BEST PRACTICES IN SUPERVISION: Experiences from the Field

1. BEST PRACTICES IN SUPERVISION:Experiences from the Field Emelita B. Rocero MABS Microfinance Specialist (With inputs from Eddie Revilla and Edwin Verona) 2009 RBAP-MABS National Round table Conference May 12-13, 2009 Hyatt Hotel and Casino Manila

2. If you want to increase productivity, profitability, and long-term competitive advantage, the best thing to do is to make sure your organization has great first-line supervision. – Wally Bock Author, Speaker, and Consultant on HR & Supervision

3. Why Supervision Matters • Supervision promotes managerial accountability • Supervision offers opportunities to: • Identify problems within the unit or department • Plan actions for improvement • Acknowledge achievements of subordinates • Relate with staff

4. Understanding the Role of Supervisors • The middle man between management and staff • A performance manager • A team leader • A trainer, a coach, a mentor • A problem solver • A champion of the bank’s strategic visions and goals

5. What Makes a Good Supervisor • Training, Orientation, Preparation – Ripe for the job! • Good decision-making and communication skills • Excellent people skills • Strict but friendly, open, trust-worthy, fair and patient • Dedicated, committed, focused, disciplined

6. The Value of Training and Coaching I don’t believe so much in team motivation, I believe more in getting a team prepared, so it knows it will have the necessary confidence when it steps on a field to play a good game. – Tom Landry, Football coach and role model

7. The Value of Training and Coaching Training equips the staff to do the job (to achieve the department’s goals) while coaching provides an effective way in developing and building their skills. – Edwin Verona, GM Bank • Training prepares the staff for the job. Ihanda muna ang Account Officers bago isalang sa labas para merong direction ang kanilang mga ginagawa. Coaching is equally important dahil hindi lahat natutunan sa training. – Eddie Revilla , RB Mabitac

8. Effective Supervision Tools • Compliance with Policies Review • Loan Portfolio Analysis using the PAR Aging Report • Regular and Annual AO Performance Evaluation • Regular staff meeting that is time-sensitive and has clear agenda

9. Why Management Support Matters in Effective Supervision • Management support boosts the confidence of Supervisors/Mid-level management. • Management provides the vision and direction, inspiration and motivation, recognition and rewards • Evaluates and supports the plans of the unit • Provides the needs of the unit, as necessary • Acknowledges achievements of staff • Reprimands to correct mistakes • Listens and trusts

10. Experiences from the Field:Supervision Practices that Really Work! • Strict adherence to bank policies and regulations • Regularly monitored through a compliance with policies review • Conduct staff meeting • Time sensitive and planned in advance with agenda to be discussed and topics prioritized for discussion • Client Visits and random spot checking of staff activities. • Training and re-training of staff, as needed and without delay!

11. Experiences from the Field:Supervision Practices that Really Work! • Get along well with people, without necessarily becoming friends with them. Be professional. • Immediately discuss and solve conflict when it occurs • Give clear and constructive feedback, both positive and negative – keep communication lines open • Hammer in the organization’s mission and vision and constantly remind the staff of their duties and responsibilities.

12. Best Supervision Practice: Review the way your bank selects, trains, and supports your supervisors and make the necessary changes to make your supervision better.

13. END OF PRESENTATION