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The Human Element of AI Transformation

Discover ways to effectively navigate through AI transformation. Only 4% of companies say they’re creating real value from their AI investments. The key differentiator is how well organizations manage the human side of implementation. 

Download the white paper to explore best practices for taking a human-focused approach as you lead through change.

Recruiter Report: Find the “Perfect” Candidate

Finding top talent remains difficult in today’s labor market. However, holding out for the “perfect” candidate may mean losing out on high-potential individuals that would thrive in the role.

Read our blog post gain insights on redefining what the ideal candidate looks like and share how to take a realistic and future-focused approach to making the right hire.

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Maintaining Effective Communication When Working Remotely

At this point, most professionals have worked from home for many weeks and are settling into the rhythm of their new work days. Organizations that didn’t previously have remote work programs in place have quickly adapted to effectively function in the new business climate. Working from home is becoming routine and the employee-manager relationship is evolving, along with team dynamics. As it becomes more likely remote work arrangements will extend through the summer months, it’s important to take a step back and evaluate how to be most productive and effective in this new reality. This includes understanding how to best communicate with your manager and team members. Especially if you had been used to coming into a physical office and interacting with colleagues face-to-face, communicating virtually may require shifts in your standard behaviors. The tactics that work in person will not be as successful in a virtual environment. Here are a few ways to ensure clear and consistent communication that promotes collaboration and alignment. Over communicate. When you’re in a physical office building, it’s much easier to have casual conversations around projects, provide updates and discuss assignment details. However, when working from home, these interactions must be more intentional. Ensure your manager knows what you are working on, the status of each project, and any hurdles or delays you might run into. Are you still on track to provide teammates with necessary deliverables? If there’s been a change in a timeline or responsibilities, have you communicated it to all stakeholders? As you continue to adjust to the current normal, strive to ensure alignment at multiple checkpoints. Assume positive intent. When you’re used to sitting in close proximity with your supervisor and other team members, it is much easier to gauge their tone, vocal inflection and body language. Additionally, when in the office, these individuals are able to focus solely on work, without having to care for elderly parents, tend to virtual learning and manage childcare needs. Assume everyone is doing their best and has the best interest of their teammates in mind. Go into conversations with positive intent and strive to solve any problems or miscommunications that arise proactively, without reading too far into a short email or instant messenger response. Set frequent checkpoints. In this time of change, there’s bound to be several gray areas. Work with your manager to talk through communication preferences, including frequency and methods. If you have a one-off question, would she prefer you send an instant message, text or pick up the phone? How often should you expect to have a formal touch base? For instance, if you previously met once a week for a scheduled one-on-one, is that still most effective in the virtual workplace? How often should you check in or share progress updates? It’s likely these answers will evolve as your team becomes more comfortable with remote work. Establish clear expectations and priorities. Make sure you understand what is expected of you and the projects that are highest priority for the week and month. If you’re unclear, ask questions. In today’s physically distanced work environment, ensure you’re in sync with your manager about timelines and project goals. These can be clarified in your recurring one-on-one meetings. It’s better to align early on than realize there’s a disconnect later in a project. Leverage all methods of communication. If your team didn’t previously have Skype or Slack, consider recommending it as a way to stay connected throughout the work day. This could include lighter conversations you might otherwise have in passing, as well as updates that impact the whole team. At the same time, when scheduling meetings, consider a video conference rather than just a standard conference call. Seeing facial expressions and glimpses into home offices can help build relationships and humanize team members, even from afar. Emails and phone calls are still practical tools, but strive to add new communication methods to the mix to compensate for the lack of informal conversations and in-office face-time. Offer and ask for help. If you’re having a slower week, offer to assist in areas that might not typically be in your purview. On the other hand, if you’re feeling overwhelmed with work and personal obligations, be transparent with your manager and work to establish a game plan so high priority projects aren’t delayed. Don’t be afraid to ask for help when you need it. Time magazine has referred to this as “the world’s largest work from home experiment,” and Gallup predicts there will be many learnings coming out of the current situation. While many individuals and organizations are adjusting as they go, continuous and consistent communication with your manager and team is key to success. For more insights on remaining productive in the current environment, read our recent post, “Best Practices for Working Remotely.”

