Building Resilient Organizations

In an era marked by significant global change, human resources leaders face an increasingly complex environment in ensuring that their organizations remain adaptive, competitive, and culturally attuned. Melissa Mack, Chief Communications and Human Resources Officer at Kaplan Inc., offers valuable perspective on navigating this evolving landscape. Overseeing both communications and human resources for the global education leader, Mack has been instrumental in Kaplan's transformation from a small test prep business into one of the largest education service providers in the world today, with operations in 27 countries. In a recent interview, she shared four key pieces of advice for Chief Human Resources Officers (CHROs) striving to foster growth, adaptability, and transformation within their organizations.

1. Foster a Culture of Continuous Transformation. One of the most critical principles that Kaplan has followed throughout its growth journey, according to Mack, is the ethos of "continuous transformation." Kaplan's success, she explains, stems from its ability to embrace and adapt to change, a mindset that must be instilled at all levels of an organization. CHROs need to recruit people who are not only highly skilled but also adaptable and comfortable with disruption. "It's very hard to grow if you have people who are good at what they do but are not looking to evolve," she emphasizes.

This approach requires a forward-thinking recruitment strategy. It's not just about hiring for the current role but finding candidates who can grow with the company and are open to adapting as business needs shift. Mack suggests embedding this adaptability into both recruitment and ongoing employee development efforts. At Kaplan, continuous transformation is built into the core company values, ensuring that employees understand the importance of staying nimble in a fast-changing business environment.

2. Upskill and Leverage Internal Talent. When Mack joined Kaplan in the early '90s, it was a $70 million business with a modest employee base, struggling to find its footing. Today, Kaplan is a global player with over 10,000 employees, thanks in large part to the upskilling and retention of its talent. As Kaplan grew and evolved, so did its employees’ responsibilities, many of whom stayed through the company’s transformation. Mack explains that this development of internal talent was key to their success.

She highlights the importance of formal and informal training programs to help employees evolve alongside the business. In 2020, Kaplan introduced "Develop U," an internal virtual training conference where employees lead online sessions to teach one another critical skills. Most recently, they added a generative AI (GenAI) track, reflecting how Kaplan encourages employees to embrace emerging technologies. Mack's advice for CHROs is to focus on creating a culture where employees feel motivated to continually improve and are supported by accessible, relevant training.

3. Embrace Technology for Greater Efficiency. In today’s fast-evolving digital landscape, Mack underscores the need for HR leaders to embrace technology proactively. Kaplan was an early adopter of online education in the late 1990s, and today, it's leading initiatives like generative AI (GenAI) adoption. Mack advises CHROs to ensure their organizations remain ahead of the curve in technology integration, particularly in ways that enhance productivity and learning.

Providing employees with tools to explore and experiment with new technologies is a great way to drive innovation from within. Kaplan’s approach to GenAI is to offer training and opportunities for employees to experiment with the technology, which Mack believes will be crucial as AI reshapes industries. For HR professionals, this translates to not only offering training on new technologies but also creating environments where experimentation and innovation are encouraged.

4. Cultivate Cultural Sensitivity in Global Operations. Operating in 27 countries, Kaplan has learned firsthand the importance of understanding and adapting to different cultural and regulatory landscapes. Mack advises CHROs of global organizations to give regional teams the autonomy to tailor strategies that fit local contexts, while also promoting best practices across the organization. “What’s appropriate in Singapore might be different than what’s appropriate in London or Saudi Arabia,” she notes, emphasizing the need for cultural sensitivity.

This balance of global strategy with local execution can be challenging, but Mack suggests that shared values, like Kaplan’s commitment to customer success and continuous transformation, help unify the company across regions. By creating a flexible yet cohesive organizational culture, Kaplan has been able to innovate globally while respecting local differences.

Conclusion

Mack’s journey at Kaplan provides valuable lessons for CHROs navigating the challenges of growth, transformation, and globalization. The emphasis on continuous transformation, upskilling talent, embracing technology, and fostering cultural sensitivity offers a roadmap for HR leaders striving to prepare their organizations for the future. As Mack puts it, "You can’t stop change, but you can lead it." 

Click here for the full interview.