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Managing Millennials Will Make Anyone a Better Leader

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By: David S. Williams, CPCU, AIC, PCP, Chief Claims Officer

I’ll readily admit during most of my 36-year career in the insurance industry I was a full-fledged micro-manager.  As a “boomer” I was brought up in the business with many “top down command and control” leaders as examples.  I thought at some level job title, experience and knowledge were most of what a good leader needed to effectively and efficiently lead people and run a business. 

What I’ve learned is a lot of time and energy was wasted trying to make sure those I was keeping a close eye on, for everything they were doing, was getting mixed results and serving to stifle morale and the motivation to deliver excellence.

Today, as I work here in Austin, TX for a not for profit in a very competitive job market, it’s hard to find the experienced talent you need at any cost.  We’ve found the best alternative is to hire smart recent college graduates and develop them into the employees your company needs to be successful. 

Over the last 7 years I was provided with the opportunity to lead and develop several Millennials.  What I’ve learned from them has helped to fundamentally change my leadership style while providing the pure satisfaction of watching young less-experienced professionals learn and grow their careers.

I’m the father of 3 Millennials so I know a little bit about how they think and act and unlike some members of my own generation don’t have much of the perceived or actual animosity toward this younger generation simply because “they don’t do things the way we do things”. 

I’ve seen first-hand how they use technology (taught my wife and me to text since they never answer their phones) and how they build relationships, communicate and collaborate with their friends and peers, for good or bad, during the high school and college years. 

In raising our children, my wife and I thought ahead about where we wanted our children to end up, worked with them to set goals, parameters for acceptable behaviors, to take steps to think through their actions before taking them, and to take smart risks.  Like most children, ours made mistakes.  When that happened, we reminded them to understand what they learned from the mistakes so they would not repeat them.  This approach helped our 3 children grow up to be successful adults. 

I realized when given the opportunity to lead Millennials, the same approach might work with our new less experienced employees.  Now, don’t get me wrong here. I’m not saying a leader should be a parent to their employees.  Instead, a good leader may use good parenting techniques to guide their people to look ahead, think about where they want to go with their careers, help them set goals, encourage them to seek out challenges, take smart risks, think through their actions before they take them, and learn from mistakes so they are not repeated.  This is probably good advice for anyone.

So, what have Millennials taught me over the years? 

First, they’re fearless.  Don’t be afraid to challenge them.  They love to solve complex problems and do so in very creative and what some may see as unconventional ways.  Trust them enough to let them do it in their own way, which usually means intense research and communication and collaboration with their peers inside and outside of your organization.  This might take longer, but in many instances, I’ve seen them move faster and come up with solutions many, including myself, may not have considered. 

Second, understand they will not do it the way you might have done it or want them to do it.  Give them the freedom to explore and make mistakes in their approach or solutions.  What damage can they do if ultimately you work with them to make most of the final decisions?  At times they may not deliver the results you expect.  When that happens, use these opportunities as teachable moments, not failures.  

Third, let them get out of their normal office environment to explore options not readily in front of them.  Let them work from home or somewhere they feel more comfortable.  I’ve seen first-hand many times how this works for the better.  Here’s some good advice: If you’re ever struggling to get someone at another company or governmental agency to respond to your inquiries and requests, I’ve learned if you “have your Millennials talk to their Millennials”, quite often they will open up the communication channels you were unsuccessful at opening up. 

Lastly, they want to learn constantly.  Be sure to expose them to as much of your business as possible.  Stretch them by giving them unique or non-traditional tasks or roles.  Immerse them in new and different roles, even if temporary.  Give them the opportunity to learn and establish their key business and personal relationships through a variety of educational courses and especially conferences and seminars where they can meet with their peers and share knowledge and experiences. 

Watching Millennials work, learn, and grow has re-energized me as a leader and helped motivate me to be more open and flexible in my leadership style.  I’ve found my natural curiosity has increased and I find more satisfaction than ever conducting research and learning new things.  I truly believe this will help me be the leader I need to be through the constant change we’re all going through now and for the next ten years and beyond.

I know some reading this might think that spending so much time and energy developing Millennials only to have them leave your organization might not be time and money well spent.  I can assure anyone that the satisfaction of seeing them move on to an even better job somewhere else, knowing you played a part in their success, makes up for any feeling of loss.   It also provides the opportunity to replace them and the satisfaction to start all over again with a new employee making the effort all worth-while. 

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A Day in the Life of…

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Gracemarie Mende

Claims Manager Arch Reinsurance Company

While providing some insight about her day to RISE Director, Katerina, Gracemarie states, “The best way to find productivity in my day is to make a to-do list of even the littlest things.” We spoke beyond her day and more in depth about the positives of pursuing a career in insurance in the following Q &A.

What time do you wake up?

If I had to pick a specific time, I’d say around 6:45 am however, with my husband’s work schedule, I tend to fluctuate depending on the time he gets home at night. Most days lately he’s been working from 1 PM to 9 PM which results in my stay up closer to midnight.

How do you get to work?

