As businesses evolve rapidly, the heart of their success lies in how they handle their human resources. At the forefront of this dynamic realm stands Julie Koop, a visionary leader whose indelible mark on the industry is a testament to her unwavering passion for empowering human potential. As the Senior Vice President of Human Resources at Lakeland Bank, Julie seamlessly melds her diverse background in operations and management with her innate understanding of the pivotal role that HR plays in shaping an organization’s destiny.

Julie Koop’s career trajectory has been a symphony of achievements, with each note composed of her expertise in leading teams through transformative change, cultivating robust employee relations, and fostering unparalleled workforce development. Her journey, adorned with milestones, is underscored by her exceptional proficiency in project management and process improvement, facilitating seamless technology implementations, ensuring flawless payroll administration, and steering compliance with a steady hand.

A true luminary in her field, Julie’s dedication to refining her craft is evident in her impressive array of qualifications. Holding the distinguished SHRM Senior Certified Professional designation, she embodies the highest standards of HR excellence. Furthermore, her accolades extend to her graduation from the revered ABA Stonier School of Banking, a testament to her holistic understanding of the financial sector’s nuances. But her pursuit of knowledge didn’t stop there; Julie’s commitment to continual growth led her to the prestigious Wharton School of Business, where she earned a Leadership certification that has undoubtedly sharpened her strategic acumen. Her Six Sigma Green Belt certification is yet another testament to her unrelenting pursuit of operational perfection.

Journey of Adaptation, Growth, and Success

Julie candidly shares that Human Resources wasn’t even on her radar when she embarked on her career journey. She initially ventured into Retail Management and gradually ascended to become a General Manager overseeing two branches of Gap, Inc. Her time at Gap became instrumental in developing her aptitude for team building and people-centric growth. She took charge of training new managers and adeptly managed a workforce that surged during peak seasons, all aimed at achieving sales targets. This period illuminated the significance of explaining the “why” behind tasks, elucidating employees’ contributions to company triumphs, and illustrating personal significance.

Under Julie’s guidance, the team achieved an impressive double-digit sales surge in the year preceding her departure. Gap, Inc. presented her with opportunities for continuous management training, ensuring her ongoing development and triumph.

Subsequently, Julie transitioned to Operations Management in a ski/waterpark resort encompassing retail and unfamiliar sectors. While her retail background proved useful, most of her prior experience revolved around executing pre-established plans. However, this new venture demanded she create the blueprint herself, an endeavor both exhilarating and unnerving. This experience instilled in her the faith to trust her instincts and the capacity to acquire new knowledge.

Managing diverse businesses within the resort led to her spearheading the establishment of a Central Staffing office. This shift from revenue-focused units to a cost center prompted Julie to explore value addition strategies. This division, distinct from Human Resources, handled scheduling, staff optimization, employee communications, and relations. Through this endeavor, her knack for building relationships was refined, as she collaborated with department managers to optimize their teams.

Her exposure to Human Resources crystallized when she was entrusted with leading the department. The absence of the Human Resources Director created a vacancy she embraced, uniting Central Staffing and HR under her leadership. Managing the HR department for a resort with a substantial staff, including seasonal and year-round associates, was indeed daunting. However, equipped with a skilled team and prior operations management experience, Julie navigated the challenge. She pursued a certification from the Society for Human Resource Management (SHRM) to deepen her knowledge.

Moving forward, her journey led her to Lakeland Bank’s HR team, where she grappled with HR intricacies in a publicly traded company. Each role she embraced exposed her to fresh concepts, fueling her determination to excel further. Julie firmly believes in stepping out of one’s comfort zone to foster growth and propel a career toward success.

Community-Centric Excellence

The Bank’s mission is “to inspire and enable the communities we serve to achieve financial stability and success. With a passion for excellence, we strive to exceed the expectations of our customers, associates, and shareholders.” Lakeland Bank’s strong ties to the communities it serves left a lasting impression on Julie even before she became part of the organization. The Bank’s foundation rests upon the principle of actively supporting the local community, and this enduring commitment remains integral to all the Bank’s endeavors. Its decisions are consistently guided by a primary focus on enhancing the customer experience.

