Tan Kin Lian's Blog: High departure of staff

Thursday, May 08, 2008

High departure of staff

I am a sales agent of NTUC Income for many years and I know Kin Lian for umpteen years. He has been known to be a workaholic and an hard headed person but not a man without a heart. Many people in INCOME know that he is a very compassionate person always willing to help those who are in need. It is a very sad episode that after his departure from INCOME so many things had happened and also had affected so many people.

To begin with, I have nothing against the new management of INCOME but it’s the way things are being done. The first indication from the new CEO was to phase out the part time sales people because he came from a company that do not believe in part-timers. I won’t say he forgot, but he doesn’t understand the root and culture of NTUC INCOME and how it started. Under the leadership of Kin Lian, it has transformed INCOME to what it is today.

It was Dr. Goh Keng Seng’s wisdom to advise NTUC to start this co-operative Insurance as it had the built in advantage of reaching out to different strata of the workforce through the trade unionist and union members. For three decades, these part time sales force also know as INCOME Organisers had contributed tremendously to the success of this co-operative.

Kin Lian’s departure has also caused a great dislocation to the staff. I won’t say its wrong for the new CEO to bring in his own people to support his mission but too many replacements including middle management has caused fear and uncertainty among those who are not chopped yet. Many more staff are in limbo, don’t know when is their turn to go. From the number of postings in TKL’s blog from ex-employees expressing their bitterness is a testimony.

It is a sad thing, that such a thing happens to a co-operative own by the labour movement whose primary objective is to champion for workers rights. I hope the leadership of NTUC can look into this matter to instill some confidence to the existing staff.

I am also very disappointed with some agents who posted in the INCOME forum venting their anger at Kin Lian questioning his motive and calling him all sorts of names. The only reason I can think of is that those postings in Kin Lian’s blog about agents earning high commission and advocating people to buy term and invest will invariably affect their sales.

Justice Pao

21 comments:

dsowerg said...: Although I do not have any life insurance with Income, I do have some policies (such as IncomeShield). When the new CEO came on board, I asked my Income agent whether anything would change. I was privately worried that the new CEO would bring his previous commercial insurance principles into Income.

My agent was quite careful (and I do not blame her) and replied that many in Income were hoping for change. She did not elaborate but past conversations with her suggested that some agents felt their income was being jeopardised by other services that was being introduced (e.g. Business Centre). I sense that she was hoping that under the new CEO, the well being of the agents would be better taken care of.

She wasn't complaining of the renumeration scheme for agents per se; in fact, she said that 'it depends on what you are looking for'. My understanding is that Income agents get a lower commission but they do get a fixed salary as well.

I think that the new CEO was like a breath of fresh air, bringing in something new into the company. It helps that his coming in brought about some physical rejuvenation of the offices. I can understand fully how this could have won the staff over; afterall, I'm an employee myself and I do want a nice office to work in. I don't begrudge Income employees for wanting a nicer office, new toilets and so on.

My only question is - will anything change for policy holders?

I was watching Income quite carefully. When Income started introducing complicated products like Vivolife and Revosave, it kind of confirmed my inner fears. Which was a pity because to me, Income was the last insurance company "holding out" against the rest of the money-making industry. Now it seems that Income has also turned over to "the other side". Can I still trust Income to be fair and value for money? I do not know.

I have a Prudential ILP which sucked 2 years of my premiums so maybe I'm biased against Prudential. Frankly, I don't know if anyone's really to blame, but this has been a really ugly episode for everyone involved and I wish it wouldn't have happened.; May 08, 2008 2:43 PM
Anonymous said...: Personally, I think it is a general trend across all boards in Singapore. New, younger, and more highly qualified administration take over the position. Equipped with great paper qualification, famous family background, they command a higher pay and higher say. Unfortunately, though they have good brain, the fact is that they have less heart, or even sometimes to the extend of no heart.; May 08, 2008 3:12 PM
Anonymous said...: Hi Mr Tan,

What was said was absolutely true. I was an ex-manager in Income.

I remembered during 1 of the long service award presentation last year, the new CEO passed a remark and he said "I didn't know you guys can stay so long in the job".

I do not know his intention and meaning for saying so. But it was interpreted at the ground level as telling people that they should stay too long in their position.

Many of us were very upset over his comments. A joyous occasion to celebrate the long serving colleagues turned out to be one that is damping to the morale of the staff.; May 08, 2008 3:47 PM
Anonymous said...: He was hinting that all of you should go, to make way, so he could bring in his own people.They are from his old company . He made it clear , in the press, that he didn't come in to keep your job. That was how he created vacancies for his friends and to pay his friends higher salaries he has to sack a few. Perhaps on the pretext of sprucing up the building he could lump some of the expenses into his extravagant expense account.
I am there are some monkey business going on and it will be interesting it will end up like the most infamous saga Kcf with peanuts and golden tap thrown up.; May 08, 2008 5:17 PM
Anonymous said...: I guess there is a need to put things in a proper perspective.