My morning consists of about a 45 minute drive to work. Throughout my career thus far, I’ve experienced the worst and the best commutes from as short as a 20 minute drive to as long as an hour and a half train and car ride one way on unreliable mass transportation.

What is the first thing you do when you get to the office?

They say your first few agenda items upon getting in the office would be to get yourself situated, get your coffee, straighten up your desk, etc. However, as my career has developed, I find myself dropping my coat in the same spot, logging on and immediately jumping into emails. Half the time it’s over an hour or so later when I pick my head up and realize I need water, breakfast, and a bathroom break. It’s probably not the most productive way to start the day, however, when your mind has been racing the entire way to your desk, you don’t want to lose your train of thought or momentum.

Who do you work most closely with at work?

In this role, I work closest with a number of TPA firms and adjusters. My job requires supervision and oversight of the firms, programs handled, and individual assigned adjusters. However, part of my job is collaborating with the other departments like Operations, Compliance, Legal, Finance and Underwriting.

What does 9-12 look like in your day?

99% of the time, my day begins well before 9 am. From those morning hours through mid-day, most of my time is spent diffusing situations, resolving questions and concerns, and dealing with the last-minute emails not addressed from the night before. If I’m lucky, that will consume the first hour and a half of my morning allowing me to begin my to-do list for the day. The best way to find productivity in my day is to make a to-do list of even the littlest things. It can become daunting if you sit down and realize all the things you still have spilling over that can never get accomplished. Once my morning emails are done though, I find myself able to actually supervise and monitor the claim files being handled. Of course, all of this only applies IF there are no meetings scheduled. Let’s not even begin to address the monkey wrench that throws into the day.

Lunch?

I’m lucky, or unlucky, enough to work for a company who is obsessed with food. At least once a week, there is some sort of lunch being ordered, however, it’s important not only for your health but, wallet to plan your meals. This enables me to not only work through lunch when necessary, but, step away from my desk to accomplish those little things I may not have time for after work, get a manicure and other beauty maintenance, stop at the cleaners, make a doctor’s appointment, etc. At least 2-3 times a week, I step away from my desk for at least a half an hour to sit and socialize with a number of co-workers, but, the rest of the time, I take the opportunity to accomplish personal things. That time is what I make of it. I sure won’t be leaving any earlier if I don’t step away which drags out the little tasks needed to get done in life. Theoretically, it sounds like my lunch time enables me to get it all done, realistically, it never works out according to plan.

What does 1-5 look like in your day?

The second half of my day I try to break up into setting aside time to accomplish tasks and diffusing more problems that arise. Upon returning from whatever I do during that lunchtime hour, I take some time to answer a few emails and calls. By mid-afternoon though, I’ve tried to set that time for meetings, projects, and closing out the needs of others, unless that’s the project I’m working on. By closer to 4/4:30, I circle back to the outside world and begin closing out emails and calls for the rest of the day.

Who is home waiting for you at the end of your day?

I’m blessed to be married for the last almost 2 years to my husband, although after living together for the last 4, the honeymoon stage has long passed. Our children consist of 2 fluffy big brown dogs and a bossy cat. All of whom require an excessive amount of attention when I get home.

What is your biggest motivation in getting up every morning to do it again?

I actually enjoy the work I do and what I’ve learned. When asked what my job is like, I’ve related it to law and order. There’s a claim behind almost every action nowadays. Think of a horrific car crash, hurricane, #MeToo, product recall or the infamous McDonald’s hot coffee complaint. All of these breaking new stories result in some sort of claim regardless of the carrier or who handled the claim. Whether news worthy or not, the claims department of an insurance company is tasked with investigating a complaint and allocating responsibility. It not only provides dinner conversation but, always keeps your day interesting.

When you were 18 did you envision your life to be like this?

At 18 years old, I still envisioned myself as a Special Education teacher working a set work day, lesson planning, summers off, and hoping to have started a family by now. I never wanted to be in the industry nor high powered as I grew up an only child of a successful single parent in the industry. I never appreciated the demands and work. At 18 you’re still jaded by decisions that you may not have appreciated growing up.

What advice would you give to any 18-22 year old making decisions about their career goals?

Try not to pigeon hole yourself. Appreciate the ability to learn and challenge yourself to new skills and career options. As much as you want to believe you’re not trying to live up to expectations from movies, TV shows, social media, etc. Your future and career can be much more enjoyable without having to be some version of TV glamorous. Don’t close off a possible career path because you don’t know what it is or it may sound boring.  There’s a cheesy fortune cookie saying I keep on my desk. It doesn’t always work on the daily, but, every once in a while, it keeps me grounded, “Aim for the sky, because even if you miss, you’ll still be among the stars.” Like I said, cheesy, but, if you think about it, if you keep trying and open yourself up to anything, you’ll still find joy and success at the end of the tunnel regardless of whether it’s part of your initial plan.

