My starting point has always been the insights that come from the intersection of capabilities, technology and data. When I joined, I conducted values workshops to discover what values were important to Iris. What is strong in our DNA? What do we live on, on a daily basis? What would we like to change? The results? Client delight came out as a consistent factor with a natural desire amongst team members to understand and be curious about clients to see them happy. Empathy and people-touch were also strong. The empathy part being intentional and upfront was a pleasant surprise, as many companies hope that it comes up but is usually difficult to preserve as a value. As the future of work continues to morph, empathy will continue to be key.
Iris is a good company; it takes care of clients and employees. The challenge is to continue growing while preserving our strong culture. We are, therefore, focusing on the three pillars of process, technology and policy. We will be investing in an HR management system because without the proper tools one cannot achieve what we have set out to do, no matter how good the intention.
At the end of the day, business is about people, especially at Iris. It is therefore important to understand how to unleash the creative function of the employees, so that they, in turn, can expand the client portfolios that they manage. It is important for HR to understand the whole picture along with the business value; otherwise it only adds value from a functional perspective. My belief has always been business value first and function next.