PLEASANTON, Calif.—Leaders must carry the message. That’s just one piece of advice being shared by Erin Mendez, president/CEO of Patelco Credit Union. Below, Ms. Mendez offers her insights on leadership and management, along with some lessons learned, as part of CUToday.info’s “The Corner.”
CUToday.info: What intangible of leadership is most difficult to convey or prepare for?
Mendez: It may sound cliché, but engaging both the hearts and the minds of the team. It’s one thing to employ someone to do an action or complete a project. It’s an entirely different thing to lead and develop a corporate culture of people who are passionate about the work they do and the service they provide. Most of our team members are also members, so for them I know they see the value in the service and support they provide. It can still be a challenge to engage each and every person at their unique perspective. But this is a challenge I personally find to be one of the more rewarding and encouraging aspects of leadership. I work daily to connect with the team from the headquarters to the community branches. I believe a happy work environment of passionate people leads to a positive and fulfilling relationship with each of our members, which just boosts our efforts even more. It’s an amazing system once you get it moving in the right direction and that’s the direction Patelco is always aiming for.
CUToday.info: Is there any training for working with a board of directors, and what have you learned about this process?
Mendez: The best preparation I had was on-the-job training. Prior to joining Patelco as the CEO, I interacted with four different, diverse boards of directors, which has given me much insight and experience. Two boards were publicly traded, one was a privately held bank and one was another credit union. The biggest difference between the bank and the credit union board structure is that the bank’s board of directors was the private equity/investment firm that owned the bank, whereas a credit union’s board is still member-focused and owned. This focus shapes how the board interacts and makes decisions for the organization. My interactions with the boards ranged from attending, to specific presentations, to primary liaison work with board committees, to active participation in various discussions. The quality of each board was unique as well. Each board experience taught me that the board of directors is there to help. At Patelco, our board provides guidance and direction for the performance of the credit union and to me as the CEO. They also help us remain focused on the members and our values. I value their insights and always welcome their mentorship and counsel.
CUToday.info: Are you a fan of a management book or books? If not, why not. If so, which have resonated with you and why?
Mendez: Staying up to date on the latest trends, information, studies and research is a necessity; I am an avid reader in this regard! Whether it is management books, Harvard Business Review or published white papers and research, there are always nuggets of information to be found that can be applied to enhance outcomes. Taking what I read and putting it into practice helps in my leadership, performance as well as developing strategies and tactics. I search for these lessons and best practices in everything I read. That said, I must admit I am not a fan of developing my management approach based on one book but rather a collection of insights and ideas from multiple sources. It is amazing what you can learn from the local paper, business journals and industry publications. The digital presence of organizations such as CU Today.info, and our associations – CUNA, CA/NV League, etc. – provides an opportunity to learn from peers within the credit union industry. Understanding what other experts and professionals are working on to promote the credit union movement is priceless. With the increased access through bloggers and social media, discovering new management techniques is more available and current than ever.
CUToday.info: If you could go back and talk to You On The First Day On The Job, what advice do you share?
Mendez: The most important messages must be carried and conveyed by you, not others. A team member, and more importantly a leader, must always put other people and their unique situations first. The right team aligned to the corporate culture, values, mission and overarching strategy is your best insurance for successful outcomes. None of this is easy or quick though. I would encourage my early self to look at the big picture and have patience. Understanding a company’s culture, mission, vision and strategy can take time. Applying the principles can take even more time if you want them to hold steady. Working to ensure our team members feel supported is a big piece of having partners in the team who truly believe in our vision. At Patelco, I’ve looked for opportunities to engage our employees and provide them with the right tools and resources to be successful. Ultimately, empowering your team members sets them and your company onto the right course. Who better to champion your cause than those who interact with members on a daily basis?
CUToday.info: My Keeps-Me-Up-At-Night concern is? Why? And My-Let’s-Me-Sleep-At-Night optimism is?
Mendez: Keeps me up at night – people and resources. Do we have the necessary capabilities not only for today’s work and needs but for the future as well? This directly impacts how we serve our members. Without the right people equipped with the right training and resources, we will fall short in our ability to serve our members. For a member-owned credit union, falling short is essentially not meeting your boss’s expectations. This is what pushes me personally to think outside the box and work diligently to meet the needs of our members. Thankfully, we have a great team so my nights are not as restless as one would think for a CEO of a credit union of Patelco’s size and reach.
Let’s me sleep at night optimism – the “known” with specific plans to address. It’s always better to know what your issues are and face them head-on than to have them rear their untimely heads when you are least prepared. Information and communication are crucial in understanding potential issues and coordinating to proactively resolve them. Again, our skilled and knowledgeable team members are essential in keeping our leadership updated and provided constant feedback from the “front lines” to help us adjust our strategy appropriately.