Context
A small fintech startup hired a young man in his early twenties to fulfil a support role for their soon-to-be-launched fintech product. The young man came highly recommended from his previous company where he worked as an intern. Due to the fast-paced nature of the startup, and that fact that the startup was close to launch, the staff member was expected to ‘hit the ground running’ and add value with minimal supervision.
The start up, consisting of a small, diverse team located in multiple countries, operated entirely remotely with no formal physical office location, with in person meet ups taking place sporadically.
Ursula was approached to mentor the staff member as there were concerns about his lack of engagement and understanding of the requirements of this role, after having been working for about 8 months, impacting his ability to deliver.
Approach
After an overview of the challenges being experienced by the senior manager, as well as an overview of the business and its growth objectives, Ursula held an online take on session with the staff member. During the session, she was able to understand his perspective and areas requiring focus, as well as his level of motivation and communication style.
Thereafter, Ursula developed a bespoke coaching programme, focussing on several areas, including:
- Reading between the lines of the job description
- The Support function and how it interacts with other areas of the business
- Basic online and in person meeting etiquette
- Preparing for and taking part in meetings
- Raising issues and following up
- Updating on progress
- Creating simple process flow diagrams
- Basic Excel and PowerPoint skills
- Challenging one’s colleagues and manager appropriately
- Building relationships and networks at work
- Accountability and taking initiative
- Self reflection on value added to one’s role and value gained
Ursula started with daily 30 minute coaching sessions, reducing them to twice a week as the staff member gained confidence. Over time, the sessions shifted from having a skills development focus to a ‘safe space’ for the staff member to ask for advice on issues as they arose, such as ‘reading the room’, preparing for challenging meetings, engaging with his manager. Ursula encouraged her coachee to initiate a first face to face meeting with the colleagues living closest to him. This led to the team setting up more in person meetings, which assisted in building relationships and alignment on strategy and individual responsibilities.
Ursula held a session with his line manager and provided advice on how best to lead young, recent hires and the need for ‘scaffolding’ to provide guidance to remote staff.
Outcome
Feedback received from the line manager and team has been extremely positive. The staff member feels more motivated, engaged and his performance has improved. He communicates much more comfortably with his colleagues, has started to further develop his skills with online courses and asks for help when needed.
Ursula continues to provide coaching to the young staff member.
Testimonial
“I’ve been having sessions with Ursula for just close to a month now, and honestly, it’s the best thing that has happened to me. From breaking down my current role to advising on how I can better position myself to continue delivering in my role and developing myself, Ursula has really changed the way I think and conduct myself in the workplace, and it’s only for the better. I’m very introverted and sometimes find myself wondering if I can add any value to the team, especially with everyone else being so outspoken. However, with these sessions with Ursula, I’ve learned to position myself and put myself out there more. In just that short amount of time, I find myself being more productive and more excited to take on any task or workload. I highly recommend her services to anyone.”
Conclusion
This case study highlights the importance of tailored coaching programmes delivered by experienced external coaches in developing young talent, especially in a remote and diverse working environment. By addressing specific needs and providing continuous support, organisations can enhance the engagement and performance of their young employees, leading to overall business success.
