Case Study:
City of London Insurance Company
Engaging Employees

Context

This underwriting agency is a privately owned medium-sized company serving small and medium-sized employers. It is a principled firm, looking to provide tailored services and with a strong emphasis on customer service. The main objective with using the 6 Box Leadership Model was to improve performance and employee engagement.

Implementation

Headline scores were high, but with some variation; ‘Individuals’ was 21 percentage points higher than ‘Culture’. Some of the managers’ ratings were significantly higher than the staff’s. The findings demonstrate very clear strengths and developmental needs. The company scored well on employee motivation, focus on the customer and innovation, for example; but there was scope for improvement in managing for the long term, introducing a more coaching-style of management and involving staff in developing strategy.

Outcome

The survey led to an overhaul of communications, employee development and social responsibility initiatives. Managers reported that the more people-focused approach has improved engagement and performance.