One thing struck me almost the moment I landed at Onfido; just how vocal our people are about what the business is doing and how the business is doing it. It stood out to me instantly as it’s something I’ve seldom come across before to such a high degree. You find it in pockets for sure, but never in a way that encapsulates all teams within the business in quite the way it does here – at least in my experience.
Let’s be clear here, this is a very great thing indeed.
Voices and challenge mean one thing and one thing alone: the team care and are invested in the business and are determined to help facilitate its success.
As part of my early audit of the business and my role within it, I set myself the challenge to unearth what the things were that make this so, and I managed to boil it down to one thing: involvement.
Put simply: people are consulted, communicated with and taken on the journey. Even in the times that this hasn’t been executed brilliantly, a genuine attempt is made. The business strongly sends the message as often as it can; we care.
The Founders ‘show up’ in all senses, and work tirelessly to try to get things right. As a leadership team we invite challenge and embrace all the different voices that help us stay on the right track. This starts with the Founders, who know the business and the people within it inside out, and care deeply about the imprint they are making in the world.
These are the same Founders that decided to hire an HR person as employee number 12; which is incredibly rare in a startup of that size. Also the same Founders who made the call to invest heavily in communications by hiring their first Director of Internal Communications last year. It’s a huge deal for such an early stage business to care enough about the involvement of its people to make this kind of investment so early on.
We’re still learning how to get things right, and iterating on what we share and how we share it, but for a business of our size and age, it’s pretty comprehensive stuff. Company wide goals are set via crowdsourcing data from company wide sources. Ideas and decisions are socialised via well thought out communications channels.
The business stands, for the most part, as one cohesive unit. Most work and projects are delivered by cross functional ‘squads’, which is by no means exclusive to Onfido, but it does mean that the wider community gains greater understanding of what one another’s challenges are by working together first hand. This is something you truly miss out on when you operate in silos.
We survey our teams regularly and we have a laser focus on continuous improvement. We take feedback and we act on it. We also make sure that our reward demonstrates our commitment to our people. This year we launched Onfido Balance, a flexible benefits offering that gives people support for the head, the body and the heart, we have a squad working on what we offer to parents as a business, and all employees have share options and flexible working.
Whether by accident or by design, Onfido has effectively provided the right platform for high performance working; namely igniting greater levels of employee commitment and involvement to achieve high levels of performance, productivity and ultimately profitability. This comes in the form of building skills and creating opportunities for innovation and creativity and is achieved via greater involvement and commitment of employees, which in turn leads to greater overall job satisfaction and motivation. Total win.
The question has been raised over whether you can truly establish a firm relationship between high involvement in work practices and overall firm performance, and perhaps it’s simpler for me to say a resounding yes to that, as I get to witness that first hand at Onfido, and the energy that’s created by working in this way.
The impact created by garnering the full commitment of your people can truly be your competitive advantage.
That is what we have seen at Onfido. The teams self manage in many respects, and our best ideas as a business come from them. They set their own goals mostly and consistently meet and exceed them. Where they don’t, it is typically as there has been another deliverable that has become more important. Because of their high involvement with us as a leadership team, and us with them, we get to see all of this first hand.
Allowing the space to innovate and create means that you can shape shift as a business to maintain or create a market leading position, and I for one can’t wait to see where Onfido go next.