Leading & Learning During Coronavirus, A CEO’s Reflections (Part I)

When the calendar flipped to 2020, few thought this is what the year had in store. We came into the new decade with anticipation and excitement, confidence and momentum. Now, just a few months later, those possibilities and our world look much different. What’s the John Lennon line? “Life is what happens to you while you're busy making other plans."

While we adjust to the new realities of today and tomorrow, I’ve tried to reflect on all we’re experiencing. Those reflections usually start personally, as I think about my husband, children and our loved ones – many of whom still live in New York City, the U.S. epicenter of the virus.

My thoughts also quickly turn to my other family – my Synchrony family. Our 17,000+ employees and the tens of millions of customers, partners and members of our communities. I have a personal responsibility to each member of our company and that weight is not lost on me.

Leadership requires prioritizing the unique needs of those you serve during the moments that matter most. It also requires a desire and commitment to learn and adapt. In many ways, these last few weeks have taught me more than in any other point in my career.

Today, I thought I’d share two lessons that have been reinforced in recent days:

1. Communicate Openly, Frequently and with Empathy
2. Get Out of the Way and Create Space for Your Team to Step-Up

 Check back later this week for a few more lessons in Part II of this series.

Communicate Openly, Frequently and with Empathy

Communication is a core tenet in turbulent times. The old adage, “silence is a virtue” does not apply. Rather, the opposite. We must share our thinking with our employees, even if it’s “we don’t know” or “we’re working through it.” Sharing honestly, empathetically and frequently builds trust, connection and understanding.

We must also listen, in the truest sense of the word. Strong communication and empathy only occurs when you take the time to hear and understand. Before we can say anything, we must prioritize listening. Establishing a framework that welcomes discussion and candor is a powerful addition to leader’s toolkit. Our weekly Ask Us Anything video calls have reaffirmed to our team that we value what’s on their mind, creating a safe space for them to ask questions and get answers directly.

Get Out of the Way and Create Space for Your Team to Step-Up

As a CEO, it’s special to watch new leaders emerge during these unprecedented times. There are so many individuals who have stepped up in a big way. They’ve gained incredible experience and new skills while leading through challenges. They’ve done things they, themselves might not have thought possible.

As soon as we understood the global severity of this crisis, we knew we had to get our entire team to work from home. Getting our non-contact center population to work remotely was step number one, which was executed quickly. The bigger challenge was getting our contact center associates home. Historically, the majority of our associates worked in physical office space. We had to determine how to secure (and distribute) the volume of hardware needed across geographies and implement new ways of working for thousands of employees, all while maintaining our high levels of customer service.

The answer: empower the experts on our team. We identified a cross-functional group of new and seasoned leaders across our geographies asking them, simply, to help us get our teams home. Then we got out of the way. Navigating challenge after challenge – from logistics and equipment distribution to technology, transportation and government restrictions - they persevered through many sleepless nights. The result? In just a matter of weeks, we got more than 8,000 of our associates up and running in their homes. I’m not sure we could have accomplished this without the insatiable drive and can-do spirit these leaders exhibited. Equally, we wouldn’t have been successful if we micromanaged the process.

When given space, opportunity and empowerment leaders step up and deliver.

Stay tuned for Part II, later this week. In the meantime. I’d love to hear how you and your teams are adapting, growing and evolving during these extraordinary times.