Amid the many changes the pandemic has brought to the way we live and work on a global scale, the role of the chief human resource officer (CHRO) has taken on an enormous new set of challenges. While our top priorities right now must be the health and safety of employees, business continuity and keeping employees engaged and productive, it is becoming clear that things will never be the same.
Already, the shifts we’re seeing play out on a daily basis are laying the foundation for the new future of work and, unfortunately for many, exposing just how unprepared some companies are. Beyond implementing tools like Zoom and Slack to keep employees connected, CHROs must think bigger and step into a much larger role, one that prioritizes overall organizational agility, resiliency and adaptability — and they must do so in the face of a global crisis.
The CHRO of tomorrow is being forged by fire. What does the future look like for leaders on the front lines?
1. Faster, More Agile People Management
Digital transformation has been on the to-do list for many companies for quite some time. No one could have predicted that a global event would force it to happen overnight. As entire companies suddenly went from fully on-site to fully remote, getting employees the tools and resources they needed to be productive took on a new urgency.
The accelerated shift should be a wake-up call to CHROs. While some are approaching this as a temporary situation, the reality is we’re getting a preview of the way work will be done down the road: more flexible work arrangements, remote options, greater independence, and self-service capabilities to manage their own work, devices, benefits, growth and performance. Our sudden shift has proven what’s possible, and companies that have resisted this kind of work environment will be forced to adapt. CHROs must take the reins to develop the strategy, policies and practices to enable this new model.
2. Greater Need to Know Where Your Employees Are
Before the pandemic hit, if you asked any CHRO where all of their people were located, or how many were in each location, many would not have the answers. This situation has made accessing that data simultaneously more difficult and more crucial. With employees working remotely, they could be anywhere, working under different pandemic-related restrictions, policies and employment laws, which may also be changing daily with stimulus packages, unemployment support and other programs.
For example, what if they are legally employed in a location that’s different from their current physical location? Or, what if they recently returned from travel to a coronavirus hotspot? And, that’s only scratching the surface of data CHROs should have, but often don’t.
This crisis has made it clear that the more distributed the company is, the more you need centralized people data. It’s virtually impossible to make timely, confident decisions when even the most basic workforce data is unknown or scattered across 15 different systems. Going forward, CHROs will need to have some way to consolidate and access their people data on demand. As the current situation shapes the future of work, CHROs need the equivalent of a “Find My People” app to manage the new normal.
3. Stronger Desire To Manage Expectations
It’s not just that employees are working remotely — they’re also doing it while simultaneously taking care of their children and elderly parents and, in many cases, doubling as teachers. All of this creates new challenges, stress and demands on their time, on top of the stress and uncertainty of the broader situation.
In response, CHROs must create guidelines and best practices that balance setting reasonable expectations with maintaining some level of accountability. Not every employee is cut out for remote work. Some may need more oversight, while others have the motivation and drive but also more at-home challenges. And, who’s paying for their equipment, internet and cellphone service now that these are work necessities?
To some degree, none of these situations are new — many employees were already facing some of these challenges before the pandemic and will continue to after most head back into the office. Now is the time to adopt a new approach to managing performance and policies to account for this new world of work.
Start by setting appropriate goals, increasing the frequency of check-ins and implementing policies that govern what’s expected. Use technology to measure sentiment, gauge employee satisfaction and find out how you can help make their work — and their work-life balance — smoother. While we don’t know exactly how long the current situation will go on, we do know that retaining talent is absolutely critical. Employees will remember how you treated them during this time. Making their happiness and satisfaction a priority now will make for a better outcome.
Laying The Foundation For The Future
CHROs are facing a huge challenge: managing the sudden shift to a new world of work under extreme circumstances while also forming future-ready strategies. They must simultaneously keep employees happy, engaged and productive, but also plan ahead for the next potential crisis. They must prepare for a return to “normal,” with virtually no guidance as to what that might look like. And, they have to make sure that the policies and procedures put in place today will be sustainable down the road.
It’s a tall order, and CHROs have to be more adaptable than ever. Beyond just hiring, compensation, policy and compliance, the role of CHRO is being elevated to that of a guardian of their people, responsible for not only their professional growth and development, but also for their safety and well-being, and for supporting them through difficult situations. To be successful, CHROs must have the data, technology and strategies in place to advocate for their people.
