What has been the biggest challenge in working remotely?
Sean: Issues at the periphery were suddenly forced to the core – how we manage talent, creating work-life balance, and the future workplace. Juggling home responsibilities while dealing with work tasks was especially challenging in a face-first business like ours.
How have talent management practices changed?
Sean: The year had started with clear business goals and plans, but with the pandemic, our consumers were separated from our very revenue sources. Keeping operations feasible required us to lay off tens of thousands while revisiting how to become a workplace of the future and how talent management must look at the overall persona and wellbeing of our people.
In what way are you managing organizational talent differently?
Sean: The typical practice is for leaders to cascade their priorities downward and employees to pick from among them as commitments for the future. We have flipped that approach and instead, we want people to set out their professional aspirations and work out how these can best be combined with business goals.
Which are the key factors in caring for and motivating the workforce?
Sean: We have learned to respect the responsibilities of working parents or those with pets, as they must handle several obstacles away from their workspaces. Burnout was becoming a problem, so we focused on empathy and on helping them establish boundaries.
What has the biggest lesson from 2020 been?
Sean: There is never a time to stop learning and become comfortable. It is crucial to stay on top of the best practices of customers, colleagues, and more.
