Recognizing that the transition for new leaders (supervisor level and above) is critical, Pennsylvania health insurer Capital BlueCross’ HR function designed a robust Leader Onboarding and Transition process to accelerate the assimilation of new leaders so they are contributing and adding value immediately. This process provides a range of planned, integrated, and highly tailored support for both external new leaders and internally promoted leaders.
Program Details
Phase 1—Prepare for New Leader
- Identify and engage all key stakeholders
- Identify areas of resistance
- Design targeted communication strategy to maximize leader and team engagement
- Provide readiness training for the manager of the new leader
- Provide a detailed introduction to the role, department, and company for the new leader
Phase 2—Learn Current State and Define Expectations
- Create a customized onboarding plan with the new leader within the first week of appointment
- Discuss expectations with the new leader in identifying how he or she will sponsor change at Capital BlueCross
- Facilitate connections with other leaders and peers to establish effective working relationships and networks
- Conduct a new leader assimilation climate survey and build feedback loops to monitor progress
- Lead onboarding and integration survey feedback sessions
- Identify ways the new leader can make quick, meaningful contributions
- Prepare for an engagement meeting with the team, allowing the new leader to articulate the vision and strategy, and address climate feedback
- Build team effectiveness through a shared development experience that targets: establishing team ground rules, accountability, decision-making, conflict resolution, and identifying/handling resistance
- Assign a mentor to help the new leader navigate the culture and organization
Phase 3—Implement and Assess
- Assess effectiveness at 60, 90, and 180 days and annually utilize pulse check surveys
- Communicate success measures/key performance indicators and performance goals
- Utilize feedback data for continuous improvement opportunities
Results
- 100 percent of all new leaders are offered a suite of options to guide their transition.
- 100 percent of new leaders have reported a successful transition with accelerated time to production and increased team assimilation.
- 100 percent of participants indicated significant impact on their ability to achieve business results quicker.
- 94 percent of employees agreed they have a sense of their new leader’s leadership style.
- 91 percent of employees had clarity on their new roles and responsibilities.
- 83 percent of employees felt they had a better understanding of the background and capabilities of their new leader and the vision.
- 96 percent of employees want to give extra effort to help Capital BlueCross succeed.
- 90 percent of employees plan to continue their career with Capital BlueCross.
- Current employee turnover is 4.68 percent; industry average is 10.6 percent.
