Solutions Magazine - November 2017

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Solutions
|SOLUTIONS - MAY 2017|

From the General Manager
With such a heightened level of activity in the past
two months it would be easy to overlook our
regular newsletter so, “welcome” to the latest
edition of Solutions! As always the newsletter is a
great insight into the activities, successes and
challenges of our colleagues - more important
than ever with the current rate of change.
Despite the challenging number of parallel
projects underway, we’re doing very well as a
business and tracking to our targets, both by our
internal measures and from the Group’s
perspective. In addition to the systems and client
migration projects, we’re continuing to see some
great opportunities to align existing roles with
counterpart roles within the Group. I’m very
pleased that we are embracing these changes
positively, as the opportunities provide new scope,
integration and engagement for us individually
with the broader group.
Ultimately, were supporting the broader brand
consolidation project, aiming at the goal in 2019 of
“one brand”.
Thanks to Steve Picca for keeping the information
flow constant and ensuring we maintain this legacy.
As our first ‘formal’ staff newsletter within
Smartgroup it’s important to revisit the content so
we are all being kept up to date with events that are
most important to you. So, if you have any ideas for
new topics or changes to our current format, please
send me an email.
With the change, the newsletter needs a new name,
so tap in to your creativity! The best name
(subjectively!) will win a $50 voucher - just in time
for the holidays.
Brett Taylor
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How are we tracking?
GSP Update
It has been a case of Leavin’ Stevens in the GSP sales team as Steve Mules and Steve Crawford both
prepare to head up and out to new challenges. And we’re happy to see them go, not because they’re
leaving our team – we’ll miss them both for their humour and productive contributions – but because
they’re not really leaving. They are a great example of the opportunities which have opened up with our
inclusion in the Smartgroup.
They’re both moving over to the dark side to work with the leasing teams in SA (Steve Mules) and NSW
(Steve Crawford) to help grow the business on that side of the fence.
For Steve Mules, it will be a fresh challenge as he is able concentrate in the NL space and leaves the GSP
business behind.
Steve Crawford’s move, however, is a bit more like a return to base as he has already spent a couple of
years with Selectus before he joined us.
We’re excited for both of them and wish them inspiring times and fabulous results in their new roles.
NL Update
November saw a collective and collaborative approach between the sales and operations teams, making
over 1,000 outbound calls in 2 days alone! This increased focus on Novated Lease opportunities across
the business beyond BDM’s and Leasing Consultants will serve us well in the months ahead.
Furthermore with Novated Lease training to be conducted with the Priority team and ongoing CSO
referrals training to ensure we are providing the greatest opportunity for sales and in turn maximising
incentives!
A key learning and probably the greatest consideration we’re to make is a shift of mindset, in turn
adjusting to/embracing the support Smartgroup can and are providing. This means always question
what we do, why, and is there something missing that would make a difference? For example targeted
marketing and cross-sell campaigns, or referencing documents online rather than inserting
unnecessary attachments. The recent outbound example shows how we were able to review data and
have people making calls proactively in less than one day!
It was great to see the LC and SC teams pull out all stops to make sure we reached the requirement, with
the 134th settlement taking place after 5pm on the 30th.
Be safe this holiday period; check your tyres, check your spare, engine, transmission and windscreen
washer fluids are topped up. Take care of your car and it’ll take care of you!
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Finance Update
How are we Tracking?
November saw the release of the changes to V2 and SAP for WA Government as well as some bug
fixes that had been plaguing us for some time. This will allow us to do a bit of housekeeping in
December which will keep everything looking neat and clean during our month end processes going
forwards.
Although we are sad to see her go, it is also exciting news in that Radha was successful in a role as
Payroll Officer in the SmartGroup payroll processing area, based out of the AccessPay office in
Stepney. Radha finished up with us on the 30th of November.
Zoe Jackson from Operations moved across to the Finance area on the 1st of December to help us out
for the next three months. Zoe has been with Salary Solutions for some time and we are thrilled to
be able to work with her in Finance.
Operations Update
Operationally we have achieved an amazing set of performance results, which is a reflection of the
hard work, focus and dedication from everyone across the Centre. Our telephony Grade of Service
remained steady at 83.8% for the month, with our DMS grade of Service finishing at a very strong
97.4% Both call and DMS volumes remained steady from October into November and our current
performance results keep us on track to claw back our YTD deficits.