Upon joining the bank, Julie discovered that it’s the people who truly make Lakeland a remarkable workplace. The environment exudes supportiveness, and the leadership team genuinely values the Bank’s employees. As someone in the field of Human Resources, this aspect holds immense significance to Julie.

Guiding Through Change

According to Julie, the most critical element in leading teams through organizational change is communication. Successfully executing on organizational change requires a well thought out communication plan that starts before the change is implemented and continues well after the change occurs. Most people are change averse or comfortable with the status quo. She asserts, “You need to start with communicating what change is going to occur, the reason for the change and how it affects individual roles and responsibilities. Team members need to understand their role in executing the change and how the change is beneficial for them and/or the company as a whole.” She further adds, “It is very important to also ensure the change is adopted and sustained into the future.”

Julie emphasizes that effective communication during times of change is a dynamic process. It’s not just about conveying information; it’s equally vital to provide team members with a platform to pose questions, express concerns, and offer feedback as the changes unfold. Leaders must uphold a pattern of frequent and candid communication, showcasing authenticity throughout the change journey. Acknowledging deviations from the initial plan is important, as long as there’s a clear explanation of the corrective measures being taken.

Among the most potent tools in a manager’s arsenal is the identification of change champions who can help narrate the narrative and foster a positive perspective on the change. Lastly, it’s crucial to celebrate achievements vigorously. This entails recognizing not only major triumphs but also smaller victories along the way.

Flourishing Work Culture

Julie firmly believes that fostering a positive and all-encompassing work culture hinges on the foundation of respect. It’s imperative for team members to honor each other’s diverse backgrounds, experiences, and perspectives. The cultivation of such respect should originate from the upper echelons of the organization and manifest in every single meeting and interaction. A psychologically safe space is paramount, wherein individuals can freely share ideas and suggestions without apprehension of criticism or backlash. Genuine authenticity should not only be embraced but also commemorated. Only then can every team member truly sense that their contributions are valuable to the organization’s growth. This strong connection to both the organization and its leadership bolsters employee engagement and contentment to significant levels.

Enabling Growth through Learning and Development

Julie expresses her gratitude for the fortunate opportunity to be part of the ABA Stonier Graduate School of Banking and the Wharton Leadership Program over the past three years. Her capstone project, titled “Human Capital Growth Strategies to Improve Retention and Drive Results,” centered largely around fostering a culture of continuous learning and development. Given the rapid pace of technological advancements, the imperative to consistently upskill and reskill the workforce remains constant to optimize outcomes. Beyond addressing technological demands, investing in individual growth and development empowers individuals to chart career trajectories that might otherwise remain elusive. These initiatives play a pivotal role in enhancing employee engagement and retention.

The Learning & Development team at Lakeland Bank has spearheaded a range of programs in recent years, all aimed at elevating the skills of the bank’s leaders. “Leading at Lakeland” stands as a comprehensive multi-tiered leadership training program that commences with fundamental training for new managers, progressively offering additional training for mid-level and senior managers. This strategic approach facilitates the evolution of leadership skills as careers advance. The “Leadership Engagement and Development” (L.E.A.D.) program has been introduced to nurture high-potential team members, preparing them for prospective management roles. Lakeland Bank’s commitment to technological competence is evident through the addition of an in-house tech-focused trainer within the L&D team. Moreover, the Bank has extended its tuition reimbursement program to encompass professional certificate programs. This shift is particularly significant as certain areas of career growth, such as IT, place greater emphasis on specialized certificate programs compared to traditional higher education pathways.

Approach to HR Technology Integration

In her role as an HR expert, Julie underscores the essential role of proper project management and meticulous planning in technology implementations. The process commences with a discerning selection approach, aimed at pinpointing the solution that best aligns with the HR initiative or process. Taking into account both short-term and long-term organizational needs is crucial to ensure that the chosen solution not only meets expectations but also offers a viable return on investment.

