is also good at fostering team spirit amongst the Sagicor family and amongst the other companies and organisations that participate.

The rebranding has been some time coming and has happened at the right time. “I think the rebranding will lay a foundation for the growth of the organisation, for both organisations, both the insurance side and the banking side in the next decade,” said Perkins.

Danielle Cunningham, Marketing Manager - Sagicor Investments Jamaica Limited, shares a joke with The Hon Maurice Facey - Chairman, Pan-Jamaican Investments Trust Limited

RJR 94 FM’s Paula-Anne Porter-Jones and Alan Magnus interviews Donovan H Perkins, President & CEO Sagicor Investments Jamaica Limited and Richard O Byles, Chairman Sagicor Investments Jamaica Limited.

Smile Jamaica host Neville Bell, chats with Tamara Waul-Douglas- Branch Manager - New Kingston, Sagicor Bank and Philip Armstrong, Managing Director of Sagicor Bank.

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Community focus

Sagicor Bank and Sagicor Investments Jamaica Limited are well known for our financial products and outstanding customer service, but we also take pride in giving back to Jamaica through various initiatives. Here is a look at some of the organisations and projects we support.

Sagicor Investments (formerly Pan Caribbean Financial Services) presented equipment valued at more than $12 million to the Victoria Jubilee Hospital’s Neo Natal Unit. The equipment was acquired from the proceeds of Sigma Corporate Run 2011. The handover ceremony took place on Tuesday, December 4 at the Victoria Jubilee Hospital (VJH).

The Victoria Jubilee Hospital has an average of 8,000 births recorded annually and serves more than 70,000 patients. The donation provided the hospital with critical biomedical equipment including incubators, radiant warmers and a Bubble C-Pap machine, which is used to help promote breathing in premature babies.

The Sigma Corporate Run began in 1999 with the goal of raising $500,000 for the Jamaica Foundation for Cardiac Disease. Over the 14-year history of the run, several charities have benefited from the funds raised. The money raised over the years has exceeded $100 million and beneficiaries include Jamaica AIDS Support for Life, the Bustamante Hospital for Children and Sir John Golding Rehabilitation Centre, among many others.

Victoria Jubilee handover

New equipment donated to the Victoria Jubilee Hospital

(L-R):  Beulah Stevens - CEO of Kingston Public Hospital (KPH) and VJH, Valarie Taylor Smalling - Director of Nursing Services, Dr Yanique Brown - Consultant Paediatrician at VJH, Donald Farquharson - Regional Director, South East Regional Health Authority (SERHA), Donovan H Perkins - President & CEO of Sagicor Investments Jamaica Limited, Ingrid Card - Assistant Vice President, Group Marketing at Sagicor, Littleton Shirley - Board Chairman, SERHA and Jennifer Chambers - Deputy CEO KPH and VJH.

New donated equipment

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Community focus

Velma Monteith receiving a wall fan from Oral Heaven, Branch Manager-Sagicor Bank, Ocho Rios

Pamela Richmond - Counselor receives items from Charlene McKoy, Senior Officer-Sales and Investments, Sagicor Investments Jamaica- Ocho Rios

Brenda Brown - Counselorreceives items from Karleen Bascoe, Branch Lead, Ocho Rios

Members of the Sagicor Bank Ocho Rios team visited the Women’s Centre in St Ann’s Bay on December 12, 2012, to deliver some holiday cheer. Bags with clothing, bottles and other items for babies were distributed to 20 young mothers and the centre was also presented with six wall fans.

Women’s CentreSt Ann’s Bay

Velma Monteith receiving items from Oral Heaven

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Special Feature

The Last LapTeam members came out on November 10, 2012 to celebrate the last team event as PanCaribbean under the theme ‘Tropical Escape   - The  Last  Lap.’ The Alterry in Runaway Bay was transformed and much to everyone’s delight, the rains held up. DJs Mac and Nicco, along with gospel artiste Omari, certainly added to the excitement. The food and drink flowed as team members engaged in friendly competitions, face painting and frolicking. It was a memorable event that ended with  red and white Chinese lanterns being released into the sky, signifying the release of PanCaribbean and our rebirth as Sagicor. The Alterry was most definitely the place to be!

Floating lanterns at the Last Lap

Michelle Distant and Christine Bucknor

Dave Hewan

Sandra Stupart, Bryan Johnson and Orleth Brown

Nasser Johnson, Debreca Scarlett, Alex Peart and Damon St Clare Brown

Ffion Fletcher

The Sagicor Bank Building 60 Knutsford Boulevard

Kingston 5 Jamaica

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