I am an employee of Income. I think it is quite a strong statement to say that the first indication from the new CEO was to phase out the part time sales people because he came from a company that do not believe in part-timers. In fact, when Mr. Tan made his first speech as new CEO of NTUC Income at the town hall meeting at Esplanade, he mentioned that he liked all the agents whether full time or part time to feel loved by the company.

Under his leadership, the productivity of such part time agents has also improved.

Figures speak for itself. All these are testimony to the results of changes that he has made to the company, so I think it is only fair to give him some credit.; May 08, 2008 5:51 PM
Anonymous said...: Fair??? What is fair? Was he fair to me when he asked me to leave after more than 15 years of loyal service when he came in to restructure the company.

Telling me there isn't a place where i could contribute positively anymore.

I am not the only one affected. Didnt he promise to everyone else that there wont be any retrenchment?

His words can never be trusted.; May 08, 2008 8:47 PM
Anonymous said...: This comment has been removed by a blog administrator.; May 08, 2008 8:49 PM
Anonymous said...: The new CEO said at his declaration at Esplanade that there will not be any retrenchment.

But do you know he is not speaking the truth? Behind the scenes, there were many high profiles cases of staff and managers being forced to leave.

Although they resigned on their own, they did not leave willingly.; May 08, 2008 11:13 PM
Anonymous said...: This is in reply to 5.51pm. I have to put things in the right perspective. You are an employee of income so you are not an income organiser and what make you think that the statement on the first indication to phase out the part time sales people is quite strong.
The speech at the Esplanade was not his first. Were you present at the Representative Meeting at Kreta Ayer when he talked about training for the Dos and Field Executives and Managers.

Are you also aware that the management has been trying to get the Income Organisers to convert to full time? What make you think that under his leadership the productivity of such part time agents has also improved. Do you have figures to back up your argument and how do you measure productivity. Where are the figures mentioned in your last paragraph as testimony to the results of changes.

I suppose you are one of those who received 2.31 months bonus.

Are Joseph’s and Robert’s postings not prove that your CEO says one thing and do another thing. Let me also remind you that at the First Sales Forum he publicly announced that seniority and long service do not mean anything to him but performace is.

What do you think is the implication? Don’t rejoice too early. Wait till you suffer the same fate then you will come to this blog and start swearing.; May 08, 2008 11:56 PM
Anonymous said...: Being forced to leave or resign isn't much different from retrenchment. So you can't trust these people who play with words and semantics.

It is a sad thing, that such a thing happens to a co-operative own by the labour movement whose primary objective is to champion for workers rights.

Well that's the stated objective. However what they do can be very different from what they say. This is the PAP government. Rights? What rights?; May 08, 2008 11:57 PM
Anonymous said...: Every month there are so many people resigned.

It shows something is wrong in the restructuring. So many people are not happy to work under the new management compared with the old management.

I know we should look forward and not back but the new management has to bear in mind that Income is Cooperative and not like (example: Prudential) which is running like an MNC style.

Really pity on those who are being "force" to leave where there is a promise made that no retrenchment will be practising in Income.

To conclude, now Income is like a gathering place for "Prudential" and "AXA".; May 09, 2008 8:50 AM
Anonymous said...: If they were forced to leave or asked to resign, why do you think an organisation wanna do that?

One obvious reason could be the person no longer fit the job or unable to contribute further and add value to the organisation.. If you are the boss, would you want to waste time and money to retain them..

Aiya, if the person possess great qualities and capabilities he/she would be able to find a job elsewhere and sint this an opportunity for him/her to excel further and explore further in his career path?; May 09, 2008 9:10 AM
Anonymous said...: I went into Adrian's blog this morning and felt extremely sorry for him.
This is not the outcome of what I want to see since day one I commented my views. Views are to contribute for improvements, not accusations or to arouse ill feelings toward any party involved.
I love NTUC co-operatives because it is our very own identity among our people and it reaches out to all walks of people, be it high-class, or low-class; highly educated or lowly educated. My comments have in some way contributed to Adrian's leaving, whether I like it or not, it does not matter any more. I am resigning from partaking in this matter because I don't wish to see any more casualities.
a homemaker signs off; May 09, 2008 9:13 AM
Anonymous said...: Mr Tan Kin Lian is NOT Dr Mahatir.

Why?
"... 174,000 (Singapore)retail investors were suddenly stranded when the Malaysian Government (Dr Mahatir) froze their investments on Malaysian stocks in September 1998, amounting to US$5 billion...." (www.sias.org.sg)

"...bombing Singapore for example..." said Dr Mahatir in an informal speeach (Source: youtube)

Readers should appreciate the insider information in this Blog and beware of investment risk.

