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Chief culture officer since 2011.
What prepared her for the role
When I joined the
bank as head of HR in 2006, the company was focused on differentiating itself by providing customers with an incredible experience. This was the major reason I joined a small community bank after 25 years with a global one. I had always believed that professional areas such as marketing, sales effectiveness, HR, operations and IT operated best when managed as an integrated team versus in vertical silos.
Impetus for creating the position
Our CEO believes that a strong culture is the basis for a sustainable company. Sometimes it is difficult to explain my role to people who are used to seeing a traditional chief operating officer title. Recently, I came across a book called
Managing the Customer Experience (Pearson FT Press, 2002). It describes “Triad Power,” which refers to the alignment of marketing, operations and HR. That defines my role at our bank perfectly.
How she works with HR
We have developed strong HR practices to create a great experience for our associates. It is critical that every associate understand our strategic direction and goals. HR plays an active role in onboarding associates and also conducts culture interviews, which help us determine an individual’s fit with the company.
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