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SEM Zambia

Workshop date 2016

Sieteconsulting
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SEM Zambia

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  1. Sanlam Emerging Markets Zambia

  2. Sanlam Zambia - Creating our Future

  3. SUMMARY Why are you here? • What Sanlam Zambia People said: • Personal career growth • Job security / to earn / make money • Learn and contribute to success of Sanlam • Make a difference & serve clients / Zambia 1 2 • Key themes from Sanlam Zambia • Improve people’s lives with our products (Wealth Creation) • Educate all Zambians about Insurance • Uphold values and provide returns to shareholders • Service excellence for clients • Innovation As Sanlam Zambia, What can WE contribute? What is the ‘magnet’ or reason for doing what we do? • Values become Behaviours (pg 7 onwards) Same DNA but still unique Sanlam Zambia AND Sanlam Group 3 4

  4. Why am I here? • What Sanlam Zambia People said: • Career Growth • Great Place to work (passion) • To earn / make money • To serve and make a difference Pictures changed (randomly chosen) but not text VERY SIMILAR TO • Themes we heard from SEM in 2012 • Challenge • Growth / Opportunity • Exciting / Innovation / Build something new • People / Culture

  5. Making a Difference: How Mindsets Determine Success Blending the mechanical AND the organic Companies perform better when there is alignment on deeper VALUES across all parts of a business Error: Focusing only on the hard, mechanistic elements of the other company such as profits, markets & shareholder returns Sanlam Zambia and Sanlam have a lot in common on the hard (performance) AND soft (culture) elements These are the deeper underlying connections across all parts of the businesses (under the surface) Solution: The ‘softer’ and more organic elements, such people and as culture, must also be considered for success

  6. Why are WE doing this? What contribution can WE as Sanlam Zambia make? For the market / industry For Sanlam • Being leaders – Innovation and ideas • To be the major contribution to the growth of our economy • To contribute to the efficient service delivery in the Financial sector • Growth of Life insurance in Zambia and maintain a strong brand • Thought leadership to regulator • Innovative products that bring about individual economic growth and increased market share and profit • To make a difference in our market by providing quality reliable service • To be preferred insurance with a difference • For the lives of people around us • Sense of social security • We can contribute to the enhancement of peoples lives through our delivery of services to the community • Offer a service in the communities we operate in to improve the quality of life • Corporate Social Responsibility (Community development) • Economic growth in Zambia – being a good corporate citizen • Enhancing our CSR which will improve our communities • Contribute to the quality of life's of the people in Zambia • Provide social responsibility programs to the community we exist in • For career development of our employees • We can contribute by way of creating employment and helping employees realize their full potential • Provide better working environment for employees • Offer employment to the community • We contribute to the growth of Sanlam as a Group and shareholders • Contribute to the group profit • Work efficiently towards the company’s growth • To improve work culture and uphold good will and improve the market share and profits • Profit growth • We can contribute greatly by giving back a good return to the shareholders Growth of shareholders funds • Increase profit margins • Contribute to the strengthening of the Sanlam brand What is the magnet / force that is driving us to go to this effort - what is the magnet that is pulling at the BLUE line? For our clients • Quality products wealth creation for our clients • To ensure that we deliver to our clients • We sell to our clients a promise and do a good business to the company • Provision of financier and asset security to our communities through excellent Insurance service • Quality service delivery • Awareness • To provide the best insurance service to the country and the community • To provide promises which are fulfilled to clients VERY SIMILAR Sanlam’s Higher Purpose: Sanlam is committed to help create a world worth living in and enable people to live the best possible life within it

  7. What do twins have to do with Sanlam, Sanlam Emerging Markets and Sanlam Zambia? Even though identical twins have exactly the same DNA, they are different in many ways (e.g. introverts / extroverts or different preferences for sweet / sour things) Sanlam Zambia is part of Sanlam. They have similar values (culture) but Sanlam Zambia will live these values using combinations of behaviours that are specifically important to them

