How to add a performance plan – Credit Unions

How to add a performance plan

1. The Goal.

What you want your staff member to achieve.

2. The Measure.

This is the target for the end of year review.

3. The Weight.

How important is this goal? Important goals would get a high weighting. Less important get a lower weighting.
Let’s say you assign three goals. You might give a weight of 60% to the most important goal and 30% and 10 % to the other two.

4. Click here to add milestones.

5. Milestones.

Milestones are mini goals. After you have committed the performance plan your staff will get notifications via email when their milestones are due. They will need to log in and report their progress. If they are no achieving the milestones you have an early warning that they are in danger of not achieving the goal.

 


 

Examples of goals & measures you might use for different roles;

Jump to examples for:
A Teller
A Clerical Officer – Administration
A Deputy CEO

A Teller

Goal Measure Milestones Due Date
% of agent time spent in dealing with members at the counter No less than 75% of agents time is spent dealing with members at the counter No less than 55% of agents time is spent dealing with members at the counter 17/03/2014
No less than 65% of agents time is spent dealing with members at the counter 15/06/2017
No less than 75% of agents time is spent dealing with members at the counter 19/09/2014, by the time the employee gets to this date they should be at or near the goal, before the end of year review date
Average Members dealt with per hour Average number of inquiries closed per hour to be at least 6 Average number of inquiries closed per hour to be at least 2 17/03/2014
Average number of inquiries closed per hour to be at least 4 15/06/2017
Average number of inquiries closed per hour to be at least 6 19/09/2014
# of complaints received No more than 4 complaints received No more than 8 complaints received 17/03/2014
No more than 6 complaints received 15/06/2017
No more than 4 complaints received 19/09/2014,
Absenteeism Absent for no more than 1 working days per month Absent for no more than 3 working days 17/03/2014
Absent for no more than 2 working days 15/06/2017
Absent for no more than 1 working days 19/09/2014

Competencies for a Teller

Flexibility Willingness to modify ones preferred way to doing things
Member Focus Concern for members interests
Certification in CU Operations (Staff) Stage 1 (NVQ 6)

 

A Clerical Officer – Administration;

Goal Measure Milestones Due Date
Fraud detection Conduct 5 fraud detection reviews Conduct 1 fraud detection reviews 15/03/2014
Conduct 3 fraud detection reviews 19/06/2017
Conduct 5 fraud detection reviews 21/09/2014, by the time the employee gets to this date they should be at or near the goal, before the end of year review date
# of process improvement activities Identify 10 process improvements Identify 4 process improvements 15/03/2014
Identify 6 process improvements 19/06/2017
Identify 10 process improvements 21/09/2014,
Auto pay customers transitioned to SEPA DD All customers using SEPA DD by year end 50% customers using SEPA DD by year end 15/03/2014
75% customers using SEPA DD by year end 19/06/2017
100% customers using SEPA DD by year end 21/09/2014
Answered Customer enquiry calls at least 50% answered monthly at least 10% answered monthly 15/03/2014
at least 25% answered monthly 19/06/2017
at least 50% answered monthly 21/09/2014
Tip: Stagger the dates between employees so as a manager you are not required to perform all reviews on the one day.

Competencies for a Clerical Officer

Certification in CU Operations (Staff) Stage 1 (NVQ 6)
Collaborating Developing and maintaining partnerships

A Deputy CEO;

Goal Measure Milestones Due Date
% Statutory Reserve  At Least 20% of balance sheet total held in statutory reserves At Least 10% of balance sheet total held in statutory reserves 20/03/2014
At Least 15% of balance sheet total held in statutory reserves 25/06/2017
At Least 20% of balance sheet total held in statutory reserves 23/09/2014, by the time the employee gets to this date they should be at or near the goal, before the end of year review date
Member satisfaction index Member satisfaction to be no less than 86% Member satisfaction to be no less than 70% 20/03/2014
Member satisfaction to be no less than 80% 25/06/2017
Member satisfaction to be no less than 86% 23/09/2014
% of policy compliance At least 97% of all policies to be in compliance At least 60% of all policies to be in compliance 20/03/2014
At least 75% of all policies to be in compliance 25/06/2017
At least 97% of all policies to be in compliance 23/09/2014,
Identify opportunities for merger or alliances with other credit unions Annual Report 12/12/2014
Tip: Not all goals will require milestones.

Competencies for a Deputy CEO

Degree in Credit Union Studies (Staff & Directors) Stage 3 (NVQ 8)
Certification in CU Governance (Directors) Stage 1 (NVQ 6)
Managing Performance Setting high expectations and clear goals, giving feedback and dealing with performance problems
Member Focus Concern for members interests

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