2014 AES Action Plan

Survey Accountability

• Payment Processing AES goals were shared by 2/20/2015.
• Supervisor action plan will be shared.
• Follow-up meetings will occur throughout the year to ensure we are taking the necessary steps to achieve goals.

• Follow-up Meeting: 06.18.2015
• Follow-up Meeting: 09.23.2015

Growth and Development, continued...

4x4 Meetings

• Set actionable goals with associates who would like to develop in their current position or towards their next position. Utilize 4x4 meetings to discuss progress on those development goals.

• Look for opportunities for associates who are meeting expectations to assist in projects or functions that align with career goals.

Development Opportunities

Growth and Development

• Review associate achievements each month and identify opportunities for training needs.
• Review training requests from associates. E-form to request training will be implemented by end of Q2.
• Training requests will be honored if meeting expectations.
• Requests for training can be for new functions or refreshers.

Teamwork and Involvement

E-Forms:

• Review e-forms for retro, borrower payments, and research to create efficiencies by improving options and format.
• Seeking and implementing changes based on associate feedback to reduce hand-offs between teams on e-forms.
• Suggestions will be tracked when received and will be reviewed by your leaders to determine next steps.

In-Progress:

• We have gotten assistance and trained 1 other associate to work rebatched items.
• E-form improvements for SRC and SC e-forms are with the Analyst team. Marked as Top 10.

Communication

2014 AES Action Plan

• Daily schedules will be more accessible.
• Find ways to reduce leadership from being a bottleneck to doing daily tasks.
• Build team lead knowledge base to better assist with questions
• Conduct shorter touch point meeting throughout the week.
• Track and set deadlines for action items on function based meeting agendas so progress is visible to associates and leaders.

Progress:

• Ashley has been doing a great job of expanding her knowledge. She has been processing BP batches and attending training when possible.
• Rally Meetings - How are these going? Should we change the formatting?
• Inventory, High Priority Items, OOTO, and Items pending Leadership
• Tracking Questions, Action Items, and Deadlines - We have been using OneNote for the research team to submit ideas and track progress. I will be rolling this out to the other teams.

Special Projects:

• Tracked and monitored in inventory reports through new "Projects" section.
• Written procedures will be created and shared with team
• Training classes will be conducted with associates processing and quality checking
• Quality check points outlined and shared with processing team.
• Quality checks will be completed as projects are being completed to ensure timely feedback to associate.

Progress:

• Projects section in IMS has been created.
• Retro - School Refund Clean-up Project followed this methodology.
• Due to quick deadlines and project depth not all projects can be completed in this manner, however, when possible this is the process we will follow.

Performance Management

• Provide clear expectations and feedback to associates for projects and daily tasks.

Daily Functions:

• Ensure procedures are uploaded to the portal by the end of Q2 for retro and research functions.
• Benefits: Procedures will be easily accessible, processes will be aligned, and updates can be easily distributed.

Progress:

• Retro Procedures have been uploaded to portal.

In Progress:

• Research procedures still need to be created, reviewed and uploaded to the portal.

Performance Management

The Road Ahead in 2015

• By the end of Q1 each level of Associate Expectations will be updated and communicated to associates.
• Job duties and expectations will be clearly outlined
• Each associate will be held to the same standards

• On a monthly basis the leadership group will review R/Es and make any appropriate adjustments
• All adjustments will be communicated via a Floor Communication by the 15th of the month.

Progress:

• Job descriptions were posted to portal by end of Q1
• RE's have been reviewed and changes communicated each month.
• Note on Research REs: These have not changed since implementation. We are trying to identify a baseline and will beginning the quarterly reviews starting in FY2016.

Manager Effectiveness

• Improvements to workload management
• Cross Training team members
• Benefits:
• More Variety in work
• Bench is strengthened
• Better allocate resources to inventory needs and avoid overtime requirements

Progress:

• Cross-training between borrower payment and unapplied functions completed in 1st and 2nd quarters.
• Additional cross-training to continue throughout the year.
• If you have interest in learning something new please submit the NEW! e-form.