Impact of COVID-19 on Insurance Industry Hiring

The global business community is in a state of transformation, as organizations work to understand the impact of the coronavirus pandemic on their companies and industries. Recently, The Jacobson Group ran a study to uncover the initial effects of COVID-19 on the U.S. insurance industry’s labor market outlook. Our survey ran from March 31 to April 10, and was open to U.S. insurance carriers and reinsurers across all verticals. According to the survey’s respondents, 43.2 percent of insurers have adjusted their hiring plans as a result of COVID-19. A third of insurers have made no changes to their original 2020 hiring plans and about 24 percent are still evaluating. As a benchmark, the results of our Q1 2020 Semi-Annual Insurance Labor Outlook Study, conducted in partnership with Aon plc, showed 61 percent of insurers planned to increase staff in 2020. Thirty-one percent expected to maintain their current staff sizes and only 8.2 percent thought they would decrease employees by any amount. Technology roles were reported as the greatest need in both studies. However, the April study found insurers are more likely to add accounting, analytics, claims and sales/marketing roles than they were when surveyed in January. The hiring shifts brought on by the coronavirus seem relatively minimal in relation to the overall economy. About 18 percent of insurers surveyed are currently on or anticipating a hiring freeze, compared to 37 percent of organizations on hiring freezes across all industries. It’s likely insurance will see delayed labor market effects brought on by the longer-term economic direction. The Survey of the Current Insurance Labor Market serves as an independent supplement to the Semi-Annual U.S. Insurance Labor Outlook Study, conducted in partnership with Aon plc. For additional study findings, download our infographic here.

Compass 13.2: Managing a Remote Employee Culture

In today's physically isolated work setting, it's important for organizations to promote a positive and supportive corporate culture that reflects your company values. By doing so, companies can keep their employees engaged and motivated.

Managing a Remote Employee Culture

In today's remote work setting, it's important for organizations to promote a supportive corporate culture that reflects your company values. By doing so, companies can keep their employees engaged and motivated.

Q2 2020 U.S. Insurance Labor Market Study Results – Pandemic Edition

Jacobson finished compiling the results of our Survey of the Current Insurance Labor Market, which we ran from March 31 - April 10 to determine how insurance carriers’ 2020 hiring plans have changed in response to COVID-19...

