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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.
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