Katie Mcky

 

 

BUSINESS SERVICES ENABLE BUSINESS AT EVERY LEVEL.

 

BUSINESS SERVICES IS A NEBULOUS TERM TO DESCRIBE ALL THOSE THINGS THAT ENABLE BUSINESS, BUT DON’T DIRECTLY PRODUCE A TANGIBLE PRODUCT THAT IS THEN SOLD.

 

HOWEVER, WHAT’S A BUSINESS SERVICE IN ONE COMPANY IS THE COMPANY’S ENTIRE BUSINESS IN ANOTHER. FOR EXAMPLE, IF YOU’RE IN THE FINANCE DEPARTMENT OF AN AUTOMOTIVE COMPANY, IT’S A BUSINESS SERVICE. IF YOU’RE AN INVESTMENT FIRM, THEN YOUR BUSINESS IS FINANCE.

 

IN THE END, HUNDREDS OF MILLIONS OF PEOPLE ARE IN THE BUSINESS OF BUSINESS SERVICES, ENABLING GOODS TO BE MANUFACTURED, SOLD AND SHIPPED. THE INDIVIDUALS WITH DISABILITIES FEATURED HERE PLAY AN INTEGRAL ROLE AT THEIR RESPECTIVE COMPANIES, WHERE PROVIDING CRUCIAL BUSINESS SERVICES TO A HOST OF COMPANIES AND CUSTOMERS IS A TOP PRIORITY.

 

TAKING THE LEAD AT KPMG US

 

KPMG US’S MORE THAN 29,000 EMPLOYEES PROVIDE INNOVATIVE BUSINESS SOLUTIONS PLUS AUDIT, TAX AND ADVISORY SERVICES TO MANY OF THE WORLD’S LARGEST AND MOST PRESTIGIOUS ORGANIZATIONS. ROBERT PALUMBO, A SENIOR ASSOCIATE IN KPMG’S TECHNOLOGY GROUP, IS ONE OF THOSE EMPLOYEES.

 

“I am a systems administrator that helps manage some of the servers that allow for KPMG to conduct business transactions,” he elaborates.

 

Palumbo found becoming an administrator to be a challenge - one he met by reaching out and learning as much as he could.

 

“When I first was promoted to my current position as a Middleware Systems administrator, I felt my skill set was not on par with many of my co-workers. After several months of studying, asking my colleagues for help, and having weekly check points with my manager, I learned the various aspects of technology that I needed to master in order to excel in my role,” he says.

 

There’s also been a physical challenge, one that KPMG also helped Palumbo overcome.

 

“In 1999 I was a passenger in an automobile accident. The impact alone left me with an injury to the eighth and ninth vertebrae of my spinal cord. Since then I have been paralyzed in a little bit over half of my body. KPMG has enabled my potential by treating me no differently than anyone else. If I need help with something, or accessibility is an issue, they have always been more than willing to accommodate any way they can,” he explains.

 

Palumbo’s successes have all come from being proactive: “I’ve proven myself by doing everything I can to make my bosses’ job easier. Don’t wait for them to assign work. Take the lead on things.”

 

He also advises building up your experience right from the start. “I did a very, very low-paying internship right out of college. I went from company to company asking about entrylevel and internship positions. I wasn’t paid much, but the experience was great. They taught me a great deal,” he notes.

 

CULTURE OF CARING AT FARMERS

 

AS A MANAGER AT FARMERS INSURANCE EXCHANGE’S UNIVERSITY OF FARMERS, JILL GARDNER IS THE ONE WHO GETS ALL NEW AND EXISTING AGENTS AND EMPLOYEES UP TO SPEED.

 

“I oversee the strategy and operations of the suite of learning systems used to deliver University of Farmers’ learning content to Farmers employees and agents,” she describes.

 

There’s considerable training required, with 48,000 exclusive and independent agents and approximately 21,000 employees, who collectively serve more than 10 million households across all 50 states. Those millions of households are why she loves her job.

 

“The philosophy of ‘Farmers Cares’ is embedded in everything we do. This company truly believes demonstrating care as a priority - through going above and beyond for our customers, providing inclusion programs and career development opportunities to our employees and giving back to our communities. I love that I am a part of a company that cares about me and my community,” Gardner notes.

