PayByPhone UK CEO: Why trust and transparency are the key ingredients for strong leadership in 2021

Published by Jonny Combe on June 21st 2021, 8:01am

Writing for The Leaders Council, Jonny Combe [pictured], UK CEO of PayByPhone, gives his seven Top Tips on leading a remote team in 2021.

1. Build a foundation of trust

Leadership is about empowering your people and one of the main ways to do this is to trust your team to make responsible decisions - just as they did in an office-based set-up. In a remote office model, it is important to trust them to make good judgements about time and personal commitments. And whatever your leadership style, trust engenders an adult-to-adult model of interaction. This has always been the case but is even more crucial now with so any of us working from home. Leaders can also build trust by demonstrating authenticity. We are all human and acknowledging the challenges we encounter in these strange times helps to build trust and encourages people to speak up about any struggles they are facing.

2. Work out what really matters

Being suddenly plunged into remote working patterns in 2020 was a shock for leaders and employees alike - it is easy to talk about being more productive but suddenly you had to deliver it. The situation forced leadership to work out what the truly key tasks were and to ensure their team delivered them. This focus continues to be a benefit of remote working and helps leaders direct their people towards a more outcome-based model of working.

3. Intentional communication with staff

Frequent communication and contact with staff have always been important and being remote should not have changed that. What has changed is that as a leader, you now must be more intuitive and tap into your EQ. Whereas in the office you might pick up on someone’s mood changes and check in, now you must check in on people intentionally. After nearly a year of working remotely, this has become almost second nature for many leaders and managers. However, there is a danger that as lockdown conditions drag on, some of these good habits can fall by the wayside. Leaders must not underestimate the importance of connecting - both on a personal and a professional level. These regular connection points help people feel valued and significant - which encourages them to feel good about themselves, what they do and the value they bring. As well as being the right thing to do on a human level, on a business level, it also means people will want to do their best work.

4. Empower your leaders to lead

Businesses must adapt to changing circumstances – as a leader you must work out the most effective way to recalibrate and to communicate with your leadership team and your staff. You have got to keep your leaders and all your people in the loop. Leaders should also look to capitalise on opportunities and the pandemic is certainly an ideal time to embrace great internal comms.

At PayByPhone we walk the talk – we have introduced a senior management team call three times a week, which are good connection points for us. We also have a more formal leadership meeting once a month, and we have an all-staff virtual meeting every Monday morning.

5. Follow up on your promises to your staff

Many leaders tell their people how important they are, but you must follow this through with action. There are some great examples of intentional actions and at PayByPhone we have opted to pay for Disney+ subscriptions for those employees with children to support them during lockdown. For employees who do not have children or who already have a Disney+ subscription, we pay for them to have the new Joe Wicks app to help them get active and to maintain a positive mental attitude. These are small gestures in themselves, but they are important because they help people feel valued and remind them that out-of-sight is not out-of-mind.

6. Adjust your expectations

Paying tribute to flexible working and actually demonstrating flexibility are vastly different things. At PayByPhone, we were already advocates of flexible working when we were office-based so it hasn’t felt like a huge leap. For us, it has never been about ‘face time’ at your desk, or ‘presentee-ism’, it is about getting your job done.

Right now, however, the game changer is having multiple employees with children who need home schooling, so it is crucial that as a leader, I adjust my expectations. A single parent trying to juggle home working and home schooling will inevitably have their work impacted, despite their best efforts. Frankly, any working parent right now probably deserves a superhero cape! Accepting that some employees may be unable to give 100 per cent focus and being aware of the pressures is vitally important as a leader. And it is also essential to set clear boundaries and goals about the achievements and outcomes you expect. Just make sure they are realistic.

7. Recruit from a wider talent pool and consider a hybrid-remote office

Part of good leadership is seizing opportunities and since the pandemic has accelerated the working-from-home revolution, it is now possible to source employees from a wider area. Leaders should cast their recruitment net wide and carefully consider the kind of skills, experiences and diverse ways of thinking that would help take their organisation to a new level. By securing the very best employees, leaders can add more value to their organisation. We used to restrict our hiring pool to people within a relatively small radius of the office. Now, we are looking within a 100-mile radius of the office, which will enable us to operate a hybrid-remote office with people in the office once a week even when we are clear of the pandemic crisis. The flexible nature of remote working has the added benefit that it attracts Millennials and Gen Z who like a portfolio approach to work. Having these digital natives on board and harnessing the mindset of different generations is all part of creating a vibrant and diverse workforce - and for PayByPhone this helps us consolidate our position as a leader within our industry.

PayByPhone, a wholly owned subsidiary of Volkswagen Financial Services AG, is one of the fastest growing mobile payments companies in the world, processing more than £430 million in payments annually. Through the company's mobile web, smartphone and smartwatch applications, PayByPhone helps millions of consumers easily, securely and safely pay for parking without the hassles of waiting in line, having to carry change or risking costly fines. Registration is quick and easy, and the app reminds the user when their parking is about to expire, allowing them to top up from anywhere, at any time.

In a commitment to the environment, PayByPhone became Carbon Neutral in the UK in 2019, then achieved Carbon Neutral Plus status in 2020, and was certified Carbon Reduced in 2021.

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Authored By

Jonny Combe
CEO of PayByPhone UK
June 21st 2021, 8:01am

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