  8. SANLAM HIGHER PURPOSE Sanlam is committed to help create a world worth living in and enable people to live the best possible life within it. SANLAM VALUES (internal beliefs) What we believe, what we consider as important and what we want to guide our culture and the way our people behave Integrity & Accountability Act with integrity & accountability Innovation Grow value through innovation & superior performance Courage Lead with courage Care & Respect Care because we respect others Pride Serve with pride Click to edit body copy styles We will not compromise on our values or tolerate unethical behaviour Speak positively about Sanlam as a brand and the work we do We will listen carefully to clients and treat them equally, regardless of their social background We will communicate honestly with our customers and not take advantage of them We will develop leading new products according to customer and market needs (research and listening) We will have the courage to speak up if we have good ideas & make decisions We will take pride in keeping our promises to customers and providing great service We will respect different cultures and social backgrounds of our colleagues We’ll keep our promises and not engage in unlawful behaviour We will take advantage of new technology We’ll take responsibility for our words and actions We will improve performance by training our employees and listening to their ideas We will deliver on our promises to our customers and the market We will not relax and become complacent because we are number 1. We will not be late for meetings or delivering feedback to clients Sanlam Zambia Behavioursas they link to the Sanlam Values

  9. OUR VISION: …… OUR MISSION STATEMENT: …….. OUR VALUES: ……… Sanlam Zambia- Values

  10. END Detail of Values-to-Behaviours exercise Text in blue boxes indicate the key behaviour themes extracted for each Value sanlam emerging markets human capital

  11. COURAGE: Values Behaviours Things we WILL DO Things we WILL NEVER DO Summary of behaviours • Avoid finger pointing when a problem arises but instead provide a solution as a team • Not to over promise • Not to compromise our values • I will avoid arrogance • I will not pay a claim that is not payable • Not shoot down ideas • Not condone derogatory behaviour • We won’t make our clients feel left out and cheated • Intimidation from competitors • Never compromise on set values • Segregate market in terms of status • Neglect the client • Will not over promise clients • Not withhold ideas or different views • Succumb to negative pressure from stakeholders • Accept a bribe • Do not have courage to do the wrong thing • We will not be’ Bullied’ by the regulator (ALFS) • We will not tolerate ‘unethical’ client demands (ALFS) • Courage to avoid blame game • To provide innovative products. • Regardless of economic factors , attain 25% growth • I will defend my decision • I will pay claims on time • Defend positions / stand by what you believe and think • Participate confidently in meetings • We will have a well informed workforce through improved communication • Promote a culture of training and continuous development • Never fear to make a decision • Speak out when you have a beneficial idea • We will courageously defend on market share by sticking to our promise • Never compromise on company values despite the influences • Will make a promise and ensure to see through • To compliment and criticize our superiors where necessary • Should be able to give information whether good or bad • We will courageously stand and defend own brand name • To increase the market share and be better than all our competitors • Customer satisfaction by providing quality service • We will protect our clients (ALFS) • We will always stand for what is right (ALFS) • Identify market which are perceived unreachable (Nico) • Train employees in self esteem confidence (Nico) • We will not compromise on our values or tolerate unethical behaviour • We will have the courage to speak up if we have good ideas and make decisions • We will deliver on our promises to our customers and the market