Throughout the implementation phase, a comprehensive perspective is vital. This involves posing the right questions and meticulously examining the solution from all angles. It’s imperative to strike a balance between making individual decisions and comprehending how all the components interconnect. Subsequent to implementation, the provision of adequate training becomes paramount to empower users with the necessary skills to proficiently navigate the technology. She also believes that post-implementation, actively promoting user engagement with the technology is advisable.

Empowered by Collaboration and Resources

Navigating the multitude of new initiatives, legislative changes, and workforce concerns can indeed be overwhelming. Julie acknowledges her good fortune in holding the position of a Senior Certified Member of the Society for Human Resources Management (SHRM). This affiliation grants her access to invaluable resources tailored for HR professionals. SHRM offers a wealth of support, including daily and weekly newsletters, along with a comprehensive platform brimming with information across all HR domains.

Julie’s involvement in the SHRM Advocacy Team is another asset, ensuring that she remains informed about both new and proposed legislation. This team not only keeps HR professionals up-to-date on legal changes but actively advocates for workers and workplaces through involvement in public policy matters.

In her pursuit of staying informed, Julie also turns to various partners and vendors who regularly communicate HR developments. This includes advisory services and external legal counsel. Trusted sources like Forbes and Gartner further provide her with reliable insights.

Recognizing the significance of collaboration, Julie engages with other HR leaders. This collaborative approach facilitates the sharing of ideas and the exploration of opportunities to enhance the overall employee experience.

Guided by Ethics

Julie’s decision-making approach centers on prioritizing what is ethically right to achieve the optimal outcome for our associates. This path can be intricate, as conflicting priorities often arise depending on the stakeholders involved. She perceives her role as a fusion of risk manager, mediator, analyst, and trusted advisor. To guide her decisions, she employs a three-pronged perspective:

• Empathy and Perspective: Julie contemplates how she would perceive the decision if she were in the recipients’ shoes. This helps her gauge the potential impact on those affected.
• Reasonableness: She evaluates whether the decision would be considered reasonable and logical from the viewpoint of the majority. This ensures a balanced perspective that aligns with general consensus.
• Internal Integrity: Julie ensures that her decisions are defensible and congruent with her own moral compass. This introspective consideration guarantees that she remains aligned with her personal principles.

Ultimately, Julie’s commitment lies in staying true to her ethical compass while skillfully managing the intricate balance of competing interests.

Championing Progressive HR

Julie, together with the entire HR team at Lakeland Bank, operates with unwavering dedication to drive HR initiatives that align with the organization’s strategic blueprint. This fervor propels her to continually question established norms. Recognizing that solutions that worked yesterday may not be effective tomorrow, she remains vigilant in identifying underlying concerns and emerging trends.

Julie is resolute in fostering change and improvement. She collaborates with managers to enhance their people management capabilities and advocates for a culture of transparent communication within the Bank. She acknowledges that many employee relations challenges stem from a deficiency in open, candid, and timely dialogue. It’s a challenge she remains determined to surmount, knowing that addressing this issue will ultimately benefit everyone involved. In her relentless pursuit of betterment, Julie envisions a brighter and more effective future for the organization.

Strategies for a Tech-Driven Future

The banking industry undergoes constant evolution, necessitating HR’s agility in response to these shifts. At Lakeland Bank, readiness for both industry changes and internal growth is imperative. Julie envisions the demand for more sophisticated technological solutions, particularly in talent acquisition, compliance, and data analysis. This drive towards technological enhancement aims to streamline task-based functions and concentrate efforts on value-added activities that drive the bank’s progression.

Julie is also keen on tailoring the employee experience to individual needs, particularly in aspects like benefits and training. This personalization supports associates’ holistic growth, both personally and professionally.

Amidst these endeavors, preserving the organization’s core remains paramount. The foundational culture of service to customers, associates, and communities must be safeguarded, ensuring that as the Bank evolves, its roots in community and service remain strong.

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