Leadership in uncertainty: What rises to the top?

Lessons from credit union leaders

Heather McKissick

In Leadership in uncertainty: What rises to the top? Heather McKissick and Anthony Hernandez examine how crisis reveals true leadership—where character, clarity, and decisiveness define who rises. Learn how advocacy, adaptability, member-centered thinking, and cross-functional communication become essential in volatile moments—and why, above all, trust in values, intention, and consistency is what endures through uncertainty.
Equally important, McKissick and Hernandez stress that great leaders don’t wait for disruption to develop these skills. Through intentional learning and connection—like that found in CUES and DCUC programs—leaders can strengthen resilience, strategic judgment, and communication before a crisis hits. Their message is clear: preparation builds confidence, collaboration builds unity, and trust keeps credit unions grounded no matter the challenge.

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Heather McKissick

CUES

Heather McKissick

CUES

Heather McKissick, I-CUDE, is CEO of CUES. Her 30-year not-for-profit career encompasses six different industry sectors. She is a former EVP at University Federal Credit Union, Austin, Texas, where she served for nine years. Prior to that, she was CEO of Leadership Austin, an organization dedicated to developing community and civic leaders across Central Texas. McKissick is the previous director of organizational development at one of the largest non-profit healthcare systems in the US and was an administrator and faculty member at St. Edward’s University.