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Recognition to Drive Engagement – A Scotiabank Case Study
Ramon Edilio VargasDirector Global Employee Recognition at Scotiabank
Vanessa BrangwynChief Customer Officer at Achievers
Achievers | Scotiabank
AGENDA
May 21st 2018
• The Impact of Recognition
• The Service Profit Chain
• Customer Case Study - Scotiabank
• Pillars of Success
2
May 21st 2018Achievers | Scotiabank 3
Source: Harvard Business Review May 9, 2016
“Recognizing employees is the simplest way to
improve morale and employee engagement.”
We all know
recognition
works...
Source: Gallup – Q12 Meta Analysis May 2016
May 21st 2018 4Achievers | Scotiabank
Organizations in the top
quartile of employee
engagement scores
had 17% higher
productivity
than those in the
bottom quartile.
• The Employee experience determines the customer experience
The Employee Experience
The Customer Experience.
determines
May 21st 2018Achievers | Scotiabank 6
THE SERVICE PROFIT CHAIN
Customer
Loyalty
Employee Engagement
Stakeholder
Value
May 21st 2018Achievers | Scotiabank 7
ENGAGEMENT MEANS SUCCESS
And the business thrives...
Companies with highly-engaged
workplaces outperform their
peers in earnings per share by
+147%Source: Gallup – Q12 Meta Analysis May 2016
May 21st 2018Achievers | Scotiabank 8
WELCOME RAMÓN
Ramon Edilio VargasDirector Global Employee
Recognition at Scotiabank
May 21st 2018Achievers | Scotiabank 9
WHO WE ARE
Founded
1832Halifax, Nova Scotia
Employees
90,000+58% Outside of Canada
Customers
24 million+
Achievers | Scotiabank 10
GLOBAL EMPLOYEE RECOGNITION
Global Employee Recognition team located in Toronto owns the global policy
for 3 major recognition programs:
May 21st 2018
• formal, annual,
performance-based
• formal, annual,
tenure-based, 1st, 5th,
every other 5th year
• informal, ongoing,
social recognition,
with and w/o points
Achievers | Scotiabank 11
GLOBAL CONSIDERATIONS
• 3 languages (English, French, Spanish)
• Purchasing Power Parity
• GER determines key messages globally, local /
B.U. customize for their groups
• Country / regional teams empowered to design
locally-relevant campaigns
• Country reporter access through Applause 2.0
• Monthly calls to gather input, feedback
May 21st 2018
Achievers | Scotiabank 12
ONE GLOBAL PROGRAM
• Available to 90,000 users in 40 countries
• Largest groups in Canada, Mexico, Peru,
Colombia, Chile, Central America and the
Caribbean
• Includes all business units and functions
• Cultural shifts and Bank values used as
recognition categories
• 5 KPI tracked throughout the year,
monthly dashboards
• Two major global campaigns in the year to
raise awareness and drive usage
May 21st 2018
LAUNCH MARCH2016
TRIBUTES SURVEY
BEST OF THE BEST 2016 AWARDS
LAUNCHED POINTS TO AWARD IN CANADA &
ENABLED BOOST
Leveraging Applause 2.0:Journey at a Glance
Sept 2017
‘PAY IT FORWARD ’ CAMPAIGN
APPLAUSE 2.0 SURVEY
2 MINUTE RECOGNITION SURVEY
2004-2016: APPLAUSE LEGACY PROGRAM
Oct 2016
NEW COUNTRY IMPLEMENTATIONS IN CENTRAL & LAT AM
Apr 2017
100% OF EMPLOYEES HAVE ACCESS!