  12. Things we WILL DO Things we WILL NEVER DO Summary of behaviours • Show a positive image on the overall company and as an employee • Be the best in service delivery • Promote the Sanlam brand • Strive to be an employee of choice by promoting a positive environment • I will be wiling to learn from everyone regardless of my position • I will be willing to share knowledge • Promote a culture of excellence • Brand ambassador • Defend the company values and brand • Proud to be part of the company Sanlam a quality business • Keep promises on turn around time (ie pay claims on time) • Leaning on the strength of the brand with reference to long standing record (Brand Ambassador) • Keep the promise on paying claims on time • Carry out my duties with pride • Always defend my company all the time • Believe in our product • Believe in the company and be part of it and what is stands to achieve • To return dividends to our shareholders • Provide good customer care • We , ourselves will try out our products (ALFS) • We will ‘ live’ the band (ALFS) • Embrace the brand (Nico) • Live our beliefs. Wearing corporate attire (Nico) • Avoid negativity • Not to provide poor service • Not to relax just because we are market leaders • Not tolerate demeaning languages • Not treat clients based on social standing • I will not look down on others • I will not work in isolation • Not take pride in low output • Misrepresent what we are selling (product knowledge) • Will not over promise • We won’t be proud of a bad image • Portray other players as bad • Should not create complacency • We won’t be proud of losing business to our competitors • Will not operate with unsatisfied work force • Don’t be rude or sarcastic to both internal and external clients • ‘Know it all’ mentality • Do not walk in isolation • Carry out duties unwillingly • Talk ill of the company • Compromise on quality of product and service • We will not speak negatively about out products and stakeholders (ALFS) • We will not copy unethical strategies to win market share (ALFS) PRIDE: Values Behaviours • Speak positively about Sanlam as a brand and the work we do • We will take pride in keeping our promises to customers and providing great service • We will not relax and become complacent because we are number 1.

  13. Things we WILL DO Things we WILL NEVER DO Summary of behaviours • Providing feedback appropriately • Be customer centric • Mutual respect for workmates • We value the views of our customers and colleagues • Encourage feedback from our clients • Appreciate other peoples responsibilities (duties) • Provide feedback to clients • I won’t embarrass a colleague in front of a client • I will not be rude to a customer • We will care and respect our colleagues regardless of their culture, religion and social standing in the community • We will care and respect our clients by giving them the best quality service delivery • Use appropriate tone of voice and language when speaking to clients • Never be late for meetings • Serve my customers diligently • Ensure timely settlement of claims • Equal treatment to all clients regardless of social standing in society • We will put the needs of clients before ours • Empathetic to staff clients • Value ones employees (Nico) • Listen to concerns and needs raised by our customer (Nico) • We will keep our promises to clients, employee’s and shareholders (ALFS) • We will do things not because we can but because our customers need them (ALFS) • Disrespect fellow employees • Fail to treat customers with care • Not disregard external views and opinions • Not ridicule fellow colleagues • I will be mindful on how to treat a colleague in front of a client even when they are giving wrong information • I will make the client feel important • Abusive to others • Don’t promise what we can not deliver • Equal treatment of clients despite their background • Not speak ill of our competitors • Will not treat customers unfairly • I won’t disrespect my workmates and customers • Stop discriminating clients based on who they are • Don’t use abusive language of vulgar language • Listen more often to customers views • Do not report late for work • Do not intimidate fellow employees • Won’t leave clients subject to investigation unattended • Won’t discriminate against clients • We will not care and respect mediocrity / under performance • Laziness • Late coming • We will not disregard customer queries (ALFS) • We will not have unfair business processes (ALFS) • Will not disregard suggestions coming from customers (Nico) CARE & RESPECT: Values Behaviours • We will listen carefully to clients and treat them equally, regardless of their social background • We will respect different cultures and social backgrounds of our colleagues • We will not be late for meetings or delivering feedback to clients