 

That caring also envelops Farmers’ diverse workforce. “One thing that sets Farmers apart, with regard to valuing differences in driving higher performance and generating creative products and solutions, is the focus on making all employees feel included - every employee understands how they impact and contribute to our corporate strategy,” she says.

 

For Gardner, the “Farmers Cares” philosophy is personal. “I have severe to profound hearing loss. Without my hearing aid I am considered legally deaf, and I rely on reading lips to help with speech discrimination. I was hired based on my extensive experience in the learning and development field. My leaders at Farmers provide me with opportunities to own my expertise and develop the knowledge I need to be successful,” notes Gardner.

 

Of course, there are always challenges. “As a professional with a hearing impairment, working on a virtual team and managing individuals in another state can be difficult at times, especially when meetings are conducted via conference calls. While I prefer text or chat discussions, the missing voice inflection can result in misunderstandings of the context behind the message,” she explains.

 

That’s why Gardner’s team “has been exploring video conferencing through various technologies to provide me with the ability to better participate in the discussion and feel like we are all in the same room,” she says.

 

However, challenges are overcome, from getting hired to thriving in one’s job, by connecting with good folks. “Building trusting and lasting relationships is key to developing a strong network,” she notes.

 

FINDING STRENGTH AT SYNCHRONY

 

WHEN ANTHONY WALKER, A COLLECTIONS REPRESENTATIVE AT SYNCHRONY FINANCIAL IN KETTERING, OH, WAS SEEKING WORK, HE LEVERAGED HIS STRENGTH.

 

“I thought about what I’m good at, which is communicating. So I narrowed my online job search down to positions where I could use that strength. But at the end of the day, I had to be confident and sell myself. Once you get an interview, it’s just you and that employer one on one,” he recalls.

 

Synchrony also leverages the strength of its diverse workforce, according to Walker. “Synchrony Financial views diversity and an inclusive culture as one of its core strengths. We value diversity and provide platforms for community outreach, recruitment and professional development, and networking opportunities for our employees through our diversity and inclusion networks.”

 

In 2015 Synchrony gathered diverse voices, and Walker was among them. “I had the opportunity last year to attend our Global Diversity Symposium in Orlando, FL. Synchrony Financial brought leaders in all of its diversity networks together so we could connect with each other, share ideas, learn and explore ways to help our company continue to grow,” he describes.

 

Furthermore, Synchrony Financial continues to develop an increasingly diverse workforce to better interface with its communities, customers and partners.

 

“We also actively recruit to make sure our workforce reflects our communities, our retail partners and our customers. Just this year we launched a companywide people with disabilities hiring initiative here in Kettering (OH). Synchrony Financial recognizes that people with disabilities are less likely to be employed, so it is actively working to recruit more individuals from our community.”

 

His disABILITY hasn’t impeded his customer service skills. “I was born with cerebral palsy,” explains Walker. “I use a wheelchair, and sometimes a walker. I’m only able to use one hand, so the company provided me with a left-handed keyboard that is helpful.”

 

His peers and supervisors also have his back, he says. “I feel valued here for my contributions. I’m allowed to reach my full potential, which I greatly appreciate.”

 

To reach that potential, Walker had to first overcome the challenge of Synchrony’s size.

 

“At my previous job I was in customer service for a healthcare company and worked from home for five years. When I first got here, it was a big, intimidating place. All of a sudden I was out in the workforce and I wasn’t sure how my disability would be viewed. So I was a little scared at first - so much so, that I actually thought about quitting. It was tough, because there was no one I could relate to.”

 

However, Walker hung tough. “Something inside of me would not let me quit. I have always preached the importance of not giving up, of working hard and pursuing good opportunities. I did not want to give up on myself. So I just took it one day at a time, put my best foot forward and told myself, ‘I can stick this out.’ I just said, ‘I have to do this. Quitting is not what I’m made of.’”

