AAA NCNU Insurance Exchange – “109 Year Old Identity Crisis”

Pros

Populated by tremendous, dedicated, driven people. People support one another and there is a growing sense that "teams work"--and that collaboration is critical to success. Good, clear strategy that allows everyone to see where they are going.

Cons

Unfortunately, people are only supportive of people within their division. Blame games spread from there. Much of the work force has an unfortunate sense of entitlement (is this a Bay Area thing?) that interferes with accountability and responsibility. This trait is observable at the highest management levels. Identity crisis is pervasive; AAA struggling with member services vs keeping productive lines of business. HR is obsessed with its ongoing reorg. IT distracted by internecine conflict.

Advice to Senior Management

Some of you lead by example--but most don't. The culture of entitlement is top-down, and creates needless conflict between business and functional units.