Much like other industries, the COVID-19 pandemic forced many insurers to have their staff work remotely from home nearly overnight. The virtual workplace, once a gimmick, has now become a widespread model. It goes without saying that the workplace landscape for all industries drastically changed over the past two years.
And now that the pandemic situation has eased somewhat, several companies are now allowing their employees to return to their offices. But how should insurers handle their employees, when their jobs can be easily done back at their homes on a desktop PC?
For Rob Marsh, Liberty Mutual Canada president, there needs to be a proper balance between being flexible when it comes to workplace conditions and offering quality service to clients and brokers. But most importantly, the president also believes that people should not be forced to show up without good reason.
In an IB Talk podcast, Marsh agrees that there indeed needs to be a certain flexibility when it comes to insurance working conditions.
“There’s no question in my mind that we need to offer flexibility in the workplace moving forward,” the president said. “I mean, the past two years have taught us a lot about inclusion, empathy, and trying on new and better ways of working together.”
The leader also pointed out that there are unique benefits and challenges to both in-person and virtual work.
“Everyone is different. Many individuals are better able to focus in a remote environment. Some thrive in an office setting. Some have embraced a newfound flexibility in working hours or reduction of their commute.”
Citing himself as an example, Marsh noted that over the last two years, he has been able to tuck his kids into bed and read to them almost every night – despite also having an in-office presence when it has been safe to do so.
“I can certainly assure you that that wouldn't have happened pre-pandemic.”
Marsh also laid out Liberty Mutual’s approach to hybrid work.
“I think it’s simple at Liberty. We really consider all employees’ needs and have a hybrid workplace model which mixes in-office and remote work, to offer flexibility and support. Both are available and we won't needlessly focus employees to be in the office when they're better off at home, or vice versa – both for them and for organizational needs.”
The reasons to support hybrid working go beyond the ability to be focused and productive, Marsh added.
“It’s to ensure people don’t feel forced to be somewhere just for the sake of it. And I mean, the benefits, of course, are vast and includes more autonomy, empowerment and better work life harmony, which results in better engagement and more productivity, better health, stable workforce. And certainly, we will evolve our expectations and norms for connecting in person and collaborating together, listening closely to our employees and customers, brokers and clients.”