Putting Your Best Foot Forward During Virtual Interviews

In the current business climate, the majority of insurers have closed their physical offices and their employees are working remotely. This is impacting relatively all facets of business including recruiting and hiring processes. Candidates must now be able to interview for roles and even be comfortable accepting offers without meeting hiring managers or other prospective colleagues in person. While many best practices around preparing for and acing a standard interview hold true, here are a few tips for confidently and effectively presenting yourself throughout an entirely virtual interview process. Avoid technical issues. Especially given today’s current work-from-home environment, it’s important to demonstrate you are tech savvy. If you’re not able to get a video interview up and running in a timely and professional manner, it serves as a reflection of your ability to work remotely. Minimize glitches by doing a trial of the company’s video software (even if it’s one you’ve used before). Dial in to the interview early, giving ample time to fix any last-minute issues. Test your sound and video quality before your interviewer logs on. Pay attention to details. While avoiding technical issues is key, paying attention to smaller details will also help set you apart. Dress as you would for an in-person interview. Choose a quiet location in your home with a professional and neutral background. Try to minimize noise and distractions from pets, children and others within your home as much as possible. If you typically work from a home office, take a fresh look at your workspace and remove any clutter you may not normally notice, like coffee mugs or piles of paper. Also know that you have control over sound and video quality. If your built-in laptop camera makes you look grainy or blurry, you may want to order a separate camera with a better picture before interviewing for your dream role. Practice looking into the camera, rather than at your computer screen. Take a look at your lighting and consider how to avoid shadows. Ideally, your light source will come from in front of you rather than behind. Experiment with this in the days leading up to your interview. Be prepared. While it’s always advisable to research a company and role prior to an interview, it’s even more important when the entire interview process is virtual. Make sure you are well-versed in not only the organization, but also the interviewer, leadership team and other key individuals. Research their profiles on LinkedIn, as well as any recent news articles and thought leadership pieces. Additionally, review your resume and consider potential questions you may be asked. One benefit of a virtual interview is that you can have any key points you want to share in front of you for reference. However, make sure your notes are not distracting or causing you to look away from the interviewer. Ask questions. Having a variety of well-thought-out questions shows you’re prepared, interested and detail-oriented, no matter the interview format. It’s likely you’ll have questions about the company, role and culture coming out of your research. Write these down so you have them handy during the interview. Given the many unknowns around the current state of work, make sure you ask about timing and next steps. As you advance within the interview process, don’t hesitate to inquire about stability, including how individuals will transition back to the office. Especially if you are currently employed, not knowing these details may make you hesitant to make a move. Set expectations. Currently, we’re still seeing a candidate’s market in insurance and insurers continue to seek top talent for open roles. If you’re hoping to work remotely once the office opens back up, approach this with the hiring manager, as it may not align with their plans. Ask about what the virtual onboarding process will look like. What technology and equipment will be provided and what kind of training will be available? How does the company plan to keep their staff members engaged and help them build relationships with colleagues? Be positive and personable. Remain professional in your interview, but don’t hesitate to show your personality. This is your chance to build a relationship, even if it’s over the phone or through video. Make sure to follow the interviewer’s lead, ask how they’re doing and make the interview more conversational, if it seems appropriate. Even in trying times, stay positive. Describe how you are performing your current job remotely and how you’ve successfully transitioned to working from home. Follow up. The same etiquette for following up after an interview applies. Send an email shortly after your meeting (within 24 hours or less) to let the interviewer know you appreciate their time and to further express your interest. Keep the lines of communication open and make yourself available for any follow up questions or information. While the format of interviews has changed in the past few months, it’s still possible to get to know a company and feel comfortable with a role through virtual interviewing. Especially if you’re actively seeking a new role, use this time to your advantage and set yourself apart within the interview process.

