Leadership: New skills for changing times

Embrace agility, transparency, and inclusivity, advises Tonita Webb.

If Rip Van Winkle had fallen asleep in February 2020 it wouldn’t take 20 years to wake to a far different world and financial services marketplace.

“We can’t just rely on select employee groups anymore,” says Tonita Webb, CEO of $732 million asset Verity Credit Union in Seattle. “Consumers have choices, and our job is to figure out how to become their choice.”

Technology is driving many industry changes, she says, making it difficult for credit unions to keep up. Infrastructure or workflow, for example, not be adequate to meet the increased demand for online commerce and remote work.

At the same time, credit unions face heightened expectations to address systemic issues. This requires a new set of leadership skills.


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