In the field of business management, no role is as important as the role of the CPO during a crisis. Tasked with ensuring business continuity, maintaining employee morale, and protecting the well-being of the workforce, the CPO becomes the glue that binds the organization together. This was especially true during the COVID-19 crisis, a period that tested the leadership and resilience of HR professionals worldwide. Lisa Chang, the Chief People Officer at the Coca-Cola Company, appears to be a promising leader during this period, steering the company’s workforce through unprecedented challenges.
The Challenge of a Global Pandemic
When COVID-19 occurred, it brought about new changes to the business environment and severe disruptions in global supply chains, consumer behavior, and workforce dynamics. As for the Coca-Cola Company, the crisis posed unique challenges because of its vast global footprint and diverse workforce. Companies in every corner of the world faced closures, employees had to adapt to remote work, and there was widespread uncertainty about the future.
Lisa Chang, who joined Coca-Cola in 2019, was immediately thrust into a leadership position where quick thinking and decisive action were imperative. Her previous experience as senior HR in other organizations, such as AMB Group and Equifax, equipped her with the skills necessary to lead the company during a crisis. However, the scale of the challenge at Coca-Cola required an unprecedented level of coordination and compassion.
Prioritizing Employee Well-Being
Coca-Cola’s employees’ well-being and health were one of Chang’s priorities during the pandemic. Realizing that the working force was anxious and scared, she insisted on the need for transparency and an open kind of communication. The company implemented precautionary measures and protection, including sanitation measures and the provision of personal protective equipment (PPE) throughout the company and its subsidiaries.
Chang also pioneered the provision of mental health services for employees. Knowing fully well that COVID was not only a physical health issue but also a crisis that can affect mental health, Coca-Cola initiated employee assistant programs (EAP) in order to provide counseling and other wellness solutions for employees. Working from home poses a lot of challenges to the employee; therefore, virtual workshops on stress management and work-life balance were provided to help employees navigate the challenges.
Adapting to Remote Work
The transformation to remote work was another significant challenge faced by the company during the pandemic. Like many other companies, Coca-Cola had to adapt its employees to a remote working environment. Chang played a vital role in ensuring that the transformation was carried out successfully. She provided digital tools and platforms that enabled employees to work effectively from home. She also worked with IT and other departments to organize training and support for employees who had not been exposed to the technologies used in working from home. Chang also recognized the need for connection among employees even when physically separated; therefore she provided initiatives such as remote team-building activities, online town halls, and regular check-ins between managers and their subordinates. These efforts were helpful in maintaining morale and fostering a sense of belonging during the crisis.
Ensuring Business Continuity
Although employee health and well-being were a priority for Chang, she also had to ensure that Coca-Cola’s business continued to operate without disruption. This required a delicate balance between keeping the workforce safe and meeting the needs of a global business. Chang worked in hand with the company’s management team to develop plans for various cases during the crisis, including factory shutdowns, supply chain disruptions, and changes in consumer demand. She was responsible for workforce planning, ensuring that Coca-Cola had the right employees in place to navigate the crisis. This included training and redeploying employees to different roles as needed.
The path forward
Lisa Chang’s leadership at The Coca-Cola Company shows how HR leaders can navigate crises with resilience and compassion. Some of the changes she made were to prioritize the well-being of employees, flexibility at work, and diversification of leadership, which significantly helped Coca-Cola survive the pandemic. Chang’s experience during the pandemic will undoubtedly shape her approach to HR leadership in the future. The lessons laid down about the importance of flexibility, communication, and empathy will remain helpful to Coca-Cola as it adapts to the new normal and addresses new challenges.
Image Source: pexels.com