Managing Remote Employees: Key Insights and Advice

As the insurance industry adapts to a workforce that is primarily – if not completely – remote, many managers are finding themselves overseeing work-at-home employees for the first time. At Jacobson, many of our corporate employees and temporary staff work remotely on a regular basis. We asked a few leaders across our organization for their key insights and advice on effectively managing remote staff. Prioritize communication. Dave Coons, Senior Vice President: Stay engaged! Host regularly scheduled one-on-one meetings and team meetings over Skype and Zoom. Video is great because it creates a more personal connection and gives you the ability to read people’s non-verbal cues. Salil Shenoy, Controller: My open-door policy remains the same whether we’re in the office or working remotely. Making time to be actively engaged and available is crucial. This entails scheduled and ad-hoc one-on-one and team meetings with clear agendas to ensure the time is focused and productive. Communication and trust are key! This is even more true when individuals on your team are dependent on other employees they no longer see in person. Open and honest communication helps create a collaborative and positive environment that is proactive and preventative, rather than reactive and corrective. Set clear expectations. Nikki St.Martin, Vice President, Marketing Communications: It is more important than ever to ensure everyone is on the same page regarding everything from work hours to deadlines and production levels. Schedule a weekly call with your team to share the department’s priorities for the week and address workflows and any challenges. Continue to provide regular feedback, both positive and constructive, so employees know if they are performing at the expected levels. Karen Aiello, Assistant Vice President, Account Management: I’ve been doing this for almost 20 years, and it’s important to stay in constant communication. Make sure there is a good understanding of priorities, expectations and performance/quality goals. Alison Wetmore, Assistant Marketing Manager: Coach your team for your communication style. Be sure to spell out the level of communication you expect. For example, if you want individuals to confirm they have received emails about new projects, be sure to let them know. Focus on trust. It’s important to trust your employees and let them do their jobs. Micromanaging will have a negative impact on productivity. If you are seeing a dip in work product or quality, approach them from the angle of “How can I help?” versus “Why didn’t you do X?” Tanya Rinsky, Senior Account Manager, Health: Come from a place of support, always assume positive intent and respond quickly, even if it’s just to say you’ll get back to them when you know more. When communicating by phone and body language can’t be used as a guide, it’s important to ask lots of probing questions to ensure you fully understand what the person is trying to communicate. Recognize different work styles. Abbe Sodikoff, Senior Vice President: For people who prefer to work alone, it can be challenging to get them engaged with the group as a whole. Finding ways for those individuals to lead a discussion or participate and contribute without feeling put on the spot can be challenging. However, taking extra time to meet those people at their comfort level is well worth it. Judy Busby, Senior Vice President, Executive Search and Corporate Strategy: Each employee has different needs. You must adapt to each employee to maximize team contributions, company culture and professional development. Set boundaries. Set boundaries around availability to help people unplug for the day. If an email isn’t urgent at 9 p.m., then use the “delay send” feature so your employees can feel comfortable setting boundaries with their time. People who are new to working at home tend to be challenged with turning off work. Small adjustments can help with that. Leverage technology. Beth Roekle, Senior Vice President, Talent Delivery: Leverage technology wherever you can. For instance, we use group chats, video conferencing and emails to help keep people connected. In addition, we prioritize our regularly scheduled communication as much as possible to ensure adequate opportunities to connect. Alison: As our team has grown, we’ve needed to find ways to best manage multiple people working on different aspects of a project. Technology such as Basecamp and Trello can help track where projects stand at any given time, as well as who is responsible for each part of a project. Connect on a personal level. Dave: I believe that you don’t manage “people,” you manage “personalities.” What I mean by this is not all people are the same, and they have different needs when it comes to being supported and managed. It’s important to realize this and tailor the way you manage your employees using different means and techniques to get the best return on your investment. Nikki: Small talk happens naturally in the office, in the lunchroom, passing in the hallway. When everyone is working remotely, maintaining a connection takes intentionality. Many of your employees are juggling more than they are used to in the game of life. Take a few moments at least once per week to just call (or even better, Facetime or Skype video) and see how they are really coping. Use group messaging software to say good morning, share a funny story in the afternoon or ask about employees’ plans for the weekend. Judy: You need to make room for personal interactions, especially since people are now at home with their kids, cats and other distractions. This requires a relaxing of norms for all to feel comfortable videoconferencing. I’m learning so much about team members’ families, interests, pets and more and think it will bond us for many years to come. There’s typically so little time in the workplace to talk about these things, but it’s now integrated into everyone’s work day. As a high-performance leader, this is a great time to grab insight about someone to better lead them. Catherine Prete, Senior Vice President, Operations: It can be easy to slip into “all business” mode when you don’t see the person. Be intentional about connecting differently in communications that don’t involve seeing your staff. For instance, start calls by asking about personal matters and express appreciation. Now that all of my staff is remote, I have learned that not only can we easily survive in this environment, we can thrive. Everyone has been diligent to keep the human connections in lots of unique ways.

Harnessing the Strategic Potential of Boards

Today's boardrooms are operating in a tumultuous business climate. As business continuity and remote work capabilities take precedent, certain skills and experiences are more valuable in the boardroom than ever before.

