ARHINFUL LORETTA ABA A (844974) SAM PETRA MENSIMAA (844794) AHMED SK ASHIF (843888)

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1 GROUP MEMBERS ARHINFUL LORETTA ABA A (844974) SAM PETRA MENSIMAA (844794) AHMED SK ASHIF (843888)

2 P W 1 THE HRM BUSINESS MODEL OF ENTERPRISE LIFE ASSURANCE COMPANY GHANA (ELAC) CONTENT

3 ENTERPRISE LIFE COMPANY PROFILE DESCRIPTION OF ELAC,S HR DEPARTMENT ELAC S HRM BUSINESS MODEL KEY CUSTOMERS KEY PARTNERS THE HR DEPARTMENT S VALUE PROPOSITION KEY RESOURCES KEY ACTIVITIES THE HR DEPARTMENT S CONTRIBUTION TO ELAC S REVENUE STREAM KEY CHANNELS THE INTERVIEW

4 CONCLUSION APPENDIX THE COMPANY PROFILE MD OF ELAC Enterprise Life Assurance Company Limited (ELAC) was incorporated in the year 2000 with the initial shareholders as Enterprise Insurance Company, a listed general insurance company in Ghana, African Life (now Sanlam Sky) a South African Life Insurance Company and the International Finance Corporation, the commercial wing of the World Bank. Their current shareholding comprises of Enterprise Group Limited (51%) and Sanlam (49%). Nature of Business ELAC operates as a specialist Life Insurance Company. ELAC provides Life Assurance products that are affordable and innovative, designed to meet the needs of their policyholders. Their Vision and Mission

5 Their Vision is to be the leader in the life Assurance Service Delivery in Ghana. And they do so by providing innovative and affordable life Assurance products and high quality assurance service delivered by a motivated team of employees to meet the expectations of their policyholder and shareholders. Brand The ELAC brand is based on the concept of the Thoroughbred. The Thoroughbred is a horse of outstanding pedigree with an inherent disposition to be the best. Born of outstanding parentage, excellence is just their nature. This endows them with sheer power and muscle, and it what gives them the drive to deliver the quality service and solutions their policy holders desire and expect. This is why their policy holders confidently testify that, truly they are Rest Assured. Their Theme Insurance delivery with a heart. Their theme rides on the fact that their processes and everything they embark on at ELAC resonates from within. They chose the heart because the heart symbolizes the purity of their Intentions towards their policy holders and the centrality of those intensions towards their policy holders present and future well-being. Thus At ELAC: They seek to understand Are here to protect Driven to Surprise Desire to inspire their policy holder.. All in an effort to make their cherished clients feel a part included in the ever growing ELAC family. Consequently, as an insurer who has the interest of its customers AT HEART, they seek to meet their policy holders at their point of need. In the process they assure them that they are interested in the things that concern them, their fear, their children s education and future aspirations. That is why at ELAC the heart is at the centre of everything they do. They seek to create their products with a Heart. Desire to sell their policies with a Heart They are driven to pay claims with a Heart And serve their policy holders with Heart. This they achieve by offering them INSURANCE SERVICE DELIVERY WITH A HEART.

6 Operations Their strategy is to distribute life insurance through the traditional Agency Channel which has been core to their operations since inception. They have since diversified their distribution through the Broker and Bank Channels. To improve operations and their service delivery to their policyholders, they installed robust operational software which heighten their speed of operations and allow them to employ additional applications to enhance their operations. Accordingly, ELAC introduced an interactive SMS that enables clients of ELAC access to some personal details on their policies via their mobiles phones 24hours 7days a week as well as the opportunity for client s access their claims at the nearest Standard Chartered as soon as the claim has been approved and client notified via test messaging. Their Products Individual Life Products Funeral finance plan Lifetime Needs Plan Edu care Plan Family Income Protection Plan Group Life Products Group Funeral Plan Group Corporate Life Plan Church Funeral Scheme Voluntary Funeral Scheme Credit life Achievements They are pioneered and are currently the leader in Funeral Insurance. They pioneered the distribution of Life Assurance through Broker and have signed seven (10) Broker Contracts. They pioneered Bancassurance in Ghana and have contracts with Standard Chartered Bank, Barclays Bank. They pioneered the sales and agency channels for the sale of life Insurance They are currently the only insurance company in Ghana that employs the use of a state of the art, robust information technology software named Orfeo that enables them process claims and access policy details within the shortest turnaround time. They introduced the first ever 24hour claim payment system with Standard Chartered Bank - CLAIM EXPRESS DESCRIPTION OF ELAC HUMAN RESOURCE DEPARTMENT

