Blerina Krantja - Leading in pandemic situation while maintaining the balance between safety and business continuity

Mrs. Blerina Krantja, Director of the Human Resources Department at NOA Financial Institution talks about the management challenges in pandemic situation and the measures taken by this institution regarding customer safety care throughout the branch network and staff, while maintaining business continuity.

Financial institutions such as NOA have not stopped their activity at any time during the period we are leaving behind. How did you manage the management of “human resources” and what were the challenges you faced in this period?

The pandemic challenge we are leaving behind changed the environment in which we live instantly and unexpectedly, encouraging our institution to rapidly change the way our staff work. But on one condition: not to interrupt at any moment our mission and vision in servicing the clients who do not have or have limited access to the financial system. This is an essential precondition for the survival of their economy at this vulnerable moment.

Our institution has invested at maximum to quickly adapt to this situation - starting from the design of a proper staff management policy in the conditions of the pandemic: adjusting the daily work practices to maintain the health and well-being of our staff, and to the management of essential situations for our customers or business partners.

Applying all the procedures, the rules and the sanitary measures required by the competent authorities in the country, providing a flexible working schedule for each colleague, performing distance work for about 50% of the staff, protecting the health of the most vulnerable employees with chronic diseases , pregnant women or employees who need child care, constant communication with any co-worker, care, stress management counseling, etc. - all these, and others as well, were the main steps we followed on a daily basis during the period we are leaving behind.

I would also add that the biggest challenge for all of us was the short time available for any action or decision, which was to our disadvantage, as well as the high risk of exposure to the virus / to the unknown, and on the other hand the strong sense of the objective responsibility not to interrupt our activity at any moment.

Regarding the above, the combination of staff investment, guided by our strongest values of social responsibility, customer protection, commitment, dynamism, flexibility, mixed with technological innovation at NOA, made it possible for us to succeed in not interrupting our services for thousands of Albanian clients, entrepreneurs, farmers and families.

The summary of these essential elements has inspired and has served as a guide in making right decisions in every situation and at all levels, becoming in this way the key to our success.

What are the qualities required by the microfinance sector and a company like NOA when it comes to your staff or in terms of recruiting a new employee?

As an institution established by USAID, 21 years ago, and with 100% foreign capital, at NOA we always aim to be followers of the highest professional values. Pride and enthusiasm for the sector, the client and the institution, having a clear understanding of the economic and social impact that our institution has in Albania, are prerequisites for the success of each of our colleagues and collaborators. High integrity and on a par with the image of the institution - its transmission and amplification in relations with the market, clients, social circle, family circle, third parties - is equally important and a fundamental criterion in the evaluation of new staff. Due to the challenges of the sector and the characteristics of our clients, who are small entrepreneurs, farmers or family businesses, skills such as flexibility, commitment, dedication, motivation for innovation, energy and passion for development, desire for self-improvement and responsibility are key elements, but also the courage to adapt to a constantly changing environment.

If someone is looking to get a job at a financial institution during this period, what advice would you give to him/her?

As an ever-expanding company, NOA is constantly looking for new talents to join its business strategy, but not leaving aside our investment in identifying and developing their professional talent. Dedication to the development of the new generation is at maximum considering it as a bilateral advantage. We are always looking for new and innovative ways in recruiting the best talent. Not only by perfecting the recruitment process, but also by educating and preparing the new generation for a professional approach to future employers.

In addition to the skills and competencies mentioned above, the advice I would give is related to how essential it is for candidates to prepare for the recruitment process. Before an interview every candidate must prepare some “homework” if I may say so, such as getting to know the profile and job description, company history or staff success stories, which are just the beginning of the process.

Every candidate should then ask themselves: Am I open enough to fit the company values? Does my profile match the requirements of the job, what will I look like in this job position, what will a typical working day be like? Finally, I would suggest to each candidate to ask for references from the staff, prepare for possible questions, as many questions as possible to understand the tasks assigned to the role, expectations in terms of development and above all, sincerity, true interest in working with NOA along with the challenges and opportunities for professional development, because, yes, it is important to have a long-term personal vision by answering the question: “Where will I be or how am I going to feel in this company after 5 years?”