Download Customer breakout – Sun Life Financial

Canadian
Perspectives
2008
Integrating SkillSoft Resources into
Sun Life Financial’s Learning Program
Maryann Baird, Director, Employee Development
Janet Holmes, Senior Consultant, Talent Development
Leadership & Talent Development
November 6, 2008
International financial services leader
Sun Life Financial is a leading international financial services
organization providing a diverse range of protection and wealth
accumulation products and services to individuals and
corporate customers.
Chartered in 1865, Sun Life Financial and its partners today
have operations in key markets worldwide, including Canada,
the United States, the United Kingdom, Ireland, Hong Kong,
the Philippines, Japan, Indonesia, India, China and Bermuda.
Sun Life Financial Inc. trades on the Toronto (TSX), New York
(NYSE) and Philippine (PSE) stock exchanges under ticker
symbol SLF.
The world of Sun Life Financial
The Sun Life Financial group of companies, including MFS Investment
Management, has operations in 22 countries worldwide.
Canada
Ireland
United Kingdom
Berlin
London
Rotterdam
Munich
Milan
Toronto
United States
Madrid
Tokyo
Bermuda
Bahrain
China
Hong Kong
India
Mexico City
Taipei
Philippines
Singapore
Indonesia
Sao Paulo
Buenos Aires
Sun Life Financial around the world
MFS headquartered in the U.S.
MFS investment and marketing / service offices
Sydney
External Talent Development Trends
1. Demographic shifts; need to
attract, develop and retain
next generation (Y and
millennials)
2. Skills shortage in key
professional streams
3. Employment markets
changing in all geographies;
varies by region
4. Increasing requirement for
more sophisticated global
leaders
Key SLF Business Challenges
• Defined investment dollars available to meet
diverse development needs; usually it’s never
as much as we hope for!
• Competing for senior leaders’ attention; there
are always a number of business priorities on
their plate
• Have an evolving competency model; different
stage of implementation across the globe
• Have technology/firewall restrictions; although mitigates exposure to
outside risks, it also means it limits our access to some application
functionality
• There are a limited choice of vendors to partner with who have a global
mandate
• Have an evolving HR structure; changes to the scope of learning
governance and responsibility across the organization
Leadership & Talent Development
Centre of Expertise
Our Mission
Build the capability
(depth) and capacity
(breadth) of the SLF
workforce
• Ready and able pool of talent to
achieve current and future business
goals
• Enabled employees who actively
manage their development and
careers
Our Team
Talent
Development
Team
(8)
Our
Mission
Talent
Performance
and Review
Team
(2)
Talent
Planning and
Measurement
Team
(3)
Our Partnership with SkillSoft?
For 10+ years we’ve chosen to partner with SkillSoft;
• Early focus – broad range of on-line courses for Canada
• Current focus – tighter alignment with competencies in Canada
• Future focus – expand to global audience and align with worldwide
competencies (leadership & core)
Over the years SkillSoft has offered;
• A quality, comprehensive library of on-line learning resources - courses &
books
• On-line learning solutions in multiple languages – English, French, & others
• Access to quality people with experience and consultative expertise
• Access to new ideas through a network of ‘global’ clients
• Experience in dealing with technical issues on a global platform
PEOPLE , PRODUCT , PERFORMANCE
Integration Points
• No explicit communications & marketing plan deployed to
promote SkillSoft resources  instead our strategy is to tightly
align the on-line content with key HR & business practices
• SkillSoft on-line courses support:
– Performance management – individual’s development
planning for current role competencies
– Career management – individual’s development planning for
future career opportunities
– Just-in-time access to development information & resources
– Integration into defined curriculum within business areas
SLF Competency Model
Competency = Blend of skills, knowledge and behaviours necessary for
effective job performance. Used for selection and development purposes.
Delivers Business Results
•
•
•
Leadership
Competencies
Thinks and Acts Strategically *
Generates Innovative Solutions
Drives for Action *
Engages People
•
•
•
Attracts, Develops and Retains Talent *
Leads Change *
Embraces Differences
Achieves Leadership Excellence
Core
Competencies
Role-Specific
Competencies
* Priority leader competencies for development
•
•
Manages Complexity *
Builds and Applies Self-insight
•
•
•
•
•
Understands the Business
Takes Accountability
Focuses on the Customer
Collaborates Effectively
Communicates Confidently
Examples of how SkillSoft is integrated…
• Leadership development portfolio
• Development Curriculum for Training Professionals
• Call Centre operations
Our Annual Review Process
Define
Budget
Assess future
competency needs based
on business input
• interview business
Learning Practitioners
across the organization
Define Size of
Library &
Licenses
Assess recent usage &
User experience
• review SkillSoft reports
• conduct Zoomerang
surveys to gather feedback
from users
Assess new SkillSoft
offerings against
competency model
• conduct preliminary
review of course content
Prioritize topics & development requirements
Make choices & build library based on gaps
and opportunities
Our Successes & Learnings
Key Successes
• Increasing use of SkillSoft courses
• Quickly consolidate the input data from various sources in order to
prioritize course selection
• Early utilization of SkillSoft expertise and advice
• Leveraging technology for surveying users
Key Learnings
• Make assessment process as simple as possible for our Learning
Partners across the organization
• Co-ordinate new course offering roll-out to avoid collisions with internal
technology upgrades
Future Challenges
• Worldwide users …
– Multiple languages
– Multiple time zones
• Technical system performance
• Budget & license utilization
• Impact measurement