Transformative Leadership: A Journey of Member-Centric Excellence
Ms. Rosalie Valencia, the dedicated General Manager of VALDECO Multi-purpose Cooperative, embarked on a transformative journey to enhance member services. Her commitment to advancing cooperative values led her to attend a Leadership Bootcamp in December 2023 at Chali Beach Resort in Cagayan de Oro. The program, facilitated by Ms. Elenita San Roque, CEO of the Asian Confederation of Credit Unions (ACCU), was organized by the National Confederation of Cooperatives (NATCCO) through its Knowledge Resource Center Unit.
The Vision of Member-Centric Cooperatives
A key focal point during the boot camp was the discussion on cooperative integration—an ongoing challenge in the Cooperative sector spanning almost a decade. The core philosophy reiterated was the centrality of members to the cooperative's operations. As an organization owned and managed by its members, the cooperative places its needs at the forefront of all activities and programs.
Ms. Rosalie's Aspiration
Ms. Rosalie Valencia, carrying the torch of cooperative leadership, consistently aspires to steer the cooperative towards better serving its members. Acknowledging the wisdom shared during the boot camp, Ms. Valencia recognizes that fostering a sense of belonging among members is paramount. She realized that certain operational elements, such as tall dividers and glass windows, inadvertently created barriers rather than bridges.
Implementation of Transformative Changes
Ms. Rosalie's commitment to member-centricity prompted immediate action. Inspired by the practices of South Korean credit unions, she revamped the member service areas. Instead of tall dividers and glass barriers, the staff sits behind tables, facilitating open communication. Members can now sit directly across from tellers, providing a clear view of transactions and fostering an atmosphere of transparency and care.
This simple yet impactful change has transformed the physical layout and influenced the cooperative's culture. Members feel more involved, valued, and cared for, breaking down the metaphorical walls that once separated them.
Lessons Learned and Ongoing Progress
Ms. Rosalie Valencia's proactive approach to leadership underscores the importance of continuous improvement. By embracing best practices from global cooperatives and translating them into actionable strategies, she has successfully created an environment where members feel heard and appreciated.
The journey towards member-centric excellence is ongoing at Valdeco Multi-purpose Cooperative. As Ms. Rosalie continues to champion transformative initiatives, the cooperative stands as a shining example of how leadership, driven by a commitment to member welfare, can reshape the cooperative landscape for the better.
- by Mary Rose Gob
