IAG New Zealand Ltd

The client

IAG New Zealand Limited is the largest general insurer in New Zealand. They have over 2000 staff servicing a network of nationwide call centres, 28 sales centres and eight branches. Monica Ayers is Learning & Development Manager. 

The challenge

IAG wanted to develop a competency framework and define job specific competencies for key financial advisor roles across the business.  The project involved tight timeframes and sought to create a competency framework that would provide a consistent platform for all roles and parts of the business. IAG wanted authentic descriptions that aligned to an existing library of insurance competencies from the US. 

The solution

Firstly, draft competencies for the initial front line job roles were completed. Then there was a process of engaging with key stakeholders in other areas of the business, to adapt, extend and validate these competencies for a broader group of roles. This was to ensure these competencies fitted within an organisation-wide competency framework.

Monica said IAG were looking for a service provider:

• who had prior experience of working within a corporate environment
• that could bring a structured approach to analysing competencies across the range of the services IAG offers offers.
• who would partner with IAG and work internally to analyse what they do and create the competencies around that.
• who would understand insurance and the business IAG operates in.

The results

Workbase overcame the complication of applying one model to a variety of skills within all IAG's departments by: 

• leveraging their own knowledge and applying it to the industry.
• taking a flexible approach to navigate the complexities of what IAG does
• taking an inclusive approach and being very quick at 'getting' what IAG do.   

Monica believes that the project would never have happened without Workbase  and that the Workbase team added huge value. As a result of the analysis they did, some IAG business managers realised that in terms of staff induction and training, certain aspects of the roles needed to be given greater consideration.

The video