P.S. Mao is not an ex-employee of INCOME!; May 09, 2008 10:13 AM
Anonymous said...: A Cooperative also needs to be staffed with capable staff. The worst thing you can do for the cooperative image is to assume it is a place that encourages mediocre performance, because employees' rice bowls are guaranteed regardless of performance.

This is not to say that people who have left are substandard. But for far too long, we have employees who misinterprete the "cooperative" label to mean it's a place for them to be complacent, to produce mediocre work. It results in a lot of frustration for the rest of the employees who put in a decent amount of work. And do you think customers can tolerate sloppy service? You ask yourself which type of worker would you want to be served if you have a need to be attended to.

And to be frank, for some of the employees who left, if you ask around, no one would have readily absorbed them into their departments anyway. I'm referring to "some", not all pls.

Sometimes, you have to take a look at yourself too. It is not always about "me".

Singapore is prided for its quality workers. The issue is not about the employer being heartless
but there is a bigger message out there - what you are subconciously telling your employees.

On the other hand, if you are the employer yourself, what kind of quality are you looking for?

We are certainly not very "accommodating"people. Look at the number of SIngaporean employers who complained non-stop about their "slow" maids. Is it the maid's fault for being slow? Most of the time, the answer is no. BUt does that mean you continue to keep her or go back agency and ask for a change? Most will go back and change, even though you know full well that the poor girl would have worked for free because of her loan! To make yourself feel better, maybe you give her a red packet. But that is hardly helpful. Your reasons? Well, I'm not rich. I have my financial constraints. It's just too bad for her.; May 09, 2008 10:24 AM
Anonymous said...: Sometimes wondering if the new CEO Mr Tan had seen all the comments on Mr Tan Kin Lian's blog.

If so, will really want to see his replies.; May 09, 2008 11:12 AM
Anonymous said...: Homemaker, don't worry. I doubt that AK is resigning due to this. He's shrewd enough to plan ahead before this. I'm sure he found a place to go to already. Job hopping among youngsters is common. AK, maybe you'll like to share?

Mao, I agree, insider views like Mr Tan's is very very precious. I don't think you'll get such details anywhere else. People who vent their anger at Mr Tan should just go to the AGM and talk it out. If they want to talk, go to the AGM, don't slander him or use sarcastic words online. That's very low.

Anon (10.24), I also hope for better employers!; May 09, 2008 11:32 AM
Anonymous said...: To 10.24am

I am commenting on your last paragraph. When my maids first came to me, all of them, were very slow initially. However, I allow them time to pick up the skills and at the same time motivate them. All of them stayed with me for at least 2 years or more. I am not saying I am good, but at least give them a chance. I would not send them away or request for a change as I may get back the same or even worse replacement. So, the key thing is to keep motivating them. It is hard but it is worth a try. :); May 09, 2008 11:34 AM
Anonymous said...: 9.15am homemaker,You have a heart and it is really nice of you. Adrain must be touched by your sincerity.
Adrain is nice guy. He is candid in his posting but he means no ill intention. He defends but he does not lie to get around.
We wish him all the best.
I bashed him up many times, verbally and if he thinks justifiable he will accept.He is always learning and upgrading. He is pursuing a CFA course to help his clients with investment. This is the kind of adviser we should consult and not those half baked insurance salesmen who masquerade as consultants and other names. Many of this kind can be found in ntuc, product pushers and traffickers i call them.

Sorry, Mr. Tan to upstage you.I just devote these few words of encouragement for him.

Zhummmeng:o); May 09, 2008 12:42 PM
Anonymous said...: I think such organizational changes is quite normal for any organizations undergoing a management change. Let alone Income.

I do not see why the fact that Income is a cooperative that it should be viewed differently.

Just because it is a cooperative, can it compromise on its operations efficiency or customer service? The answer is No... So there is a need for the company to constantly improve on its practices so that it can continue to add value to its policyholders.; May 09, 2008 2:33 PM
TheFact said...: To be fair to Kin Lian, he has a very good philosophy on people management which has made NTUC Income strong and successful, i.e better to have good people giving their best performance rather to have best people giving average performance. As long as the people have the passion, Kin Lian will give them the chance to do their best and strengthen what they are good at. That’s why people have serve faithfully to the organisation which is contrary to what the new management thinks that these old staff has no where else to go.

People have worked in Income long because they respected the leader then who is committed in looking after the best interest of NTUC Income and giving best values to the policyholders. It was meaningful then to serve the organisation which has a sound purpose and good values. NTUC Income was never meant to a retirement place until the new CEO started to coin it himself. People were proud to be working at NTUC Income until the new management think likewise.; May 10, 2008 12:45 AM

Thursday, May 08, 2008

High departure of staff

21 comments:

Blog Archive