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 Company: John Hancock Signature Services, Inc. Boston, MA
Company Description: JHSS is an organization of approximately 200 associates with a culture built from three core values which are critical to our success; Our Customers, Our Associates and Our Company.
Nomination Category: Support Categories
Nomination Sub Category: Best Support Staffer
Nomination Title: Crawford Clancy - Going Global
- Tell the story about what this nominee achieved since January 1 2007 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
In October of 2006, JHSS made a decision to move a number of Transfer Agent
functions to Manila for processing. While JHSS has opened sister sites
throughout the country, this was our first experience with initiating an off-
shore work site for processing resources. The Training & Development
department was given less than 6 months to research, develop, design and
deliver the training to the Manila associates; the deadline was March 2007.
Crawford Clancy immediately volunteered for the project. During the design and
facilitation of the training material, she made it her priority to understand
the culture of the Philippines to ensure that the participants were comfortable
and the communication between trainer and trainees was successful. The result
was a program that not only taught them how to do their jobs, but also one that
respected their learning style while acknowledging that English is their second
language.
Because there would be no experienced support staff after the site officially
opened in Manila, Crawford developed a training program that captured 100% of
the definitions, processes and procedures that the participants would need to
learn and understand to be able to do their jobs effectively (standard training
programs contain 80% of the most frequently used job functions). The
technological portion of the program was also unique due to the site’s location
and our inability to utilize our technology as we do in the U.S. Crawford
worked 6 days a week, 10 hours a day to produce this exceptional training
program within the project deadline, while ensuring that it was of the highest
quality.
When the design stage of the project was completed, Crawford traveled for 48
hours to Manila to deliver the training to our new associates. The class was
conducted during the overnight hours to accommodate the time difference and
allow for technical resources in the U.S. to be available. Crawford taught the
class for eight hours each day; then worked with the U.S. technical and
training teams to address concerns as needed; often for an additional 1-2
hours. This extra step ensured that the learning process ran smoothly during
the day and that the participants felt no impact.
One year later, the associates in Manila maintain a 98.69% accuracy rate.
Because the initial rollout and training was so successful, additional
functionality has been transferred to Manila, resulting in a positive expense
situation for JHSS. The high accuracy and productivity rate of these
associates has initiated a review throughout all of JHSS for additional work
responsibilities that can be moved to Manila. Crawford has also offered to
return to Manila to facilitate additional training, should the company
determine that it would be beneficial.
Crawford’s exceptional performance on this project is not a one-time
occurrence. She focuses on the learner and their needs during every project
and consistently produces high quality results. The business units and her
team rely on her as a knowledgeable, competent, supportive and cooperative
resource.
- List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
http://www.manulife.com/corporate/corporate2.nsf/Public/
philippines020907.html
- Provide a brief (up to 100 words) biography about the nominee:
Crawford Clancy began working with John Hancock in Albuquerque, NM as a
customer service representative in 2000. She transferred to the Operations
department in 2001 as a processor and, through a series of promotions, became
the first Team Leader in our new site that opened in Tampa, Florida in March
2003.
In 2004, Crawford joined the Training and Development team as a facilitator for
the Tampa site. At this time, she is responsible for developing, designing and
facilitating TA training programs in Boston, MA, Tampa, FL, and Portsmouth,
NH. She is also responsible for mentoring new training associates, as well as
maintaining collaborative relationships with our business partners.
Crawford has been the recipient of the JHSS President’s Award (2004) and the JH
Special Award (2007).
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