Gerke Witteveen, interim CEO NN Romania: “We have accelerated digitalization to provide customers relevant solutions adapted to their current needs”

“In more volatile periods you may choose to emphasize certain elements more than others. The reality is that the current pandemic has challenged leaders to respond swiftly, in order for their teams to move forward with the same mindset and determination despite the uncertainties they face. A clear purpose is the hallmark of any company that wants to be successful in the long run. I believe that such clear purpose is what makes companies resilient and creates the ability to adapt to changing circumstances,” Gerke Witteveen, NN Romania interim CEO told The Diplomat-Bucharest.

“So when we all live times no futurist could have predicted, it is the time for both employers and employees to act and make decisions based on their core values and purpose, to communicate clearly and transparently both inside and outside the organization and, most important, to consolidate trust. We have accelerated digitalization to provide customers an relevant experience and solutions, adapted to their current needs, so that they can interact with us and access the products that help them protect what matters from the safety of their homes, assisted by digital tools and with all necessary documents accessible online.”

What leadership skills do you find most useful in the current changing work environment?

Leadership skills are largely independent of context in my view. The importance of strategic analysis, effective decision-making and inspiring and open communication are equally important now as they were in more stable times.

In more volatile periods you may choose to emphasize certain elements more than others. The reality is that the current pandemic has challenged leaders to respond swiftly, in order for their teams to move forward with the same mindset and determination despite the uncertainties they face.

If there would be one element I would highlight as being crucial in this time, it would be a leader’s empathy and support for his customers and his team, with a clear focus on their safety and wellbeing.

Which are the empowering mindsets for building the sense of meaning & purpose, both for employers and employees, to keep each other engaged in reaching the business objectives in 2020 and in the next year?

A clear purpose is the hallmark of any company that wants to be successful in the long run. I believe that such clear purpose is what makes companies resilient and creates the ability to adapt to changing circumstances.

So when we all live times no futurist could have predicted, it is the time for both employers and employees to act and make decisions based on their core values and purpose, to communicate clearly and transparently both inside and outside the organization and, most important, to consolidate trust.

Some of the traditional, short-term business objectives may need adjustment, but a true purpose remains unchanged when the context changes and drives you forward every day. Our shared purpose at NN is to help people care for what matters most to them. And in the current Covid-19 context, our purpose has only become more relevant. Feeling part of something bigger and seeing that, together with your colleagues, you are meaningful for people in difficult situations gives you the motivation and determination to be better every day. The care for those around you and the way you show this care, both as individual and company, is currently the strongest element that connects people.

What should be a CEO’s and leader’s power message on business resilience conveyed to peers, partners, and employees for 2021, in order to enhance the trust and engagement?

I’m a strong believer of the concept of leading by example. Those who lead by example, who empower their people and support them in their growth path even in challenging times are exactly the leaders who have the power to drive sustainable value creation and growth for the benefit of all stakeholders. Therefore, I think it’s not so much about delivering a message, but about truly living the purpose of your company day-by-day. Continue to deliver on promise to clients, partners and your teams, and you prove resilience every day again. As a leader, enabling the company you manage to be a reliable partner that contributes to solve challenges in society is the most powerful message you can convey to your stakeholders.

Equally important, it is not only about the message the leader delivers, but about the message customers, partners and colleagues deliver back. If you are an organisation that truly listens to the feedback you receive, and you are able to take it on board as you chart the course ahead, trust and engagement can only increase.

How can a CEO and leader of an organization capitalize on the current challenges to enhance and promote the company’s competition advantages currently?

I am looking with a lot of interest at other industries and entrepreneurs, to see how they deal with the adversity created by the pandemic, and what we can learn from it. For instance, in the field of education you see some institutions respond to online learning as an opportunity. As an example, close to home: the Dutch language school in Bucharest (of which I am a board member) has used the move to online schooling as an opportunity to open up for students in other parts of Romania to join.

Another fascinating area is telemedicine, where you see developments accelerating tremendously in the past months. Various start-ups are coming up with new solutions, that I am sure will be with us for good, not just as a temporary phenomenon. I think as larger organisation, you can often learn as much, if not more, from the agility of smaller organisations, rather than from other leading players.

I see such a challenge as a way to prove yourself and your ability to succeed. And this is valid not only for us, at NN, but for the overall industry too. The insurance industry’s role has become more relevant than ever in the current context, as people have become more concerned about protecting what they have. Through everything we do, as the life and pension market leader, we seek to constantly improve how we respond to the client’s current needs with relevant alternatives for their protection. This is a mission statement that everyone of us, within the NN team, is aligned to and works towards, using our experience and expertise to contribute to the wellbeing of our clients and communities.

Which are the current concerns of a CEO / leader in 2020? Which are the hopes for 2021? What kind of innovative measures and inclusive leadership initiatives have been applied within your organization this year, to better cope with the current context and bring the business forward in 2021?

Solidarity and shared responsibility are key principles for us. And I would add care, commitment, and transparency to describe everything we, at NN, are exhibiting every day. It is in our DNA to care, to fulfil our commitments and to get involved whenever it is necessary. And this is why we continuously make every effort for the safety, health and wellbeing of everyone we come in contact with, from employees to clients and the overall communities we are part of.

Externally, we have accelerated digitalization to provide customers an relevant experience and solutions, adapted to their current needs, so that they can interact with us and access the products that help them protect what matters from the safety of their homes, assisted by digital tools and with all necessary documents accessible online. We also extended support to our customers affected by the Covid-19 pandemic and we have paid benefits of over 2 million lei to them so far. And we continue to develop relevant alternatives for our customers, with our main priority being that all the promises we made are respected even in difficult times.

And internally, the safety of everyone around us is paramount and we have taken complex measures throughout the year to ensure it. Internally, we migrated to a remote work system in a very short time, based on practices applied in the company since 2016. We continue to maintain this way of working today so we can protect people’s health. At the same time, for colleagues who need to work from the office, extended health safety measures have been applied in all our offices. And we are continuously supporting our team, through relevant tools and processes that ensure an improved work experience in the current context and through innovative initiatives focused on wellbeing and emotional balance, all aimed to help employees overcome the challenges they face.