POL00448256
POL00448256
CF
Branch Assurance Advisor — Induction &
Training
Version 4.0
POL00448256
POL00448256
Branch Assurance Advisor — Induction & Training Programme &
Table of Contents
Table of Contents
Objectives...
Pre-Start Preparation...
Week One...
Week Two.....
Week Three.....
Week Four.......
Week Five.....
Ongoing
Responsibilities
SP MP NDA P OWN BS
0. Version control...
a) Appendix...
Version Classification _I Description Author Date Status
V4.0 Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023
POL00448256
POL00448256
Branch Assurance Advisor — Induction & Training Programme &
1. Objectives
The objectives of this Induction and Training Programme is to introduce new colleagues to
the responsibilities, processes and daily requirements of the role of BAA. The primary
requirement of the role being to check and verify the accuracy of branch accounting records
relating to stock, cash, currency and compliance controls.
Secondly to support the postmaster in carrying out an effective branch assurance visit and
other activities that assure that the integrity of cash and stock in the Post Office network is
maintained.
2. Pre-Start Preparation
Prior to the new starter the following needs to be arranged:
+ Laptop, with log on and email address
+ Note Counter
+ Printer
* Mobile phone
The line manager shall then assess at which entry point of the following training shall the new
colleague commence:
No previous Post Office experience
Former/Current employee with no recent counter experience (within 12 months)
Former/Current employee with recent counter experience
Employee with current counter experience
fon >
e Colleagues that fall into group 1 to complete Post Office Discovery Day event on
Success Factors.
* Colleagues that fall in either group 1 or 2 shall complete the High-Level Main/DMB
Learner Journey, Investigating Discrepancies including the ATM, Lottery and
Balancing eLearning. (Check with Christine Moore)
¢ Colleagues that fall in group 3 or 4 shall be asked to demonstrate their knowledge of
transactions and selected eLearning will be scheduled. (Same as point 2)
e All colleagues shall complete the Effective Writing module on Success Factors
e All colleagues shall complete the Influencing, Assertiveness and Negotiation module
on Success Factors
e All colleagues shall complete the Giving & Receiving Feedback module on Success
Factors
e All colleagues shall complete the Personal Resilience module on Success Factors
e All colleagues shall complete the Taking Control of the Customer Conversation
module on Success Factors
The availability of these courses and eLearning will be scheduled throughout the
Induction period.
Version Classification _I Description Author Date Status
V4.0 Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023
POL00448256
POL00448256
Branch Assurance Advisor — Induction & Training Programme &
3. Week One
During week one the line manager of the new colleague(s) shall ensure that orders are
raised for the following items:
e Laptop, with log on and email address
e Mobile phone
e Home printer
« Note counter
e ID Security Pass
e Vehicle JNC or Private/Hire
e Introduction call with Branch Assurance Manager
Once the log-on, email and phone number have been generated arrange access to or
create:
« Knowledge Centre —- Central portal for housing information such as workaids,
chapters, and admin tools relevant to your role
e Branch Assurance Work Plan — Schedule of activities
e Branch Insight Tool - Central portal housing data — used by field teams.
Branch Assurance Portal - Central portal housing data — used by field teams.
Branch Hub
Puzzel Agent - Make and record telephone conversations
Assure Expenses
Microsoft Dynamics 365
Global User ID
+ Microsoft Teams
+ Global User ID
+ Smart ID
* SuccessFactors Inc e learning and compliance tests
4. Week Two
« Colleagues to be assigned and meet with a mentor from the existing BAA team.
e BAstandards and POL Ways of Working including Service Mindset Culture (Hub)
Impact of the GLO (Hub).
e Relevant overview of the 12 postmaster policies — including the Network Monitoring
and BA Policy (Hub).
e Introduction with relevant stakeholders including Contracts Advisors and Casework
Team.
e Process Map (KC)
5. Week Three
Meet with their mentor to set up their equipment and familiarise themselves with the
available Databases and information sources, creating short-cuts and preparing their laptops
for the role.
Shadow mentor on all types of activities. (As per delegation from Team Leader).
Version Classification _I Description Author Date Status
V4.0 Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023
POL00448256
POL00448256
Branch Assurance Advisor — Induction & Training Programme &
6. Week Four
All colleagues, having demonstrated their ability to navigate around horizon during weeks
two and three, should now have been issued with their equipment.
At this point, with their mentor, they should familiarise themselves with the BART, CAT, BIT
and BAP, PUZZLE tools, preparing them for a BAV and SUPPORT VISIT/CALL. Print hard
copies of materials required at BAV’s and familiarise themselves with the call scripts utilised
either over the phone or face to face.
7. Week Five
New colleagues shall attend all types of BAV’s in a support role, including risk-based visit,
closure, R&B, support visit and support calls.
Initially, the working papers shall be passed to the new colleague and, with their mentor they
shall prepare duplicate, not for submission, BART and CAT tools.
8. Ongoing
Regular face to face meetings shall continue with their mentor. Team Leader shall provide
ongoing support and produce a development plan and discuss during 121’s.
9. Responsibilities
It is the responsibility of the BA manager and Team Leader to ensure that the induction of a
BAA takes place and accurate records of each activity completed are kept, maintained and
stored centrally on SharePoint. They will also be responsible for any training needs that are
identified, and steps are taken to close these training gaps and to support the ongoing
development of the BAA.
10.Version control
Date Version Updated by Change
1/9/2021 0.1 David Nolan Draft version
2/9/2021 0.2 Alison Clark Revised version
3/9/2021 0.3 Alison Clark Revised version
30/1/2023 0.4 Mehl Singh Revised version
27/02/2023 3.1 Mehl Singh Job title changes
Review of courses
Review of policy
19/4/2023 4.0 David Nolan Reformatted
Version Classification I Description Author Date Status
Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023
POL00448256
POL00448256
Branch Assurance Advisor — Induction & Training Programme &
a) Appendix
Include a copy of the training plan capturing that all areas have been covered (as well as
ongoing training).
Name
Date started
Pre-start Checks
Action Date Complete Comments
Laptop, with log on and
email address
Mobile Phone
Home Printer
Note Counter
ID Security Pass
Vehicle JNC or Private/Hire
Introduction call with Branch
Assurance Manager
Day One
Action Date Complete Comments
Knowledge Centre
Branch Assurance Workplan
Branch Insight Tool
Branch Assurance Portal
Branch Hub
Puzzel Agent
Assure Expenses
Cost centre code (116284)
Microsoft Dynamics 365
Action Date Complete Comments
Access to People Hub
Microsoft Teams
Global User ID
Smart ID
SucessFactors including
eLearning and Compliance
tests
End of Week Review
Version Classification _I Description Author Date Status
V4.0 Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023
Branch Assurance Advisor — Induction & Training Programme
POL00448256
POL00448256
@
Action
Date Complete
Week Two
Comments
Assess Entry Point
Schedule training:
End of Week Review
Action
Date Complete
Other team contact
Comments
Meet Your Mentor
BA Standards & Ways of
Working
Overview of 12 Postmaster
Policies
Introduction with relevant
Stakeholders, CA’s and
Casework teams
Process Map
Controls
Action
Comments
Weeks Three and Four
Date Complete
Shadow Mentor on all types
of activities
Action Date Complete Comments
To be determined with
Team Leader
Version Classification I Description Author Date Status
V4.0 Confidential I Branch Assurance Advisor Mehl Singh 19 April 2023 Review
Induction Plan December
2023