Chapter 2: role of the superviser Flashcards
1
Q
What kPIs would you keep post rdr
A
Fact find completion Persistency Complaints Tcf Client satisfaction surveys Service versus new business calls
2
Q
What KPIS would you have for a supervisor
A
Staff retention Activity / development No of tr on time clock chartered status No advisers CPD above min 35 hours Appraisals done on time
3
Q
Give 3 examples of when you’d use direct supervision
A
Absence following lts over 6o days
Underperformance in an area
Trainees
New product release/ area for a competent adviser
When development needs have been highlighted
4
Q
How can you evidence competence
A
Observations Customer calls File checks Monitor KPIs 121/ PDF
5
Q
What is meant by competences
A
Expected behaviours
6
Q
List 10 competences a supervisor was expected to demonstrate
A
Communication Customer focus Motivation Development Analytical with data Influencing skills Inspiring Training Coaching Etc
