If I asked you to name a characteristic associated with leading in financial services, how long would that list get before the word ‘empathy’ appeared?
For Claire Johnson, CEO of RBC Investor Services, empathy is the secret weapon at the center of her client-focused leadership. She elaborated on how this informs her leadership approach when she met with Gary Kalaci, Alexa Translations CEO and Host of the business podcast ‘Firing On All Syllables”.
Their discussion spans Johnson's career journey, leadership philosophy, industry trends, and the delicate balance between a demanding career and family life.
Compelling Takeaways
- Cultivate a mindset of lifelong learning and adaptability to thrive in the ever-changing financial services landscape.
- Adopt a client-centric leadership approach that focuses on understanding and addressing client needs and aspirations.
- Prioritize building strong team dynamics and fostering an environment that encourages continuous learning and growth.
Key Insights
1. Embracing Lifelong Learning and Adaptability
Johnson emphasizes the importance of continuous learning and embracing change throughout one's career. Drawing inspiration from her parents' examples, she highlights how this mindset has been crucial in her professional development.
"My father is a lifelong learner," Johnson shares. "He has changed careers multiple times. He has become a Management Consultant, and his real drive has always been about making people's lives better, making businesses better."
2. Client-Centric Leadership Approach Age
Johnson advocates for a leadership style that prioritizes empathizing with and addressing client needs. She stresses the importance of building trust and focusing on clients' aspirations rather than simply selling products or services.
"Start with the client and then work backwards," Johnson advises. "Our clients are always looking for efficiency, risk mitigation, and innovation. They're looking for ways to accomplish their aspirations of investment returns and cost efficiency."
3. Fostering Strong Team Dynamics
Throughout the conversation, Johnson underscores the critical role of people and team dynamics in ensuring business success. She emphasizes the importance of hiring leaders who combine technical skills with a human-centric approach.
"It's all about people," Johnson states. "Find great people, work with them, build them up, and everybody has a story. Everybody has challenges, and it's your job as a leader to bring out the best in your people."
Quotable Moments
"They don't care what you know until they know that you care."
"If we're all focusing on this thing together, how can we get there, and when you get great people together, it's amazing what you can accomplish."
"You need to make it work for you and your partner because that's your foundation and everything else is gravy. Ask for what you want… all the way along and I encourage my employees to do that."
This episode of "Firing on All Syllables™" offers invaluable insights for professionals in the financial services industry and beyond. Claire Johnson's wealth of experience and thoughtful approach provide a roadmap for navigating the complexities of leadership, innovation, and work-life balance in a demanding career.
Don't miss this opportunity to gain a deeper understanding of how to lead with empathy, foster strong team dynamics, and maintain a client-centric focus in the ever-evolving world of finance.
