Intelligent CXO Issue 01 | Page 63

GET TO KNOW

JOANNA SWASH , GROUP CEO , MONEYPENNY

Joanna Swash is Group CEO at Moneypenny , a leading provider of outsourced phone answering , live chat and digital communications . She explains her job role and her management philosophy .

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Describe your current job role
My role is in building passion around our vision and nurturing our amazing culture of trust , openness and empowerment , allowing our brilliant people to do brilliant things . A good day for me is when people don ’ t need me but are aware of what
they need to do for us to achieve our goals .
My door is always open ( mobile always available for calls ) and I believe in a in a very handson type approach . Being non-hierarchical enables us to be agile and creates a genuinely wonderful working environment with engaged and empowered staff who feel , and very much are , a key part of our company ’ s success and continued growth .
What would you describe as your most memorable achievement ?
Welcoming VoiceNation and Ninja Number to the Moneypenny family has been an exciting time , especially as the acquisition went through days before lockdown when Coronavirus was taking hold . Listening and learning from the founders and discovering such similar approaches to business and the combination of people and technology , was fascinating .
Only heightened by the fact we had to finalise everything virtually , from merging our technology , integrating teams and meeting new team members . And we have just launched our stateof-the-art 27,000 sq ft headquarters in Atlanta , Georgia which will house up to 225 staff across all three businesses .
What style of management philosophy do you employ with your current position ?
I believe in authentic , compassionate leadership in business . Showing empathy , cultivating trust , empowering people and being open and honest are all important skills , that we as human beings , not just leaders , can develop and should prioritise .
For example , empathy opens doors , removes confusion and it develops deeper levels of trust and loyalty . When people are open , they can be more creative in solving problems in ways that drive productivity and success . As a CEO it is hugely important to surround yourself with brilliant people who are full of ideas and that can enhance your skills and knowledge to lead more effectively .
What do you currently identify as the major areas of investment in your industry ?
Our people and our tech . The wellbeing of our people is at the core of our culture so we spend a lot of time on them , from recruiting the right people to creating a safe environment and empowering them to be the best that they can be . Without brilliant people , we cannot innovate and respond to business and client needs so they are always a major area of investment .
On the technology side we are focusing on Artificial Intelligence , embracing new technologies to ensure our human connections . In doing so we are further bridging the gap between how we communicate and what a
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