We saw a significant improvement in overall Quality results, finishing the month off at 87%, while
pleasingly our compliance results steadily increased to 92% As we head into December our focus will
remain strong on creating and delivering an outstanding customer experience on every call via
quality audits and targeting training programs.
Our commitment to Novated Lease referrals kicked into overdrive in the second half of the month,
driven by our business requirement to achieve the monthly Novated Lease sales targets for
November. Volume and quality of referrals increased substantially in a short period of time and we
also experienced our first exposure to a dedicated outbound campaign. The results were fantastic
and have not only contributed to November’s results, but have also begun to set us up for December!
We also have a number of projects currently on the go as part of the transition to SmartGroup and as
we align process/technology requirements. The Traralgon Fleet Management project is nearing
completion as we head into December, with final data testing and SOP’s being targeted for
completion by mid-December.
With December now here our focus is on applying the learnings obtained throughout November to
further drive overall performance and success.
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Novated Lease Referrals
After the initial NL workshops and reference material work, we are now conducting the Data
and Need analysis to further assist in generating more qualified referrals. We will continuously
share the tips, tricks and further reference material with you all, along with providing all the
necessary support to meet our business objectives.
Operations Training
Detailed need analysis and process mapping has been done last month to seamlessly process
Traralgon functions moving across to Priority team. A lot more work will still be conducted
this month to equip the team with knowledge and skills required to process those functions.
All email and postal communication templates provided and maintained for Operations have
been updated with the new logo and marketing material.
Compliance and Quality Focus
We are highly committed to ensure Compliance through all activities that we conduct; so any
doubt should be clarified with Managers and Compliance Job Log should be raised if further
clarification is required.
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It's Competition Time
Have a go at answering the 5 questions below and once you have finished please submit your
answers to: productmarketing@salarysolutions.com.au
1. Bobby Fischer is considered by many to be the
greatest player of all time in which game?
2. With what country is France's longest land border?
3. What company is the world's biggest distributer of
toys?
4. Who was the first golfer to win the US Masters
Tournament two years in a row?
5. Where are Bugatti Cars Made?
Previous issue answers: 1. Kanu 2. Every Year 3. Plastic 4. Finland 5. Train, Car, Bus, Tram, Ship, etc
unfortunately there were no entries that answered all questions correctly in the last magazine!
Colleague Movement
Over the past few months there has been a fair bit of colleague movement and change withing the
business. So we would all like to acknowledge the following who have departed or will be departing the
Salary Solutions business:
Shannon Hibberd
Jacquie Seymour-Griffin
Andrew Curle
Mark Gerahty
Steve Mules
Steven Crawford
Radha Daware
Kirby Fajardo
Daniella Petracarro
Insiya Karbalai
We wish everyone well and all will be greatly missed
from the Salary Solution family.
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Social Committee Update
November
Melbourne Cup
We kicked off with the race that stopped the nation which staff
enjoyed with champagne and pastries. With Rekindling taking the
race – Jan finished on top taking out the $5 sweep. The fashion
winners of the day were Julie F for her lovely fascinator and Natalie
for her very creative hat design, each winning a bottle of wine.
Upcoming Events
Kris Kringle
You would have received an email from Joanna on November 23 asking
for participants in this year’s KK!
With a $15 limit send through your interests to Jo or if you know
you’re already getting too many gifts this year, donate it to the Kmart
Wishing Tree – either way it’ll be fun time for all! Gifts will be
exchanged on December 15.
Masquerade Christmas Night
With the festive season rapidly approaching, it’s time to start thinking
about the long awaited Masquerade Christmas Night. We expect it’ll
be a night to remember!
We understand that the festive season can already be extremely busy
but it would be great to see as many of your merry faces as possible to
make the night extra special. As the name so subtly alludes to… it will
be a Masquerade night but not to worry – we’ll provide the masks and
you won’t be asked to leave if you choose not to wear one.
The entertainment for the night will not only be Ben Morris rocking
out to Jimmy Barnes on the air guitar… but we also have Cue Duo
providing all the acoustic classics. If you want to check them out –
head to their Facebook page below:
https://www.facebook.com/CueDuoBand/
Drinks and entertainment will start at 5.30pm and will run through
until 8.30pm. There will be a number of different cocktail food options
catering to all dietary requirements. We look forward to seeing you all
in your festive finest! Any questions please see Carly Turner.
Anyone can submit content
Don't be shy, if you have anything you believe to be of interest and relevant to staff please feel free to
send through content productmarketing@salarysolutions.com.au
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