Leadership is all about inspiring the power of passion and purpose, making a meaningful impact

In the overall background of work environment challenges, companies are looking to find and enable the most efficient and proficient solutions to bring at the same table the company’s objectives, the leadership improved models, the new technologies and the drive of employees. We talked to  Corina Tiu, Vice President of Operations, TELUS International Romania to find out more about the company’s and its leadership philosophy, vision and acting in this context.

Our leadership philosophy is all about inspiring passion, fostering collaboration, and prioritizing the professional and personal growth and well-being of our team members

It’s a dynamic approach that keeps our company agile and forward-thinking in a constantly evolving industry.

First, there’s the power of passion and purpose. We believe that leaders who truly love what they do can inspire their teams and add real value. It’s not just about getting tasks done; it’s about making a meaningful impact. Teamwork is also a big deal for us. We like leaders who can work well with others and be themselves. Being authentic is incredibly important, so leaders are encouraged to build real relationships with their teams. And last but not least, we believe in learning and being curious. Our industry is always changing, and we need leaders who are open to new ideas, embrace different viewpoints, and aren’t afraid to try new things.

But, in the grand scheme of our leadership philosophy, it’s all about people. We believe in a people-centric approach where leaders prioritize their teams’ growth, both professionally and personally.

The flexibility that comes with remote work opens doors to a broader pool of talent since geography is no longer a barrier

The shift to a more digital and remote work environment has opened up several beneficial opportunities. We’re continually finding new ways to keep our team connected and our culture vibrant without the daily face-to-face interactions we were used to. Also, there’s the ongoing task of making sure our communication and collaboration don’t skip a beat, even though we’re interacting through screens more than in person. One thing that’s particularly close to my heart is ensuring our team members feel engaged and part of something meaningful, despite the physical distance.

The flexibility that comes with remote work opens doors to a broader pool of talent since geography is no longer a barrier, and I’ve seen how this flexibility can lead to happier, more productive team members. Plus, this shift has presented novel opportunities for us to further embrace technology, sparking innovation and keeping us on our toes and ready to meet the evolving needs of our customers. And, of course, there’s the global collaboration aspect. With digital tools, we can work seamlessly with people from all corners of the world, bringing in diverse perspectives. So, while the technologies we use continue to evolve, including new use cases for AI and generative AI, we’re continually learning, adapting, and finding new ways to thrive in this dynamic environment.

At the core of our approach is the creation of a culture where open communication is not just encouraged but is a way of life

Achieving high engagement among team members requires a blend of strategies and tools, all geared towards making each individual feel valued, heard, and integral to the company’s mission. At the core of our approach is the creation of a culture where open communication is not just encouraged but is a way of life. We make it a priority to ensure that everyone has a voice and feels comfortable sharing their ideas and feedback. This is facilitated through regular meetings and open forums, where transparency is key and everyone’s opinions matter.

Our commitment to continuous learning and development is reflected in the variety of programs we offer, each tailored to different career paths and learning styles. From day one, our Learning and Development team is actively involved in guiding each employee’s learning journey. Our SPARK program plays a crucial role in this, providing new employees with a comprehensive introduction to our company culture, values, and leadership philosophy. For those aiming to climb the career ladder, we offer global development programs for aspiring leaders and for those looking to become trainers. And our commitment to team members’ growth continues throughout their leadership journey. We offer live workshops and certification courses tailored to help our team leaders fully realize their potential and advance in their roles. Regular performance reviews also play a critical role, ensuring that each team member receives the feedback and guidance needed to succeed and progress.

In summary, at TELUS International we strive to create an environment where continuous learning and growth are not just encouraged but are integral parts of every team member’s experience.

Looking towards 2024, my expectations for my teams at TELUS International center around a deepened commitment to our values and objectives

In the dynamic landscape of today’s business world, the role of middle management has evolved significantly. Middle managers have to navigate the rapidly changing digital environment, fostering innovation and leading their teams through technological transformations. Moreover, with the shift towards remote and hybrid work models, these managers are also playing a crucial role in maintaining team cohesion and ensuring that communication remains effective across digital platforms. They are the bridge between the strategic vision of senior leadership and the operational teams.

Essentially, they need to balance the human aspect of leadership with a good understanding of technology and business metrics, ensuring that their teams are not just productive, but also adaptable and aligned with our core values and business goals.

Looking towards 2024, my expectations for my teams at TELUS International center around a deepened commitment to our values and objectives. I anticipate our teams will continue to excel in delivering outstanding service to our customers, demonstrating innovation, and adapting to the dynamic market and technological advancements. In terms of work commitment, I expect our team members to be actively engaged, contributing ideas, and embracing our culture of continuous learning and improvement. The ability to work collaboratively, both in-person and virtually, will remain crucial.

We expect to see roles that focus heavily on data analysis, as businesses increasingly rely on data-driven decision-making. Skills in areas like artificial intelligence, machine learning, and predictive analytics are becoming more valuable, as these technologies play a larger role in optimizing operations and enhancing customer experiences.

On the soft skills front, adaptability, problem-solving, and strong communication skills will be essential. Furthermore, with the ongoing digital transformation, skills in change management and digital literacy will be crucial. This evolution in the industry is not just about understanding new technologies, but also about how these technologies can be strategically applied to improve efficiency, customer satisfaction, and drive business growth.

For 2023, I would say the defining words are resilience, flexibility, and a solid learning mentality. When it comes to 2024, the key words, in my view, are: visionary leadership, displaying drive and purpose, and strategic thinking