CEO Insight: Looking Forward at 2011
It’s important to note that you can’t have strong teamwork if you don’t have the best team members. My greatest challenge when I first came to Affinity Express was identifying, selecting and developing “A” players throughout the company to execute our strategy. The next step was to focus and manage the entrepreneurial spirit of our managers and creative employees to drive improvements to customer service, sales and operations. Now that we have many of the right people in the right roles aspiring to the right goals, we can more effectively deliver value to all Affinity Express stakeholders—clients, employees and investors alike.
To facilitate focus and teamwork, my daily and weekly schedule is carefully planned in a recurring series of group and one-to-one meetings across the enterprise. Aside from being well-informed, this approach lets me “connect the dots.” I listen and study existing organizational, functional or client needs and match them with resources to effect improvements. At the same time, I ask myself constantly what I can do that will contribute to my critical success factors—my top three initiatives that will really impact the business positively.
Traits that I think help me in leading Affinity Express are punctuality, organization and preparation. Proper planning and expectation setting between interdependent worldwide teams is essential to achieving success for BPO companies, especially those that provide mission-critical services to clients that require accuracy and deadline compliance.
In addition, there is something to be said for balance. Working for a BPO is a 24/7 job, but I still try to relax and re-energize. I live on six acres of property and enjoy getting outside on the weekends to garden and do other projects around the house. Plus, I have two dogs which require plenty of attention. And, because I live just outside New York City, it is great to take advantage of all the exciting activities it has to offer with my family and friends.