How Pacific International Insurance empowered its leaders to have constructive and confident conversations
A 3-month Development Program for Leaders – ‘Coaching for Performance’
Pacific International Insurance is a Global insurance company that has been helping its customers protect what is important to them for over 20 years. With an office in Newcastle, NSW and over 70 employees in Australia, Pacific International Insurance offer a range of personal and business insurance solutions including motor vehicle, pet, mobility equipment, professional indemnity and general liability.
Pacific International Insurance had undergone a period of significant change with a range of businesses being brought together, and a number of different systems, processes and procedures being integrated. The organisation had successfully laid the groundwork for operational efficiency improvements.
The COO recognised it was the opportune time to focus on supporting leaders to enhance their change capability, empower them to build great relationships with their teams, peers and key stakeholders and support them engage in critical and crucial conversations that foster high performance.
The Head of People & Culture engaged Jacky to help design and facilitate a pilot leadership program for a group of senior leaders from Australia, and South Africa. Initially, Jacky held discovery sessions to understand the key business drivers, the operational priorities, the organisation’s values and the needs of the leaders.
Three development opportunities were identified:
- How to lead change
- How to provide feedback to senior leaders and direct reports
- How to leverage coaching to enhance performance
Jacky developed a customised leadership program to support the leaders to facilitate change and have collaborative and constructive conversations with their team members, peers and key stakeholders.
Nine leaders from cross-functional roles including; Sales, Service, Claims, Operations, IT, Risk, Legal and HR took part in the program across a four month period.
The program included:
- A kick off session with leaders to share the intent and unpack their areas of focus/needs.
- A Coaching Capability Framework aligned to organisational culture and values.
- A Coaching Capability Review where leaders self-rated their skills and confidence pre and post.
- One-on-one Coaching Sessions to create a personalised development plan and support leaders build and boost their coaching capability.
- 2.5 hours workshops to equip leaders with tools, techniques, and skills.
- A toolkit of resources, articles, models and frameworks to use on the job.
- An Outcomes Report demonstrating the capability improvement and program results.
“I am pleased to be able to share the experience of the bespoke leadership coaching program that Jacky designed and facilitated for our team. The program delivered a tailored, interactive, and highly impactful learning experience for our leaders. We recognised the need for a customised solution that would address our unique challenges, leverage our strengths, and align with our organisational culture and values.
I have no hesitation in recommending Jacky to other organisations seeking to develop their leaders and foster a culture of continuous growth and learning. The interactive nature of the program, coupled with the emphasis on peer engagement and practical application, makes it a highly effective tool for driving personal and professional development. Our leaders emerged from the program equipped with the increased skills, a practical toolkit and the confidence to lead more effective conversations with both their teams and other stakeholders.”
Fiona McKensey - Head of People & Culture
To evaluate the success of Jacky’s leadership program, a self-assessment Coaching Capability Review was completed both before and on completion of the program.
The review allowed the leadership team to establish a baseline of capability and confidence, explore strengths, identify areas of development, and evaluate achievement over time. A noticeable difference in scores was observed, proving that the leaders developed confidence and capability across various skills and attributes.
Key Results:
- Leaders demonstrated an improvement in 90% of the leadership capabilities assessed.
- A 46% overall improvement was identified in ‘making coaching happen’ - indicating that leaders were making the time to have more coaching conversations with their teams.
- There was a 39% improvement in leaders ‘demonstrating care’, meaning they were celebrating the success of people in their team, highlighting strengths and acknowledging achievements - ultimately driving deeper connections and better engagement.
- Leaders said they were 33% more confident to ‘’question collaboratively'’ – Indicating that they were helping their team increase their self-awareness, generate insight and improve learning by using powerful questioning, ‘intent’ framing sentences, and silence.
- A 28% improvement in leaders ‘setting goals with clarity’ - Indicating that leaders were committing more time to defining desired outcomes and collaborating to set clear, meaningful and measurable goals and actions with their teams.
Positive Learning Experience:
Respondents expressed a positive experience with the program, appreciating the opportunity to learn various coaching techniques. The interactive elements, like role-playing with colleagues, were particularly valued.
Enhanced Team Engagement and Productivity:
The program was noted for its impact on improving team dynamics, including better engagement, increased productivity, and greater role satisfaction.
Operational and Leadership Benefits:
The training was credited with fostering better connections and coaching within teams, which translated into operational improvements and more effective leadership.
“Excellent program: especially the way that we were coached on how to coach”
“Enlightening. I feel more deliberate”
“My confidence and focus on effective coaching techniques has increased with both direct reports and stakeholders.”
Jacky Morgan’s unique capacity to deliver results makes her a highly valuable consultant for any organisation seeking to create a successful and sustainable team.
She confidently engages stakeholders to discover the root causes of performance challenges, and designs creative strategies to lift capability.
Jacky coaches leaders, communicates complex concepts, and facilitates behavioural change in her workshops, learning labs, and group coaching sessions.
Jacky’s experience and expertise create comprehensive solutions to ensure people, profit, and project goals are met.