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Richmond Tigers supporter and GM of operations at Resolve Finance, Glenn Haslam, talks leadership skills, customer advocacy and how brokers can deliver what the banks cannot
Q: What do you wish you’d known when you started out in the industry?
A: Back in the early 2000s, I was working with the ANZ branch network to grow home loan sales. I worked alongside my then colleague – and current MD at Resolve Finance – Don Crellin, who was leading the ANZ broker team at the time. What I naively believed was that I had a chance in competing against the growth that the broker team and industry were about to deliver. The reality back then – and even more so today – is that the broker industry can deliver what no bank can ever do, and that is true customer advocacy. While I had the opportunity to lead the broker team, it took some time to find myself very happily back in the broker world at Resolve Finance, where I can play my role in driving customer advocacy and excellence in our part of the broking and franchising industry.
Q: What does leadership mean to you?
A: Great leaders are authentic and inspire people to be their best. The very best ones work on their leadership skills each and every day. They are always the first to say hello or offer a timely, encouraging word. It’s not just about charm or charisma (although they are beneficial qualities if you have them) but a relentless focus on improving, doing what’s right and taking your team on the journey forward. Defining great leadership isn’t really that easy – I hear catchwords like honesty, passion, integrity, and so on. Unfortunately, the certainty is that we all recognise bad leadership quickly, and sadly it is often most memorable. When you’re lucky enough to experience or be in the presence of great leadership, value it and learn from it – it’s really not that common.
Q: What’s your favourite way to relax?
A: I’m not really sure it’s truly relaxing, but as a long-suffering Richmond Tigers supporter, there is nothing better than watching them in action – or, better still, a replay of the 2017 finals series. That is, until the 2018 finals come along, of course!
Q: If you had the CEO of the MFAA over for dinner, what would you serve?
A: think, given my industry experience and charm, Mike would probably invite me over for dinner first to discuss the challenging industry landscape we’re in. I’d leave what to serve up to him, but seafood and a few beers would leave me smiling.