7 The human resource department of Enterprise Assurance Company limited is responsible for recruiting, selecting and inducting employees who in the long run create value for their policyholders and give in their best to help the organization w According to the HR unit head their department is termed as the middle department because there is a linkage between them and all other departments. Decision making is democratic and it s a very vibrant and dedicated department. The duties of ELAC S HR department consists of: Policy formulation Recruitment Training Performance management Coordination between management and employees Staff book recording Promotion Salary determination and compensation. Awards review and processing Technical policy interpretation Reassignments Personnel data entry and records maintenance The HR department unit head says the other department compete with them a lot but they are still the best. ENTERPRISE ASSURANCE HUMAN RESOURCE BUSINESS MODEL Who are the HR departments customers? In ELAC the customers of their HR department are their policy holders who are their customers since they are the ones that policies are formulated for. Their employees who give in their best in order for the right people to be recruited since know what it takes for a person to work for their organization as the the HR unit head said he hires people who are diversified and talented. The shareholders of ELAC are also the key customers of the HR department because they choose employees who will have the interest of them at heart not their personal interests. Who are their key partners? According to HR unit head all department are their partners are;

8 all department since they serve as a linkage department in the organisation in the sense that in case any department is short of an employee or there is a job post that is empty in any of the department they see to it that the position is filled but not just with person. What is the value proposition of the HR department? The HR department s value proposition is to give in their best for the organization to achieve It s goals. They make sure their key practises brings about a positive outcome to their employees, line managers and shareholders. They also retain and motivate existing employees. What are the HR department s key resources? The HR s key resources are database and logistics. They use logistics in order for them to be effective in the utilization of the human resource planning for the additional requirement of man power resources in their firm. They use a Microsoft Access based human resource management system (HRMS) software that has been designed for an organization like theirs. It is powerful and easy to use and allows them to work more efficiently on utilizing their time and resource. It offers them wide range solutions for their human resource data management needs. The HRMS software features includes their employees general information, medical information, tax information, monthly time sheet for payroll, and more. It helps them record their employee data, with general information, photo, note attachment files, medical information, tax information, monthly timesheet, payroll reports (based on the tax information and timesheet), resume and training records and medical insurance and emergency contacts their employee benefits form helps them record all medical and detail insurance programs that their company has for their employees. The database records all employees information and you can review it by name list, phone list, or department lists. It helps them create HR payroll report, phone list, employee list, department list reports, and they are able to add their own report later based on their need. Employees job history information, employee benefits information, employee certification and awards manage, employee performances evaluations information, employee vacation and sick information and equipment tracking information are managed with it. What are the Key activities of ELAC HR DEPARTMENT? Their activities ranges from making strategic partnership, being administration experts, changing agents and being the champion employees. Strategic Partnership In building strategic partnerships, the HR department is able to build partnerships with ELAC in developing plans that will align the firm's human resources with its long term corporate goals and vision. They are able contribute to business strategy development by aligning HR jobs with strategic goals, and provide tools and create an enabling environment to actualize these goals.

9 They are able to analyse work processes and recommend improvements where necessary. They are able to develop policies that will benefit the firm, management, and employees alike. Being administration experts Since they are administrative expert, they are able to carry out administrative duties like providing the tools needed for the organization to operate successfully. They are able to manage the overall labour costs in the organization and plan for administrative budgets. They are information managers and are able to discover new and evolving trends that will be beneficial to the company. They are able to manage their HR budgets (recruitment, selection, training and development, etc), and are good negotiator in times of salary decision expert, he or she should be able to create a new organizational change without disrupting the firm's business. Changing Agents They are change agent, they able to find new ways of doing things that can move the company forward. They are able to convince management of the need for the change and address employees about changes. They coordinate and facilitate the change process, and provide the tools and structures needed during the change period. Since they are expert, they able to create a new organizational change without disrupting the firm's business. Being Employee Champions Since they are employee champions, they are able to manage the staff selection, recruitment, training, development, career planning, performance management, succession planning, and retention exercises. They are responsible for determining the firm's long-term human resources needs, assessing current resources, and determining areas where change is needed. They determine whether human resources needs can be sourced internally or externally. They conduct training needs assessments and determine the type of training that will benefit the staff and organization. They carry out career management in a way that aligns the employees dreams with the organization's requirements. They carry out performance appraisal exercises to determine staff performances in their present responsibilities; they determines those that will be rewarded, promoted, demoted, and recognized. Since they see themselves as employee champion, they are involved in handling grievances and disciplinary issues in the firm. They handle all employee related matters like leave issues, medicals, pension matters, housing, and general welfare issues. How does the HR department contribute to ELAC S revenue stream? According to the human resource unit head their department contribute to their organization s revenue stream through the quality recruitment they do What are the key channels of ELAC S HR department?