  14. Things we WILL DO Things we WILL NEVER DO Summary of behaviours • Take full responsibility for what we do • Adhere to regulatory bodies and standards • We will explain all product aspects to our clients both pros and cons • Uphold our code of ethics • Take responsibility of duties • Recruit credible staff • We will stick to our promise on our terms and conditions and conduct business in a credible manner • Fulfilling a promise by standing on set values • Never steal from any company • I will always report bad behavior • Give feedback on clients queries • Maintain accurate record of all clients contributions • Take responsibility as an individual to obtain the overall objective of the company • Serve diligently • We will keep our promises • We will stick to our values and mission statements as Sanlam • We will give an honest message to our clients (ALFS) • We will be responsible for our actions (ALFS) • Will keep our promise and will be transparent (Nico) • Honor our obligations (Nico) • Not take advantage of clients • Give a false picture of the company’s performance • Not misrepresent product offerings • Not condone indiscipline and compromise misconduct • Do not make promises you can’t keep • Misrepresentation of products and services • Will not slack on information management • Do not exaggerate the set values • Make false promises • Falsify reports • Misrepresent company information turnovers • Will not steal business information and sale to competitors • Do not lie at all times • Accept fraudulent claims and new business • Will not engage in unlawful behavior • Will not lie to customers • Will not ignore clients • Will not compromise on fraudulent business • We won’t compromise on our promise for service delivery • We will not use unethical marketing against our competitors (ALFS) • We will not mislead our clients (ALFS) INTEGRITY & ACCOUNTABILITY: Values Behaviours • We will communicate honestly with our customers and not take advantage of them • We’ll keep our promises and not engage in unlawful behaviour • We’ll take responsibility for our words and actions

  15. Things we WILL DO Things we WILL NEVER DO Summary of behaviours • New ideas, methods of doing things • Come up with new products • Always take advantage of new technologies • Develop new products that offer solutions to all clients needs • Make processes for clients web based (automated) • Ongoing research and development , study the market and introduce products per all social settings • Go Green – more technology on line • Be at forefront of cutting edge method of doing business • Improve employees performance by training them • Encouraging and training staff at all levels • Endeavor to improve on current processes and procedures • Consistently coming up with ideas of doing things better • Upholding the values of culture in the markets to which we operate in • Continue providing the community with new products suiting our environment • We will not be afraid to try out new things (ALFS) • We will encourage “outside of the box” thinking (ALFS) • Come up with products abreast with time / profitability (Nico) • Research on market needs (Nico) • Do not stick to old ways but entrance new ideas to encourage efficiency • Not to be stagnant in products • Not to stay with obsolete technologies • Not copy and paste products • Not encourage manual interventions in processes • Will not create products on assumptions • Not copy other peoples products • Discourage employee growth and development • Do not limit ourselves to product knowledge • Be satisfied with a status quo • Mispricing of products • Sticking to products which don’t add value to clients • We will not let competitors dictate our methods of doing business • Will not expand through dubious means • Will not steal ideas from our competitors • Will not steal other companies / people’s products / ideas • Avoid sitting back and waiting to copy competitors ideas • We will not ignore superior excellent performance from employees (ALFS) • We will not punish employees for failed ideas (Due process was followed) (ALFS) INNOVATION: Values Behaviours • We will develop leading new products according to customer and market needs (research and listening) • We will take advantage of new technology • We will improve performance by training our employees and listening to their ideas

  16. The Sanlam Zambia BEHAVIOURS as they relate to the Sanlam Values Sanlam Values The Sanlam Zambia BEHAVIOURS as they relate to the Sanlam Values Courage: Lead with courage • We will not compromise on our values or tolerate unethical behaviour • We will have the courage to speak up if we have good ideas &make decisions • We will deliver on our promises to our customers and the market Pride: Serve with pride Sanlam Zambia shares much common DNA with Sanlam as a group. Like twins though, they also have factors that make them distinctive. • Speak positively about Sanlam as a brand and the work we do • We will take pride in keeping our promises to customers and providing great service • We will not relax and become complacent because we are number 1. Care & Respect: Care because we respect others • We will listen carefully to clients and treat them equally, regardless of their social background • We will respect different cultures and social backgrounds of our colleagues • We will not be late for meetings or delivering feedback to clients Integrity & Accountability: Act with integrity and accountability • We will communicate honestly with our customers and not take advantage of them • We’ll keep our promises and not engage in unlawful behaviour • We’ll take responsibility for our words and actions Innovation: Grow shareholder value through innovation and superior performance • We will develop leading new products according to customer and market needs (research and listening) • We will take advantage of new technology • We will improve performance by training our employees and listening to their ideas

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