Jan 2018
May 21st 2018Achievers | Scotiabank 14
MOBILE USAGE IN APPLAUSE 2.0
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
7.0%
8.0%
9.0%
10.0%
0
1000
2000
3000
4000
5000
6000
7000
8000
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18
Android iOS Mobile Web % Mobile
Achievers | Scotiabank
PILLARS OF PROGRAM SUCCESS
People
Leadership
Accountability
• Define key behaviors that
drive results Identify key
champions
• Train & educate
• Hold leaders accountable
• Drive competitive spirit
Continuous
Communication
• Set recognition,
engagement, and business
alignment goals
• Commit to ongoing mass &
targeted strategy
• Keep it fresh and fun
Executive Support
• Focus on what’s important
to Exec level
• Develop strategy to
support Exec goals
• Identify key champions
• Make it easy to engage
and support
• Measure, Report, Refine
Alignment to
Business
• Define core business
objectives
• Engage People Leaders &
Employees through multi-
channel communications
• Set success metrics,
measure results and adjust
as needed
May 21st 2018 15
Achievers | Scotiabank 16
PILLARS OF PROGRAM SUCCESS
People
Leadership
Accountability
• Define key behaviors that
drive results Identify key
champions
• Train & educate
• Hold leaders accountable
• Drive competitive spirit
Continuous
Communication
• Set recognition,
engagement, and business
alignment goals
• Commit to ongoing mass &
targeted strategy
• Keep it fresh and fun
Executive Support
• Focus on what’s important
to Exec level
• Develop strategy to
support Exec goals
• Identify key champions
• Make it easy to engage
and support
• Measure, Report, Refine
Alignment to
Business
• Define core business
objectives
• Engage People Leaders &
Employees through multi-
channel communications
• Set success metrics,
measure results and adjust
as needed
May 21st 2018
Achievers | Scotiabank 17May 21st 2018
Recognition Ambassadors
Monthly
Ambassador Updates
QuarterlySVP Updates
Town Hall Topics
Leaders’Blogs
EXECUTIVE SUPPORT AND PEOPLE LEADERSHIP ACCOUNTABILITY
Achievers | Scotiabank 18
APPLAUSE 2.0 - KEY PERFORMANCE INDICATORS
• KPIs defined using
Employee input –
survey
• Focus on people
managers & added
individual contributor
in F18
• 3-pronged strategy
• Dashboards shared
monthly with key
stakeholders
May 21st 2018
0%
20%
40%
60%
80%
100%
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
F2018 Year to Date
People Manager Sent
Recognition Index
2.6
Based on average recognitions
sent by PMs per month
People Manager Sent
Recognition Coverage
55%
Based on PMs who send 1+
recognitions per month
People Manager
Budget Usage
42%
Based on monthly point
budget usage by PMs
F18
0%
20%
40%
60%
80%
100%
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
Based on employees who have
enabled their account to date
All Employee Activation
86%
Based on employees who have
logged in within the past 30 days
Monthly Active Users
52%
0.00
1.00
2.00
3.00
4.00
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
F18 Target
Up 1% from F2017 Up 3% from F2017 Up 0.5 from F2017
F16F17 F18 Individual Contributor
All Bank Overview
Achievers | Scotiabank 19
APPLAUSE 2.0 - KEY PERFORMANCE INDICATORS
May 21st 2018
Corp. Function Story
• Met with Head and
executive mgmt.
team in Jan 2017
• Head committed to
use all his points
each month, and
ask his direct
reports about their
recognition activity
• Recognition
Ambassador
appointed in July
Unnamed Corp. FunctionF2018 Year to Date
F18 F18 TargetF17 F18 Individual Contributor
People Manager Sent
Recognition Index
1.9
Based on average recognitions
sent by PMs per month
People Manager Sent
Recognition Coverage
53%
Based on PMs who send 1+
recognitions per month
People Manager
Budget Usage
35%
Based on monthly point
budget usage by PMs
Based on employees who have
enabled their account to date
All Employee Activation
89%
Based on employees who have
logged in within the past 30 days
Monthly Active Users
54%
0%
20%
40%
60%
80%
100%
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
0%
20%
40%
60%
80%
100%
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
0.00
1.00
2.00
3.00
NO
V
DEC
JAN
FEB
MA
R
AP
R
MA
Y
JUN
JUL
AU
G
SEP
OC
T
Achievers | Scotiabank 20
PILLARS OF PROGRAM SUCCESS
People
Leadership
Accountability
• Define key behaviors that
drive results Identify key
champions
• Train & educate
• Hold leaders accountable
• Drive competitive spirit
Continuous
Communication
• Set recognition,
engagement, and business
alignment goals
• Commit to ongoing mass &
targeted strategy
• Keep it fresh and fun
Executive
Support
• Focus on what’s important
to Exec level
• Develop strategy to
support Exec goals
• Identify key champions
• Make it easy to engage
and support
• Measure, Report, Refine
Alignment to
Business
• Define core business
objectives
• Engage People Leaders &
Employees through multi-
channel communications
• Set success metrics,
measure results and adjust
as needed
May 21st 2018
Achievers | Scotiabank 21
CONTINUOUS COMMUNICATION
May 21st 2018
Achievers | Scotiabank
PILLARS OF PROGRAM SUCCESS
People
Leadership
Accountability
• Define key behaviors that
drive results Identify key
champions
• Train & educate
• Hold leaders accountable
• Drive competitive spirit
Continuous
Communication
• Set recognition,
engagement, and business
alignment goals
• Commit to ongoing mass &
targeted strategy
• Keep it fresh and fun
Executive
Support
• Focus on what’s important
to Exec level
• Develop strategy to
support Exec goals
• Identify key champions
• Make it easy to engage
and support
• Measure, Report, Refine
Alignment to
Business
• Define core business
objectives
• Engage People Leaders &
Employees through multi-
channel communications
• Set success metrics,
measure results and adjust
as needed
May 21st 2018 22
Achievers | Scotiabank
ALIGNMENT TO BUSINESS
May 21st 2018 23
• Customer view
• NPS - Customer Satisfaction
• Employee view
• Engagement scores
• Performance scores
• Turnover
• Results Driver opportunities
(regional ownership)
Achievers | Scotiabank May 21st 2018 24
• Customer view
• NPS - Customer Satisfaction
• Employee view
• Engagement scores
• Performance scores
• Turnover
• Results Driver opportunities
(regional ownership)
BEST PRACTICES GUIDE
Inclusive program
KPIs and results transparency
Strategic campaigns
Recognition Ambassadors
&
Q&A