10 The human resource manager said their key channel is communication and that is how they communicate changes to employees or get to the outside world in case there is a job vacancy. Their communication tools include staff quiz tool, staff survey tool, employee blogs and discussion forms and their company notice boards. INTERVIEW WITH ENTERPRISE LIFE ASSURANCE HUMAN RESOURCE MANAGER MR ALFRED KOFI NTI BY HUMAN RESOURCE STUDENTS OF UNIVERSITY OF C AFOSCARI VENEZIA FROM THE ECONOMICS AND MANAGEMENT PROGRAMME (2012/2015) YEAR GROUP. Interview Questions 1. Can you please tell us a little and what you had to do to get to this honourable position as the human resource manager at ELAC? Answer: Thank you, it really amazing because originally I had wanted to study Economics. But after the first semester I happen to realized that Economics was not what I really wanted to do. I am more of a people person and Human Resource looked more like it and have not look back since. For Enterprise Life, I came through what in Ghana we call National Service (Social Work). Happened to be in the records unit, one day the HR manager needed an assistance and I gave my best short and ended up being recruited to the department. It has been hard work and pure dedication. 2. What are your tasks, duties and responsibilities as human resource manager? Answer: Policy Formulation through the creation of an enabling environment, Recruitment, Training, Performance management, coordinator between management and staff just to mention a few. 3. How would you describe the human resource department of your organization? Answer: It is very vibrant and dedicated department. 4. Who are your main employees? Answer: We employee intelligent graduates from all Universities

11 5. How do your main employees help you to satisfy the needs of your customers? Answer: It is through their prompt attention to details. After recruiting, we take time to orient and train the staff members. We believe in excellence in service and it does not come cheap it comes through work. 6. Do you offer any special training programs for employees? Answer: The main stream insurance staff go to Professional Insurance School which the company sponsors. The rest are train on their operational work and also MBA. 7. How do you motivate your employees? Answer: Intrinsic and extrinsic that is monetary and non-monetary. 8. What difference do you see in employees after you motivate or reward them? Answer: They work harder and are very much encouraged. 9. Are all your employees giving in their best to help ELAC achieve its goals? Answer: Yes 10. If you were to award any employee as the best and hardworking who would you choose and why? Answer: This is quite difficult because staff members really work hard. But I will award persons who do extra ordinary things. 11. How do you recruit or select your main employees? Answer: Through interviews and when necessary they go through aptitude test. 12. Who are your mains competitors in terms functional units within ELAC? Answer: We do compete because we are conceded to be middle department so I will say all departments.

12 13. What segmentation variables to you use in segment customers? Answer: Age, geographic, education, demographic just to mention a few. 14. What value do you create for your customers? Answer: Prompt attention and care. 15. What key resources do you have in your department? Answer: Data base and logistics. 16. How does these key resources contribute to the value your department creates? Answers: It helps the department to create an enabling environment for the company. 17. Who are your key partners? Answers: all departments. 18. How does your department contribute to the revenue of ELAC? Answer: Through the quality recruitment we do. 19. Who are your departments key customers? Answer: our staff members, our shareholders and 20. Please describe your staffing process Answer: It entails recruitment, selection and induction.

13 Finally sir, what advise will you give to us students who want to become human resource managers in the near future? Study, be committed and stay positive. Thank you very much Mr Nti we are very grateful for your time. CONCLUSION In conclusion Enterprise Assurance Company has a well- giving in their best. He said motivation was intrinsic and extrinsic. Finally we also came to realise that their department was a linkage between all the departments and their management. They recruit people both externally and internally and decision making in their department is democratic. All employees work hard to give their best shot. Indeed their human resource department is vibrant and dedicated from all the information we gathered. And it s a department that we as aspiring human resource personnel would love to work. Designed HRM model which indeed will help their organization achieve its stated objectives and long term goals. The HR unit head Mr Alfred Kofi Nti said all employees in his department are giving their best and it difficult when is time to reward employees because they are all good and talented. AN EMPLOYEE BEING REWARDED FOR A

14 GOOD JOB DONE. Appendix Enterprise life assurance company website. Interview with HR unit head Mr Alfred Kofi Nti. Enterprise group.

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