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A Day in the Life of…

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Regina Cedeño

Resolution Lead
Blackboard Insurance

Regina C. Cedeño, MBA, CLMP is a Resolution Technical Lead at Blackboard Insurance Company, a subsidiary of AIG. Ms. Cedeño joined Blackboard Insurance Company with over 13 years of insurance experience in the areas of Financial Lines including Errors & Omissions, Professional Liability, General Liability including Automobile, Construction, Construction Defects, and Environmental. Ms. Cedeño is licensed as an adjuster in thirty-two states, and due to reciprocity, she is able to provide claims management in all fifty states. In addition, Ms. Cedeño has experience within three different sectors within the insurance industry, having held positions with insurance carriers, third-party administrators, and clients (insureds).
Ms. Cedeño also completed the extensive requirements for the Litigation Management Institute hosted at Loyola University Chicago School of Law, and was awarded with the designation of Certified Litigation Management Professional (“CLMP”). She is also a member of the Claims and Litigation Management (“CLM”), National Retail and Restaurant Defense Association (NRRDA), and The International Association of Claims Professionals (IACP). Ms. Cedeño received her Master’s in Business Administration from Florida Metropolitan University in 2006 and her Bachelor of Science in Criminal Justice, with a minor in English, from Pennsylvania State University at Altoona College in 2001.

RISE Director, Katerina spent time with Regina to discuss what a day in her life is like, the insurance industry, and suggestions for young professionals entering the space. This is what she said.

What are your mornings like?

My morning starts at 5:30 am. I leave my house by 6:45 am. Time is of the essence because I commute from western NJ to NYC at least 2-3 times a week and to PA at other times. In fact, my preparation starts the night before. It entails sorting the clothes for my two girls and myself, filling their backpacks with all school supplies and mine with work essentials including my laptop. School lunches are prepped the morning of and packed before I depart. Once my mother arrives to take assist my little ones for school, I’m off to work. My commute is usually a three-step process. It’s long at best. I drive approximately 20 minutes to a bus stop. The bus then takes me to NYC Port Authority–approximately 1.45hrs. Then, I take the NYC subway to Fulton Street, and walk three blocks to my office building. The total commute time varies, but it’s usually 2 ½ hours one way.

What do you do once you walk into the office?

The first thing I do is grab a cup of Bustello coffee and a KIND bar. I recommend the almonds & coconuts KIND bar. Then, I look at my emails. At the office I work closely with my Chief Claims Officer and my direct counterparts. I supervise and oversee the claims being handled by our Third-Party Administrator, consisting of 15-20 adjusters. Prioritizing at work is very critical. Ongoing handling of situations never ceases. Generally, priority hinges on the level of severity. I prioritize problem solving first, followed by critical emails and team meetings.

Lunch?

I prefer to dine out at a pub/restaurant with colleagues and friends, but at times meetings keep me in for lunch. I never get through a day without coffee. I need that boost!

How do you get back into work?

Finishing what I started along with resolving new issues and matter. The most rewarding part of my job is resolution–being able to resolve an issue or matter, where all parties are satisfied and agreeable to the resolution.

What do you look forward to after work?

At the end of my work day, I look forward to two smiley faces waiting at the door, calling me, “mommy”. They are the biggest motivation in my life along with my husband–my family motivates me to get up every day to endure the long commute to work.

Can you name an innovative solution that made a huge impact for your area of responsibility?

Yes, but we’re not talking about it just yet. Our innovative solution to claims handling will rely on new technology that we are building. It will have a huge impact not only on my position, but other participants in the insurance industry, including policyholders. Stay tuned!

What changes in the role of technology have you noticed in the workplace?

Technology is now firmly entrenched in the insurance industry. It has enhanced the access to information so that almost everything is available in a paperless environment. Also, technology allows individuals to work remotely, yet communicate instantaneously with co-workers, clients, brokers, policyholders, etc.

What technology skills seem most important now and in the years ahead?

I would say Artificial Intelligence, and the ability to access things from anywhere. Combined, these two technologies open up unlimited possibilities to resolving problems anytime, anywhere.

How is technology improving the customer experience?

Technology helps in two-folds: 1) through the efficiency in retrieval of information, as opposed to receiving by “snail mail,” and 2) the ability to respond instantly to customers to ensure a superior service experience.

What advice would you give to your 18-year old self or any other 18 year old?

At 18 years old, I wanted to be a veterinarian. I never once thought of insurance as a career. At 21 yrs. old, the television show, Law and Order, caught my attention–particularly the investigation aspect piqued my curiosity. From that curiosity, I pursued a career in investigation, which inevitably led to insurance. If I were to give advice to my 18 year old self, I would say, major in Business, and minor in Communications. It would make you a solid performer in any industry. Also, never forget to network. To the 18-22 year olds, don’t worry if you are unsure as to what you want to do with the rest of your life. 80% of college graduates venture into a different direction from their major that they studied. That’s okay. Just find something that you enjoy and look to correlate it with an industry. Then, make that industry or work your passion and continue to build yourself up in the industry. Always network! Look for a mentor! Plenty of us love to take new grads under our wings. Then, remember to stay in touch with those people who helped you along the way and they will remain a constant source for your growth.


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