Rhian Polglase

Griffiths & Armour Professional Risks
Client Services Director

Rhian originally joined Griffiths & Armour over 20 years ago, initially in a secretarial position before moving into an insurance broking role.

This background, her subsequent career development and obvious interpersonal skills have all been key elements in Rhian’s contribution to the Client Services Board. She brings a unique perspective on all aspects of the business and has experience of working with a broad spectrum of clients, from sole practitioners to some of the country’s largest construction consultants.

Rhian’s areas of specialty on the Board are Personnel, Training and Systems. She has responsibility for the recruitment and interview process as well as compiling our induction programmes for new personnel. Her involvement with training extends to all members of our Professional Risks team and she continues to play a key role in the delivery of digital transformation.

Rhian, how has the Client Services Board improved the client experience?

We talk about our people being our greatest asset and I know how much our clients value the relationships they’ve formed with the individuals responsible for their Professional Indemnity (PI) arrangements. That’s why we are constantly and consistently investing in training, systems and knowledge development. Everything we do in these areas is about enhancing the service we provide.

I would hope our clients feel we already have a strong service proposition but I want us to continue to exceed their expectations. The Client Services Board has helped us identify areas for improvement and the make-up of the Board means that projects are now underway in a range of areas with individual Directors taking ownership on the delivery of outcomes.

At times when people are busy, firms can lose sight of the bigger picture and the need for continuous improvement. Having a Board dedicated to client service has helped to ensure an ongoing focus on what support our clients need today and how we can look to develop that into the future.

What do you look for when hiring new Griffiths & Armour personnel?

The most important trait I look for is character and whether the candidate is likely to fit into our culture. Are they someone who is going to thrive in a supportive team environment where people are motivated by a desire to serve our clients’ best interests and deliver excellence in everything we do? Are they individuals who are committed to self-development and the development of those around them?

One of the things that sets us apart is length of service, which makes the hiring process so crucial. Longevity means that we build genuine, trusted partnerships with clients and our extensive training programme has a proven track record of individuals progressing to Director and in some cases Partner level; which underlines why it is so important to get it right at the outset.

What is the training process for new Griffiths & Armour recruits?

Part of my role is to compile a training schedule for each of our new starters, allowing them the opportunity to work across several teams in the Professional Risks division, to meet other brokers and gain exposure to a variety of insurance placements. This is very much part of our culture; we want everyone to integrate and work well together. It also gives them a broader understanding of how we operate as a business whilst allowing us to identify their individual skillset and how they can best succeed in their career at Griffiths & Armour.

Our clients expect and deserve to deal with people who are qualified, knowledgeable and confident to deliver the support they require. For that reason, it could be months or perhaps years until those on our Graduate programme are given responsibility for their own client portfolio but during that time, we invest heavily in their training and development in a way that is tailored to their needs and the needs of our clients.

Something I particularly enjoy is working with our graduates to understand how we can develop their skillsets and develop a career path that is right for them.

What initiatives are you currently involved with?

With the support of my fellow Directors, I’m currently in the process of re-writing our training modules. It’s a big piece of work but it’s so important for our training to reflect how the business has grown and evolved over the last few years. As part of our digital project, the Professional Risks team has been developing and implementing new systems and I am involved in delivering the training for them internally.