 

MOVING UP ON MERIT AT ALLIANZ LIFE

 

AS CHIEF ADMINISTRATIVE OFFICER AT ALLIANZ LIFE INSURANCE COMPANY OF NORTH AMERICA, CATHY MAHONE KEEPS THIS LEADING PROVIDER OF RETIREMENT SOLUTIONS HUMMING, AS SHE IS RESPONSIBLE FOR OPERATIONS, IT, SOURCING, RE-ENGINEERING, SUITABILITY, AND DIGITALIZATION AND GLOBAL INFRASTRUCTURE PROJECTS. BEING SO CENTRALLY POSITIONED, SHE CAN SPEAK TO ALLIANZ LIFE’S MERITOCRACY.

 

“At Allianz Life we believe work should be rewarding, and that good work should be rewarded. We look for people who expect excellence while maintaining high ethical standards and a commitment to our community. We also seek those who are willing to grow, both professionally and personally,” Mahone says.

 

Meritocracy means everyone is given a chance, and many disABLED employees take that chance to excel at Allianz.

 

“As a company we see amazing results by having diverse employees, especially those who have different abilities. If you give them the opportunity, then the sky is the limit,” she points out.

 

One of those employees is Aaron, who rose to become an employee of the year, according to Mahone.

 

“Since May 2010 Allianz Life has partnered with Lifeworks, an organization that helps people with disabilities live fuller lives by providing their clients tools to pursue fulfilling work in the community, rewarding social and educational experiences, and increased independence. Today, we have 11 Lifeworks clients who are gaining experiences at our company, four of which have been hired full-time. Allianz Life employees teach these individuals specialized skills for operations work and offer guidance toward career development,” elaborates Mahone.

 

“One employee in particular, Aaron, has excelled in his work so much so that he was named a Lifeworks employee of the year. He is extremely dedicated to his work and completes his tasks with the utmost quality,” she continues.

 

Aaron and his disABLED colleagues deliver more than a stellar work ethic. “For us diversity isn’t a ‘nice to have’ - it’s a prerequisite for achieving good results and retaining customers and employees. Having a diverse background allows us to take advantage of our varied skills and knowledge,” she emphasizes.

 

Developing a diverse workforce isn’t just a professional endeavor for Mahone. “I am a mother to 10-year old twins who are autistic. It is comforting to see what Allianz Life does to help developmentally challenged adults find meaningful work so they can contribute to society and feel a real sense of value and appreciation. I can see a future for my sons that will help them be fulfilled and part of something big,” she states.

 

At Allianz Life big things come out of caring. “I love the fact that my organization truly cares. They care about the customer and how their work impacts them, they care about each other, and they care about the broader community,” adds Mahone.

 

FOSTERING INCLUSIVITY AT SUNTRUST

 

WHEN TIM MUELLER, EXECUTIVE VICE PRESIDENT AT SUNTRUST BANK, TALKS ABOUT SUNTRUST’S VALUING ITS DIVERSE WORKFORCE, HIS INSIGHT COMES FROM HIS VANTAGE POINT AS SUNTRUST’S EXECUTIVE LEAD OF ITS ENTERPRISE PEOPLE WITH DISABILITIES TEAMMATE NETWORK.

 

“SunTrust is committed to fostering an inclusive environment. We believe it is a competitive advantage and core to our business. By embracing and leveraging our different backgrounds, experiences and perspectives, we become more innovative, productive and profitable. People want to work here, clients want to do business with us, and communities grow stronger,” he says.

 

However, Mueller’s insight is further deepened by his personal circumstances.

 

“I am legally blind in my left eye. Fortunately, I have good vision in my right eye. The biggest challenge I currently have is physical appearance. As a result of a number of surgeries on my left eye, I have a droopy eyelid and slightly lazy eye. It doesn’t impede my ability to do my job, but I am very self-conscious about it when meeting new people or speaking in front of large groups,” he explains.

 

SunTrust’s inclusive culture eased Mueller’s way. “The great thing about SunTrust is I can honestly say I have never had any challenges related to my eye. I believe I have always been evaluated based on my performance and productivity, I have been given the flexibility I need to accommodate visits to the eye doctor, and my benefits package provides me with the confidence I need regarding my physical well-being,” he remarks.

