As businesses refocus and manage uncertainty through the COVID-19 pandemic, one piece of advice applies to every industry: put people first to instill confidence, focus, and resiliency. Thought leaders from Canadian Western Bank (CWB Financial) provide insight into how businesses can put employees first.
Proactively engage by mobilizing employees immediately. CWB knew their clients needed immediate help mitigating the uncertainty and so the team made thousands of personal phone calls to understand each financial situation. They said it was the right thing to do, even though they didn’t have full details on how to act on what they learned.
Caring for internal teams. Leadership worked hard behind the scenes to ensure employees felt the same level of proactive engagement. Executive VP of Human Resources and Corporate Communications at CWB Kelly Blackett said quick and consistent communications and constant feedback loops helped to keep employees and leadership informed. Ten extra days off were given to employees for family care. Most importantly, employees were assured of no layoffs.
What does a new normal look like? CWB remains optimistic about their outlook, believing that their service will be more personalized and high-touch than other banks, alongside more tech-enabled as they build out growth momentum.
For the full article, or to learn more about CWB in their webinar with the Canadian Chamber of Commerce, click here.