Over the past few years, our team has experienced tremendous growth and we are showing no signs of slowing down. We are pleased to announce a new addition to the team – Director of Operations, Sarah McCants. Sarah brings over 17 years of experience in strategic business planning, business process optimization, training and development, and project management.
Hailing from Oxford England, Sarah is a bit of a world traveler who often suffers from wanderlust. She moved to Germany in 1985 and lived there for 11 years. There she found an opportunity to explore the Caribbean when she took a job as a Purser for Carnival Cruise Line. After spending a year on the open seas, she returned to Germany where she met her future husband who was in the United States Air Force. Shortly after they were married, she began her time in America when he was stationed in Texas.
While in Texas, she embarked on her extensive corporate career as a supervisor for Blue Cross and Blue Shield. Shortly after that, she moved to Florida where she worked her way up from Supervisor to Global Director of Operations at Medco Health Solutions. During her time there the company experienced a merger and she successfully led her team to provide a unified service experience.
As we sit down with Sarah, it is hard not to get lost in her polished British accent, as she discusses her past experience and her plans for her new role here at ReEmployAbility.
You have extensive corporate experience, how do you think that experience will benefit a smaller work climate such as ReEmployAbility
I think the biggest difference is, in the larger corporate climate, it is hard to make any type of influential change, because everyone has to sign off on one thing. You have to make a hundred calls and meetings before you can get approval. Whereas here, it is a lot more nimble process. You can actually influence and make a great impact for the better here. As long as you collaborate with the right people and get everyone on the same page, it won’t take 6 months to get something accomplished. I am excited about that. My experience will also allow me to give suggestions on what has worked in a large corporation, and how we can scale them down to work for a smaller operation.
What are some of the areas you plan to focus on?
Because it is a small company and has grown so quickly, it is time to implement a more efficient structure. I don’t want to start changing everything. The company culture here is really great. I am used to bigger corporations, where a lot of people tend to have their head down with their blinders on. Here, it is a completely different atmosphere. Everyone is willing to help out and pitch in wherever they can. I don’t want to change that and make it so structured that they feel like they’re stifled and can’t make recommendations and help make change. I think there will be a great balance. For right now, I am just going to build upon what is there, because what is there is already pretty great.
What is your first goal in this role?
My objective for the first 30 days is to get to know the people. I can’t help influence anybody if I don’t know what they’re already doing and their learning style. I want them to feel like they’re a team. I also want to implement a leadership training program. I have already noticed that we have some great, young leaders who I know want to do a great job. The program will focus on many levels of my expertise, such as, handling difficult situations, discovering the difference between coaching and giving feedback, measuring different metrics, and how to effectively document conversations. I am glad that ReEmployAbility has adopted the FISH! Philosophy. I am a big believer in positive reinforcement and the FISH! Philosophy really encourages that.
Customer service is a huge focus at ReEmployAbility, what are your plans for our upcoming initiatives?
I agree that great customer service is key to any successful business model. The first thing I have done is joined the sales and marketing meetings. I feel it is important to hear what their struggles and top priorities are, so that we can try to help influence our new and existing clients to adapt all of the new, beneficial service enhancements we provide. I know there will be a lot of opportunities where my experience will help influence certain strategies when working with our clients, adjusters, and non-profit organizations.