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Leadership By Nurturing Potential
by June Kossow, Chief Operating Officer, Sunrise Bank of Atlanta
May 30, 2008
I
have always related to strong women.
I’ve been fortunate to work with dedicated women bankers in management positions – an
unusual occurrence 20 years ago. They had a tremendous influence on the manager I am
today.
As a young banker, I was surprised to produce the highest volume of loans closed in
Florida. I realized that people just liked working with me, and that’s a key to being a good
leader.
From low to high
It’s common to see younger employees, often women, with low self-esteem. Investing in
their confidence pays off when you watch someone become more at ease with customers and learn to
face tough situations on their own.
I’ll never forget a single mom I encouraged to take on more responsibility – something she
never wanted. She had fantastic technical skills and was well-liked, but she needed
self-confidence. When a branch manager position became available, I told her, “You are going
to get that job.” Today she is responsible for several bank branches and earns an excellent
salary.
A good leader is a patient teacher and believes in people even when they don’t believe in
themselves.
Throw them into the deep end
A defining moment in my career came when a new bank hired me as the operations
officer. I only knew 20 percent of what I needed to know, and half of the time I was
petrified. I learned that job quickly out of necessity and grew into it. From that
experience, I realized that other people can do it, too.
Always challenge your team. When people are pushed outside their comfort zones they
can achieve great things and build character to rely on their own talent.
It’s hard to love a dictator
When you’re in leadership, it’s smart to hear everyone’s ideas before interjecting your
own. By encouraging their input, people will take ownership of their role on the team and
consensus is easier to find.
I never tell my staff to do something. It’s just as easy to ask by saying “Would you
mind,” or “Do you have time?” The response is always positive. I earn their respect by
showing them my respect. I keep good people by making it clear we are all equal with a common
objective. Part of my role is to mentor members of our staff to move their careers to the
next level, even if it means leaving this job for a better one.
A real team covers for each other
I believe in cross-training so that every employee can step into do many jobs, rather than
working in a silo. The more they know, the more ways they can serve our customers.
Even today, I’ll step in as a teller when needed. A true leader is neither
intimidating nor intimidated. I remind my staff, “You work with me, not for me.”
Nurturing by nature
When employees know they have a caring manager to talk to and confront their frustration, it
eases the tension and gets everyone back to work.
Something many managers overlook is to thank their team often. I enjoy saying, “Thanks
for your hard work today,” as people head home. It’s not easy for some managers to be as
open, yet the results may surprise you.
Be flexible. One style does not fit all
Each person responds to the same situation differently. Some people are more
sensitive, some always blame others, and some don’t want to be rushed. Every person requires
a different approach. As long as the job is done correctly and on time, it really doesn’t
matter if someone has a different working style. Honor and respect their differences,
culturally and personally.
Take the time to know each team member and teach each of them skills to face new challenges
for themselves. That simple investment will pay high dividends over the life of the loan.
June Kossow is chief operating officer of Sunrise Bank of Atlanta and was one of five community
bankers nationally who received the 2008 Shining Star award of the Independent Community Bankers
Association.
