Caroline Caddick, people development manager at Zurich UK, reveals why she believes the insurer should win the Excellence in Professional Development category at the 2022 Insurance Times Awards

Explain briefly about your entry in the Excellence in Professional Development category.

We believe that supporting our frontline managers in their development is crucial. Our managers play a key role in engaging, building trust, developing and facilitating high performance within their teams, so that they - in turn - can deliver for our customers.

Through our Leadership Breakthrough programme - which is continuing professional development accredited by the Chartered Insurance Institute - we support the embedding of a common Zurich leadership language, which is focused on our strategic priorities of customer, sustainability and community.

Caroline Caddick

Caroline Caddick, Zurich Insurance

What do you think makes your entry stand out or different from your competition?

We’ve taken the 70/20/10 model, which is the optimal approach to learning, and have developed a blended programme that combines a 90-day self-paced learning journey, virtual sessions with other managers, face-to-face skills practice and one-to-one coaching.

Our move to a blended approach has resulted in high levels of satisfaction among delegates. In 2022, our current scores are:

  • 100% Net Promoter Score.
  • 100% satisfaction with the training.
  • 100% strongly agree that the learning transfers to their role.
  • Delegates and line managers all noted an improvement in confidence and capability following the programme.
  • 100% seat utilisation.

What would winning this award mean to you and your firm?

We’re extremely proud of our programme and its results. External recognition of the programme would validate the investment we make in developing high performing leaders and better serving our customers.