In these days of high bandwidth, video conferencing, live chat, collaboration tools, and all the other technology that helps IT professionals stay connected wherever they are, working from home, virtual teams, and teams spread over multiple locations across national borders and time zones all seem like a regular part of doing business.
They shouldn't, says Merlin Bise, CTO of GIACT Systems, which provides payment risk management solutions. In an interview with The Enterprisers Project, he explains the benefits of keeping an IT team all working together in one location.
The Enterprisers Project (TEP): What is your most valuable advice for CIOs and CTOs in today's world?
Bise: Talent! You better have good people around you. Second, everyone needs to be on the same page — IT, product, compliance, legal and sales. I would recommend that you keep everyone under one roof so they can communicate better and more freely. You will not regret it.
TEP: As I'm sure you know, that advice bucks today's trend toward virtual teams working remotely and using such tools as video conferencing and live chat to communicate. Why do you believe it's so valuable to have everyone under the same roof?
Bise: Video conferences and live chats are crutches and compromises that companies are forced to employ. Collaboration is more organic, effective and efficient when under one roof. When everyone is together, a smaller team can do more in less time. Technology, innovation, and results are all optimized.
TEP: Many IT leaders have adopted work-from-home policies to help with hiring and retention since it gives access to a wider pool of applicants, and many employees want the opportunity to work from home. Does your policy of having everyone under one roof pose a problem when it comes to hiring?
Bise: No, it does not cause a problem. In fact, I have team members who were remote in past roles. They thrive at GIACT and love coming to work. Why? I strived to create a culture (and a personal promise to each employee) that offers opportunity, recognition, appreciation and reward. Remote employees have a job. At GIACT, we are a team bordering on a family. I discovered a long time ago that great things happen when you have a team of people who want to be here every day.
TEP: You've stressed the importance of talent. And yet, it's a seller's market for many critical technological skills. What are your best strategies for finding, recruiting, and hiring top talent in today's market?
Bise: I have positioned GIACT to be a destination place to work. I have a personal value proposition that here you can work on cutting-edge enterprise solutions that you would not be able even to look at elsewhere.
TEP: Many IT leaders say they look for general aptitude, the right attitude, and cultural fit before specific technical skills. They may even hire people who don't have the right technological skills and then train them to fit a particular role. Have you ever used a strategy like this, and if so has it worked well for you?
Bise: Yes, but I have to see the potential. Part of my role is to train, develop, and mentor talent. Talents my guys may not even know they have.
TEP: What advice would you give CIOs and CTOs trying to hire the right talent in this market?
Bise: Be patient. Don't just check a box. More important, know your role in recognizing, developing and managing talent.
TEP: GIACT serves customers in some highly regulated environments. What particular challenges does that pose?
Bise: Connectivity and how we receive and transmit sensitive data is always an issue that is top of mind. Typically, this involves Personally Identifiable Information (PII) being submitted or sent when we're conducting ID verification, confirming sensitive financial information and looking at sensitive alternative data including mobile carrier information all in real-time with sub-second response times. So, there are obviously privacy concerns as to how this information is handled and transmitted. As a result, we maintain a very secure network and support multiple secured channels in which to transmit that information, such as VPN connectivity, MPLS, in addition to our secure Web service.
TEP: Most regulations are so complex that it can be difficult to tell precisely what they do and don't allow, particularly when it comes to technology. How do you manage this uncertainty?
Bise: Instead of being intimidated, we confront regulatory challenges head on and bring in experts to work with our team to develop a comprehensive compliance strategy. Our customers rely on GIACT to be able to deftly manage changes — small and substantive — with little or no impact on them or their customer. Our development team is in lockstep with product, sales, legal and compliance. So when regulations change, we respond quickly as a company.
TEP: What are the most common mistakes you see companies in regulated industries making around their technology? What are some ways to avoid those mistakes?
Bise: There are no shortcuts. Focusing on speed to market without thoroughly vetting the solution or considering regulatory and compliance requirements are the most common mistake. As a company, you have to see changing rules and regulations as opportunities to develop or upgrade existing solutions. This can only happen when you surround yourself with talent and foster (and encourage) effective communication across all departments.
