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GRC Professional : GRC Summer 2012
IN THE OFFICE 28 GRC Professional • Summer 2012 requirements and security features that would be embedded into the system,” she says. “It meant that when we took on a new policy, the system could be programmed to alert us when the policy no longer fit the criteria, if new product types were available or covers lapsed. The new systems have grown to include features to support the legal, risk and compliance requirements. These are being updated with any regulatory changes.” Corica also became involved in an orientation program for new employees, which not only introduces them to the business, but gives them a brief overview of all the necessary policies, procedures and systems relevant to their role. “We have two full-time trainers who work tirelessly to assist all employees in our Australian and New Zealand branches and ensure the guidelines meet the legislative requirements and employees are as up-to- date as possible,” she says. Staying in touch On her own initiative, Corica completed a computer publisher training course with the aim of developing a compliance newsletter that would keep employees informed of any changes to their compliance requirements. The newsletter, available through the company’s intranet system, contains answers to frequently asked questions on compliance topics and is used as a reference point by employees, especially newcomers. The newsletter has created a real interest and understanding of compliance. The intranet design followed and – with the support of IT who uploaded the design – NTI now has a fresh-look finance, compliance, risk and corporate governance layout. “I originally wanted to use the publisher course as a tool to increase the visibility and presence of compliance at NTI. When I presented what I had developed, our team became involved in inputting data, PDF documents and other information needed for compliance,” she says. “On the system we now also have rosters, due dates for reports, forms and other important company information, so even when employees are out of the office they can access data. The intranet has as much information as they need, when they need it – like when they’re on the road and want to give information to clients in remote locations. A quick call to my mobile usually assists further explanations. This contact is important to our team.” Customer relations Listening to both employees and customers has also been an important part of Corica’s management style. Compliance is featured annually in NTI internal customer surveys. It was through these customer and employee surveys that Corica was able to make improvements to delivery times for new insurance broker applications and account set ups. Liaising with the national sales managers and trainers and introducing agreed processes for delivery using a ‘three-step process’ has supported their deliverables. “We also set up sample emails for business development managers and service consultants to use when they send out communications to clients on compliance issues. It is a form letter that they can personalise to make the whole process so The intranet has as much information as they need, when they need it – like when they’re on the road and want to give information to clients in remote locations.
GRC Spring 2011
GRC Autumn 2012