Recreating the Candidate Experience through Remote Interviewing

As the business landscape rapidly evolves in light of the COVID-19 pandemic, insurers must also adapt their approach to hiring. While most individuals are accustomed to meeting candidates in person, shaking their hands and even conducting interviews over a shared meal, remote interviews are quickly becoming the norm. It’s essential for hiring managers and recruiters to adjust their talent strategies to successfully move forward in this unprecedented time. Video interviewing is not a new concept. Yet, its use is soaring as companies navigate today’s business circumstances. Reuters reports business apps – such as video conferencing – have grown nearly fivefold, from 1.4 million new users in the first week of 2020 to 6.7 million new users in the first week of March. Now that travel restrictions are in place and most physical office locations are closed, companies must embrace video conferencing technology and help employees get comfortable interviewing from behind a screen. Whether or not you and your team are accustomed to virtual hiring, there are a few best practices to make sure your remote interviews are as effective as possible. Focus on making a connection. One of the concerns we’ve heard around video interviewing is whether or not it can be as personal as a traditional in-person interview. In our team’s experience, video interviews enable you to interact, communicate and evaluate soft skills in similar ways, short of a handshake. Many insurers have shared that this form of interviewing is much more interactive and personally engaging than they had originally anticipated. Although you’re not meeting someone face-to-face, it’s still possible to evaluate their emotional intelligence, leadership capabilities, communication skills and more. While these are typically uncovered during in-person meetings, video interviews are capable of providing the information necessary to extend an offer. Develop interview guidelines. Some members of your recruiting team may already be familiar with video conferencing and remote interviews, while others may be brand new to them. Although there are likely varying levels of comfort among individuals involved in the hiring process, create a consistent set of guidelines These should include the following: Log on early and provide time for any troubleshooting prior to the start of the interview.  Select a quiet location with a neutral background. Dress the same as you would for an in-office interview. Put your computer at eye level, even if it means raising it up. Look at the camera, not the computer screen, when addressing the candidate. Pause after a candidate finishes answering a question – this accounts for lag time and helps avoid talking over each other. Practice. Hold team calls over the video conferencing system to get comfortable with its functionality. Convey a consistent employer brand. Although interviews are taking place in home offices, each individual involved in the interview process should be aligned on messaging. Discuss the goals of each interview ahead of time. What are you trying to uncover? What insight are you hoping the candidate walks away with following the interview? Make sure recruiters, as well as the hiring manager and anyone else involved in the process, have reviewed the position description, as well as the candidate’s resume. While they may seem less formal, treat remote interviews the same as you would if they were held on site. Get creative. Focusing on the candidate experience is a bit different in today’s environment. While this may no longer mean showing them around the office or saying hello to would-be co-workers, organizations must still build excitement and help candidates see how the company and position are the right fit. Consider creating virtual office tours that provide a feel for the office space and environment. You may also want to schedule shorter back-to-back interviews where candidates can meet multiple individuals from their potential teams. As with any interview situation, maintain momentum and open lines of communication, while keeping candidates informed of next steps and timing throughout the entire process. Set expectations. Be as specific as possible about what onboarding will look like, especially if the candidate will start working before your team is physically back in the office. Tell candidates what they can expect as far as orientation and training, as well as how they will be positioned for success. If certain details are still being solidified, let them know. At the same time, discuss their home office set up and expectations around availability. Communication and transparency are key to making sure both parties’ needs are met. Help ensure a successful interview. Many candidates are not accustomed to video interviewing. Additionally, with the number of different video conferencing platforms available, it’s likely they have not used your specific system before. Make sure everyone’s time is respected by working with your IT team to put together clear instructions for joining the video conference. Consider various operating systems, download requirements and log on information. Email these instructions to candidates when scheduling their interviews. Move forward with confidence. A completely virtual approach to hiring may be new, yet it should not prevent your team from extending an offer to the right candidate. The industry is still experiencing a significant demand for talent and many insurers are seeing this as an opportunity to hire top candidates at a time when their competitors may be more reluctant. Through a strategic and focused approach, you’ll be able to uncover an individual’s qualities, skills and cultural fit as well as you would in a traditional interview. This unique business climate will pass in time; however, so might the opportunity to make an ideal hire. By helping your internal team get comfortable with new systems and encouraging them to deliver a consistent message and candidate experience, you’ll be best prepared to move forward with your hiring plans.