 

Mueller is now one of more than 25,000 colleagues and currently leads a team of 90 professionals. Before his tenure at Sun- Trust, he served in the military.

 

“Probably the most difficult time in my professional career was when I transitioned from serving in the United States Air Force to working at SunTrust. For me it involved a move from Colorado Springs (CO) to Atlanta (GA), a new job at SunTrust, beginning a new career, and, as it turned out, the arrival of my first child six weeks before the move,” Mueller remembers.

 

“Fortunately, I had a very understanding boss and new team at SunTrust who went out of their way to help me through the transition. They gave me the tools and on-the-job training I needed to be successful,” he notes.

 

Mueller now pays it forward at SunTrust by helping customers achieve financial stability and success. He also addresses their financial concerns, which is a source of anxiety that afflicts four out of five Americans.

 

“I love working for a purpose-driven company. At SunTrust we believe everyone should have the financial confidence to pursue a life well spent. To that end, we are dedicated to achieving our purpose of lighting the way to financial well-being for our clients, teammates and communities,” states Mueller.

 

“At some point most of us experience financial stress. In fact, 80 percent of Americans say that worrying about money keeps them up at night. That’s why SunTrust decided to take a stand against financial stress. In February of this year, we sparked the onUp movement at onUp.com to inspire millions of Americans to take a step forward toward financial confidence,” he continues.

 

“By helping SunTrust achieve its purpose, I am able to help remove some of that stress, enabling our clients, teammates and communities to gain the financial confidence they desire. That is incredibly powerful and meaningful,” he concludes.

 

PERSEVERANCE PAYS OFF AT LINCOLN FINANCIAL

 

LIFE CHANGED FOR FREDERIC E. BLOODGOOD, DIRECTOR OF ADVANCED MARKETS AND INDUSTRY INSIGHTS, RETIREMENT PLAN SERVICES AT LINCOLN FINANCIALGROUP, SECONDS AFTER DRAINING A GOLF BALL INTO THE 18TH HOLE.

 

“I was at a pro-am tournament with four clients. We’d just finished the round, shook hands and were walking off the course. My legs turned to rubber and I fell right beside the eighteenth green. They rushed me in for a CAT scan and told me it wasn’t my first stroke,” Bloodgood recalls.

 

Then came the really bad news: “They also told me I’d never walk or work again.”

 

Rehab began. “I couldn’t even sit in a wheelchair without falling out,” he remembers.

 

So Bloodgood got busy proving them wrong.

 

“I worked extremely hard for the next eight weeks so I could walk again. I came home in a wheelchair. My wife was an occupational therapist. She said I had two weeks in the wheelchair and then it was gone. That scared me. She said I’d figure it out and I did. We all have compensatory strategies. It made me more resilient,” he relates.

 

The challenges continue. “I lost the use of my left side. I have residual damage and I’m also dyslexic now,” he says.

 

Bloodgood and Lincoln Financial developed some “compensatory strategies” to help him get back on track. “I had managed a team of folks, so they modified my role to draw upon my 33 years of experience, which was my strength. I now train with the internal and external wholesalers. This allowed my abilities to define my role rather than my disABILITIES. I appreciate that so much,” he explains.

 

In turn, Lincoln Financial appreciates its diverse workforce, Bloodgood points out. “It’s an incredible culture here with a rich diversity of employees, and that’s what Lincoln wants, since everyone has different view points. [That] diversity of view points and backgrounds makes us much stronger and meets the needs of our diverse clientele. We’ve been around for 110 years and going way back, we focused on the value of differences. That’s one of the key reasons we’re so successful.”

 

For Bloodgood and others, success grows from the fertile soil of perseverance. “Research has shown that a disABLED person generally has to apply many more times to land a position. You have to persevere,” he advises.

 

However, be prudent in applying. “It behooves all organizations to better understand what disABLED people can offer, and we understand that here at Lincoln. Individuals with disabilities should focus on their abilities. Look at the websites of the organizations that they’re applying to. See if they value differences like we do and don’t see disABILITY as deficiency. DisABILITY in no way shape or form is a direct correlation to ability,” Bloodgood adds.