Insights for managing a remote insurance workforce
A new podcast addresses how managers can effectively support and supervise their staff as they juggle children, work and other responsibilities from home.
Changing conditions surrounding the coronavirus are creating a large remote workforce around the globe. For some, working outside of the office is a familiar modus operandi, but for others, it is a new and unfamiliar path. As managers learn to navigate this different reality, a new podcast from the PC360 Insurance Speak series provides some practical insights for insurance professionals and others who are supervising remote staff.
Caryn Siebert, vice president of carrier practice for Gallagher Bassett, and Jodie Hopkins, commercial lines underwriting operations leader for Westfield Insurance, will be addressing how to manage a remote workforce at the rescheduled America’s Claims Executive Leadership Forum and Expo in July and shared some insights ahead of their presentation.
Keep in touch
There are a variety of ways to make working from home a more positive experience for the team. “We should not overlook the energy and positivity that a team gets from seeing and hearing from their peers,” encourages Hopkins. “Do something fun like set up a breakfast meeting and BYOB (bring your own breakfast). Ask the team to share what they did over lunch that day. I have received photos of someone doing a science experiment with their kids since they are currently at home due to the schools being closed. Sending photos of their new ‘co-worker’ — the four-legged variety — are quite popular. This really helps people feel connected.”
Laura Packard, vice president of marketing and client relations for Aartrijk, a branding firm serving clients in the insurance industry, encourages employees and managers to continue their social interactions through technology. “Exchange funny work-from-home fails. Continue to connect and share so that you do not fall into isolation,” she warns. “Remember that morale ties directly into productivity. Keep that morale high, and productivity will follow!”
Companies that have allowed employees the opportunity to telework for some time are finding the transition slightly easier because their technology and processes are already in place. Employees are also used to communicating via instant messaging, email, text and phone.
Tailoring the type of communication and number of contacts according to the needs of your staff is important when supervising direct reports. Not everyone will need to be contacted multiple times a day, but an employee who isn’t used to working remotely or who lives alone may appreciate having you touch base with them in the morning and toward the end of the day.
“Having regularly scheduled meetings on the calendar is paramount,” recommends Siebert. “One-on-one coaching, unit or team-level meetings, and even large loss reviews can make things easier, account for different time zones and assure alignment. If the meeting becomes unnecessary, it’s always easier to take it off of the calendar than scramble to coordinate one,” she adds.
“Gallagher Bassett’s teleworking program has been thriving for years because we have focused on a blend of several ‘C’ words which are all part and parcel of our successful, diverse and sustainable workforce,” shares Siebert. “Culture, Communication, Connectivity, Colleagues and Constituents. We then include or mix-in management and quality assurance tools like our operational quality dashboard and dynamic reporting to ensure exceptional service to our Clients and their Claimants.”
Staying on track
Siebert says it’s essential to have an adequate area for work to avoid any ergonomic injuries. “You need to have your office properly set up — it’s more than just slumping on your couch. Ergonomics at home are just as important as they are in the office.” Getting up and taking breaks, stretching and walking around will help to prevent injuries as well.
A tip sheet from CNA recommends varying the tasks performed and following the 20-20-20 rule. That means looking away from the computer screen every 20 minutes at an object 20 feet away for 20 seconds.
Charles Wasilewski, Aartrijk’s director of media relations and content writer, emphasizes the importance of setting defined and realistic boundaries. “Make and keep boundaries that work for you, whether it’s working hours, your accessibility [or] your commitments. This is already a multi-week situation about to become a multi-month situation. You need to last.”
Working together to find solutions or create opportunities can continue even if everyone is in a different place. Take advantage of the combined power of your employees. “My team has heard me say many times that adversity provides us with an opportunity to excel,” explains Hopkins. “We have such an opportunity now. The collective thought process of our teams can open our minds to other ways to tackle an issue that we are facing. We all have different backgrounds and experiences that we can leverage.”
Team building for workers who telework is vital to building camaraderie. Combining common sense, communication, caring and a sense of humor will help establish a stronger team, whether they are around the globe or in the same city.
For more insights into effectively managing your remote staff, listen to our podcast in the player above. Be sure to catch the next episode of Insurance Speak and subscribe to our channel here on Libsyn.
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