This entire Financial Advising Services Performance Management Process is designed to transform cultures and enhance Client Care while holding staff accountable. Most importantly, typically performance expectations and measurements are intangible and difficult to substantiate. Numerous tangible, observable and measurable criteria are provided for each position.

This Performance Management Process is used to achieve the following:

•  Communicate performance expectations during the hiring and interviewing process so candidates can assess their desire and ability to commit to the established standards and metrics.
•  Continually monitor, document and track performance.
•  Identify knowledge gaps and document opportunities for continued development.
•  Coach team members to succeed as knowledge gaps or performance issues are identified.
•  Utilize as references to objectively complete probationary and periodic, as well as annual performance reviews/assessments and confidently substantiate and justify ratings.
•  Provide documentation for initiating corrective action, if needed.

The Human Resources issues addressed include the following:

•  Observable and measurable expectations resulting in greater objectivity when evaluating performance.
•  Consistent and complete documentation.
•  Coaching to enhance communication and promote success.
•  Consistency regarding accountability.
•  Support and justification for coaching sessions, Performance Review ratings, Individual Development Plans and disciplinary actions.
•  Reductions in grievances, increased retention and enhanced employee satisfaction.

Solutions and tools provided include the following:

•  Position descriptions and performance expectations
•  Position-specific performance assessments
•  Individual development plan template
•  Individual weekly activity tracking log template
•  1-on-1 coaching worksheet
•  Coaching guidelines and worksheet
•  Associate Financial Advisor client meeting observation and feedback form
•  Client Care Process standards and quality metrics for calendar management, interactions preparation, client interactions, interaction outcomes reviews and business processing and tracking
•  Daily/Weekly Staff Meeting agenda and minutes template
•  Compiled weekly productivity and accountability tracking
•  Performance-based compensation and bonus guidelines
•  Sample client care support team compensation plan
•  Staff satisfaction survey