Customers are at the heart of Varma employees’ work
Varma’s success is based on competent personnel efficiently handling our customers’ pension cover. Customer focus is at the core of Varma’s expert work and operational development. Service that is appreciated by our customers is the result of broad competence and co-operation.
In 2015, we broadly introduced the lean concept in the customer-oriented development of our operations. We are using lean in change management and agile renewal. During the year under review, we improved the efficiency of around 20 processes with the help of lean.
Varma’s personnel carry out demanding expert work that is meaningful for society and requires continuous development and renewal. We have been preparing for the upcoming pension reform through training and by improving our customer service. In autumn 2015, we launched training to strengthen the strategic competence and networking of our experts.
At Varma, supervisory work consists of productive and inspiring management based on coaching and measurable results. Coaching sessions support everyday work and bring agility to development work.
We take care of Varma employees’ workability
As a strong expert in workability management we also take care of the workability of our own personnel. We want to ensure that our experts are equipped to provide high-quality customer service. Varma has been successful in managing the workability of its personnel. As proof of this, we belong to the lowest disability contribution category.
We conduct regular employee satisfaction surveys. According to the 2015 survey, Varma employees are especially satisfied with the improvement in customer focus. The employees would like to see more ambition and innovativeness in the activities. Overall employee satisfaction rated 8.3 on a scale of 4–10.
Varma employees also participated in the Healthy Financial Industry project by the Federation of Finnish Financial Services, which focused on creating a vision of the changing work within the financial industry. According to the results, the future of customer service will be divided between digital & mobile services and personal services that focus on specific customer issues. The multichannel nature of customer service already shows in Varma employees’ work.