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When client satisfaction is your primary goal, it’s important to ensure the team that interfaces with your client is also satisfied. Does your team feel they are doing a good job? Does the team have the support and resources necessary to provide exemplary service? And most importantly, does your team have the experience and confidence to solve your clients’ problems?

Senior Director of Creative Services Jim Battista, strongly believes that employee satisfaction translates into client satisfaction, so he passionately and continually fosters an environment that operates on this premise.

“When employees feel valued and can see their contributions making a difference, their job satisfaction increases,” says Megan Chang, SEBPO’s Vice President of Human Resources.  We have witnessed time and time again that the satisfaction of our employees directly correlates with our clients’ successes.

For example, Jim’s Bangladesh team members were initially hesitant to voice concerns, identify problems, or provide proactive solutions when interfacing with clients. They didn’t want to seem pushy or work outside of traditional hierarchical boundaries. Jim made it his mission to teach the team the communication skills necessary to relay this vital information to our clients. He also took the time to explain that our clients expect this type of communication from SEBPO. 

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How does Jim do this? He takes the time to personally connect with employees and understands what motivates them, what their strengths are, and where they will succeed. He also works to alleviate some of the professional pressure and cultural barriers that typically halt effective communications. (Cultural Atlas). 

Jim equipped his team with the skills and confidence needed to communicate effectively. More importantly, Jim fostered trust among his team members so they now feel safe breaking out of their norms and working confidently with our clients.

“Our Bangladeshi employees are so down-to-earth. Speaking to each of them in person and outside of work when I visit Bangladesh, let me really see their personalities shine through and that has helped me create an exceptional team,” Jim elaborates.  

Jim doesn’t shy away from digging deeper and asking open-ended questions to encourage his team to speak up and ensure they are not overwhelmed, overworked, or misunderstanding client projects or processes. According to Jim, this is what “really builds trust between teams and clients.” 

“Jim’s positivity is infectious,” says Brett Dunlop, Senior Director of Solutions Consulting, who has worked closely with Jim for the past four years. 

Brett continues that Jim is extremely passionate about supporting his team. Whenever there is an opportunity to highlight an individual or team success story, Jim takes the time to do so. Whether in a one-on-one discussion or a more public setting, he never misses a chance to uplift his team.

Jim is a prime example of a business leader committed to client and employee success. Without leaders taking the time to develop, encourage, and foster trust and satisfaction in the workplace, our clients wouldn’t receive the high-quality, proactive services and solutions they do today.