Tellers say... “Déjà vu”

[admin]

FSU Australia Website,Tuesday, 22 December 2009

Looking Back

In 2007 the FSU embarked on a massive campaign to seek feedback from members across the retail network regarding the measurement of Teller Transactions - 100 transactions per work day equivalent (WDE).

The response was overwhelming; Tellers said they were frustrated that the measure set by the Bank was beyond their control and questioned, how could they be responsible for the footfall in a branch?

FSU consulted with the Bank on behalf of our members and the Bank agreed to remove this measurement entirely from the Performance Management (PMS) effective Jan 1st 2008.

Recent Feedback

We were surprised when contacted by members to hear the Bank had reintroduced this measure again in 2009. Members had the same question
“how can we be held responsible for the number of customers who come into the branch?”

Outcome
FSU met with Bankwest to ask why this measure had been reintroduced.
After discussion the Bank has acknowledged this measure is not appropriate and has agreed to entirely remove this from the PMS going forward in 2010.

They have also agreed to concede a minimum score of no less than 2 for this component of your staff review for quarter 2 (Oct – Dec 2009). If you have exceeded the target you will still receive the relative score.

The Bank has further committed to manually checking the previous 3 quarters of 2009 for anyone receiving less than 2 for their Annual review score to assess if this component of their PMS had adversely affected the score. Any appropriate amendments will be made. NB This will not have an impact on any incentives already paid to you.

Thank you to members who raised this issue, which through positive consultation with the Bank has brought changes to the way tellers’ work is measured and ultimately rewarded.

Contact Details
Ph: 1300 366 378
wa@fsunion.org.au
Welcome to the FSU - Finance Sector Union

Authorised By: Lynnaire Young, Local Executive Secretary WA

[admin]

FSU Australia Website, Wednesday, 23 December 2009

Sales per WDE moves to Sales per FTE

How does this affect you?

Over the past 2 months members have been contacting the FSU over the Bank’s change in the measure for Sales from week day equivalent (WDE) to full time equivalent (FTE) commencing 1st Oct 2009.

Members report there appears to be no adjustment for genuine time out of the business for Training, Relieving in other roles and Sick leave.

The FSU has met with Bankwest to discuss these changes and have asked the Bank to provide feedback to address the concerns of our members.

The Bank believes that they have adequately adjusted targets with a decrease in the daily sales target.

The bank acknowledges that some exceptions such as “Training” and Extended Annual Leave” are not taken into consideration in the calculation.

They have committed to discuss their planned operating model for 2010 with the FSU.

If you feel that you have been adversely affected by the change of reporting to FTE and can document any exceptions that would otherwise improve your quarterly review score and ultimately your Annual performance review score, we encourage you to follow this process.

Raise the matter with your line manager.
If dispute is not resolved by the manager refer the matter to the immediate manager’s manager.
If the matter still remains unresolved refer to HR for resolution.

Members are reminded that they can contact the FSU office at any stage for advice.

The FSU will continue to keep members updated once the Bank confirms their final operating model measures for your 2010 (PMS) Performance Management Scorecard.

Contact Details
FSU Member Rights Centre
Ph: 1300 366 378

Authorised By: Lynnaire Young, Local Executive Secretary WA