recognition to drive engagement a scotiabank case study · pillars of program success people...

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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


THE SERVICE PROFIT CHAIN

Customer

Loyalty

Employee Engagement

Stakeholder

Value


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


WELCOME RAMÓN

Ramon Edilio VargasDirector Global Employee

Recognition at Scotiabank


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


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


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


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


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



People

Leadership

Accountability



champions

• Train & educate



Continuous

Communication



alignment goals


targeted strategy


Executive Support


to Exec level


support Exec goals



and support


Alignment to

Business


objectives






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


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%


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


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


enabled their account to date

All Employee Activation

89%


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



People

Leadership

Accountability



champions

• Train & educate



Continuous

Communication



alignment goals


targeted strategy


Executive

Support


to Exec level


support Exec goals



and support


Alignment to

Business


objectives






as needed

May 21st 2018


CONTINUOUS COMMUNICATION

May 21st 2018



People

Leadership

Accountability



champions

• Train & educate



Continuous

Communication



alignment goals


targeted strategy


Executive

Support


to Exec level


support Exec goals



and support


Alignment to

Business


objectives






as needed

May 21st 2018 22


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

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