Boardroom View 2.1: Harnessing the Strategic Potential of Boards

As business continuity and remote work capabilities take precedent, certain skills and experiences are more valuable in the boardroom than ever before. This issue's feature article explores how boards can leverage their members' strategic potential to better support the company's vision.

Best Practices for Working from Home

Most businesses have asked their employees to start working from home during the past week. As someone who works remotely on a full-time basis and oversees our own temporary employees at The Jacobson Group (many of them remote workers), I wanted to share a few best practices for effectively working at home. Whether you already telecommute on a regular basis, or if current circumstances have led you to self-isolate within a home office, here are a few tips for staying productive: Create a dedicated workspace. Designate a room or quiet corner as your home office. This space should be out of heavily trafficked areas and free of distractions and noise. Use a desk or table that’s large enough for your computer (and multiple screens, if needed), phone, printer and other essentials. Stock your office with supplies such as extra paper, pens and notebooks to ensure they are at the ready. Reserve this space exclusively for work, enabling you to “step into your office.” At the same time, this set up will allow you to mentally and physically “leave the office” at the end of the day, providing time for you to reset and refresh. Review your company’s work-at-home policies. Many companies have specific policies around working from home. Typically, this includes internet connection speed and technology requirements. You may also require video conferencing and group chat tools to connect with colleagues and clients. While your work-at-home set up may be temporary, ensure you are able to function at full capacity. Discuss any technology needs or concerns with your manager early on. Additionally, you should align with your manager on expectations, hours and communication preferences. If you are new to working from home, this may include additional touchpoints or calls to ensure projects and deliverables are moving forward as planned. Prepare for your day. To be most productive, create and stick to a schedule. Working from home is not an excuse to lounge around in your pajamas. Dressing for success (even if it’s toned down from standard business wear) has an impact on your frame of mind. Start the day by eating a nourishing breakfast, getting dressed, completing any daily morning chores and settling into your workday. This shouldn’t be too different from your standard morning routine (minus the commute). Review your to-do list and calendar first thing in the morning to prepare for the tasks at hand and plan out your day. You may even consider setting time blocks on your calendar for focused project work. Remove distractions. If you do not live alone, it’s likely other individuals will be home with you in the coming weeks. Set clear expectations and boundaries around your work hours. If necessary, consider using noise cancelling headphones or a white noise machine to limit distractions. Log out of social media accounts and keep your personal phone at a distance to discourage habitually checking for notifications. Connect with your colleagues. Especially if you are used to working in close physical proximity with your teammates, suddenly working alone may feel jarring. Many people are used to asking coworkers questions in person and receiving immediate answers. Adjusting your communication style and expectations is key. Don’t let a lack of face-to-face communication impact your ability to do your job. Identify the communication tools and methods that work best for your team. Coordinate your schedules and encourage continued collaboration through online chats and video conferencing. This can increase effectiveness and enhance team camaraderie, while also keeping you motivated and engaged in your work. Take breaks. Make sure to take breaks to clear your head and enhance your overall productivity – even if it means scheduling time on your calendar. While it can be hard to step away from the office when working from home, it’s important to shut off. Take time outside of work to exercise, walk around the block and let your mind rest. If it’s after hours and an email can wait until the morning, let it. Even in unique and precautious circumstances, remote work doesn’t have to be isolating or inconvenient. By creating a functional home office space, setting clear professional and personal boundaries, and proactively planning your day, you’ll be prepared to stay focused and productive.

Virtual Professional Resources for Remote Work Infographic

From developing your remote team to practicing mindfulness at home, this infographic highlights actionable resources for our new work-from-home reality.