In a slightly slower news week like this one, we were pleased that a meteor knocked us off our usual space-flight trajectory with an email allegedly penned by ANZ CEO Mike Smith and sent to all staff a few weeks ago landing in our inbox. The allegedly leaked email gives a Big Bang an explosive account of the dark matter darker corners one of Australia’s largest institutions.
The following comes from an anonymous ANZ spy:
staff engagement levels are falling rapidly at ANZ. Quite a turnaround from the industry highs only 2 years ago, as many senior managers & middle level staff continue to leave the business. The following message comes from CEO Mike Smith:
Thursday 15 July 2010
Dear colleagues,
I am pleased to share with you the results of the 2010 My Voice employee survey which was completed in May. As you know, last year we introduced a new survey which measures both engagement and performance excellence to give us a rounded view of how we are travelling as an organisation.
Overall, the survey indicates that 64% of our staff feel positively engaged with ANZ and what it means to work here and 68% feel positive about our level of commitment to product and service quality, measured as ‘performance excellence’. Employee engagement measured how our people feel about work and the extent to which they are motivated to contribute to our shared success. It measures pride, satisfaction, advocacy and commitment to ANZ. The survey measured the four key components of employee engagement:
- 63% of staff are satisfied with this organisation as a place to work (satisfaction); (64% in 2009)
- 51% rarely think about looking for a new job with another company (commitment); (54% in 2009)
- 74% would gladly refer a good friend or family member to this organisation for employment (advocacy); (71% in 2009)
- 75% are proud to say they work for this organisation (pride); (75% in 2009)
I want to be upfront and say that neither of these measures are where we want to be as an organisation. Engagement has slightly declined since last year (66% in 2009). While the experts tell me this is not ‘statistically significant’, the bottom line for me is it’s still below the benchmark for the global financial services industry and that’s not something we can accept.
What our survey results tell us is that we need to do much more work in both engagement and performance excellence if we are going to achieve the aspirations we have set for ourselves and how we want to interact with our customers. Although the survey shows that engagement among our senior leaders is improving, we’re seeing a plateau for our middle managers and a slight decline among our less senior staff which we need to look at closely. You’ve also told us that we should be doing more to improve our products and services and the way we deal with customer issues. I completely agree.
On the upside, your experiences in your local teams are positive, with evidence of strong relationships with managers, people feeling that they are part of a team and involved in decision making. I recognise that we have all been working very hard this year and some of you may be feeling pretty tired. We’ve asked a lot of you and you have stepped up and delivered. I want to acknowledge and thank you for that. Our survey results will feed into action plans at the Group, business and team levels right across ANZ. All line managers will be encouraged to develop an action plan to address issues and build on opportunities in their teams.
I’m looking forward to My Voice being a regular topic of conversation at Management Board and among the leadership teams throughout ANZ. It is an important opportunity to listen to your feedback, lift our game and create even more momentum towards our super regional goal. Finally, my thanks to the nearly 30,000 members of our global team who completed the survey – I greatly appreciate you taking the time to share your views and I assure you they have been heard and that I’ll continue to update you as we take actions to address engagement and performance excellence within ANZ.
Regards,
Mike Smith
Perhaps the collective heads of ANZ senior staff are on Mars in the clouds?
Do you have any explosive work-related emails that will send the Firm Spy on another space-odyssey?
Send the Firm Spy your news and views!
Loading...
