Leaders are important in so-called “ordinary” times. In times of crises—and amidst the sweeping changes brought on by situations like the current COVID pandemic—leaders are critical.
Regardless of the department you lead or your title, it is likely that your operations, and maybe even your role, look different today than they did just a month ago. You might be seeing changes in the location of your staff, drive-thru/lobby member interactions, staff communications, training and workloads.
As we adjust, likely faster than we anticipated or prefer, we are seeing radical shifts in both what is done and how. This can mean strains on resources in some areas, while others are freed up. Leaders play a key role in recognizing these changes and should understand where their teams need help and where they have the capacity to help others.
Leaders at all levels should be engaging in sharing this information and identifying adjustments that can be made to support the organization and individual departments. An example of this in action at credit unions is the movement of tellers to support higher drive-thru traffic at another branch or cross-training tellers to support call center volume. As you reflect on this for your team, these questions can help get you started:
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