Traditional HR aside, a strong focus on people has become increasingly important, especially in AI times, says Braintree’s head of human capital Angela McMean.
On paper, Angela McMean’s role at Braintree might read as VP: human capital and development, but her true calling is a focus on people and the human touch – coupled with all the HR requirements and checklists.
“I’ve had a long and fruitful career that spans more than 36 years” she reflects. “What stood out to me was how the culture of a business over time can shift, and that we consistently need to refocus our business on the people that make it all happen.”
After spending 30 years with her previous company, Angela joined Braintree, initially in an operational role, primarily overseeing the developers and consultants. “However, my passion lies in people,” she notes. “I love being a part of their journey and seeing them grow. Braintree truly focuses on growth, which aligns with my values,” she explains.
“I was thrilled when my role evolved from an operational one to be people-centric. My role currently involves recruitment and onboarding, but extends to on-going employee wellbeing and training,” Angela adds. “It’s been amazing to see the company grow from 40 people when I joined to now being a strong team of 130+ people within Braintree.”
Although Angela might have occupied several roles in her more than three-decade career, it became apparent quickly that any role she had to assume that didn’t involve people wasn’t meant for her.
Passionate about people
Braintree is a people-centric business, but at its core, a Microsoft shop. The company is a Microsoft partner, which pays close attention to the latest innovations from the tech giant and plays a vital role in implementing those tools.
“Microsoft Co-pilot is a great example of how we support the company’s tools; Braintree ensures that it is at the forefront of that, having skilled staff who can take this to our customers. Essentially, we are a Microsoft end-to-end solution provider, not just a product licence seller, it is about selling a solution around the technology stack,” she explains.
“It’s one thing to sell a licence, but to implement a value-added software solution and tangible return on investment into the customer base, you need skilled and experienced people who understand the technology and the customer’s business.”
Angela points out that keeping up-to-date with the latest innovations, especially as a Microsoft partner, is an important part of the people and technology journey. “To be a Microsoft partner, one of the requirements is that Braintree is certified in the multiple designations it has with Microsoft. My role is to identify who would be the best person to acquire that certification internally,” she explains.
Unsurprisingly, AI certifications or competencies have become quite popular at the moment, and Angela views this new AI journey as mutually beneficial for people internally and the company’s customers as well.
“I’m happy to say that we have people within the company who are well-versed in AI at the moment,” she says. “People who can articulate AI’s story well in a way that showcases its benefits to our customers.”
Notably, Angela says that AI has been useful in her HR department, especially in sorting through dozens of CVs. “In the past, we (HR) had to do a lot of research, today Microsoft Co-pilot has made it easier to get information at our fingertips, we now have a template to start with,” Angela points out.
People-centric HR
“A business that knows its employees and allows its people to be the best version of themselves is so important in today’s times,” she stresses. “With remote working, it becomes even more important that our team can reach out for help or advice at any time, not only from a skills perspective, but also from a holistic wellbeing perspective.”
However, Angela’s journey hasn’t been without its challenges, namely how this vision enables the bottom line and employee retention, especially in the services environment.
“There is a war on talent, particularly in a niche market like ours. To keep the eco-system thriving, one needs to build talent from the ground up, this is where learnerships are essential” Angela advises. “Braintree’s people-centric approach has also been instrumental in its talent retention endeavors, and people rarely want to leave.”
“One effort that stands out to me the most has been bringing in a behavioural specialist and setting up a training programme that helps people to truly understand who they are, and how they can better communicate with people who are different from them,” she notes. “It’s made people far more tolerant of each other (ie., understanding detailed-orientated people vs. the bullet-point kind of people).”
A ‘safe space’, powered by AI
Looking ahead, Angela and her team plan to tap into more AI-generated initiatives. They’re currently experimenting with computer voice stress analysers (CVSAs), an AI tool that monitors the tone, speed and breathing intervals in your voice, and can determine if that person is stressed or not.
“These tools will then be coupled with support, if someone is indeed stressed, someone can then get in touch with them to offer support, or rather a safe space,” says Angela.
How does HR unwind, being given the difficult task of creating a safe space for people within Braintree, CHRO South Africa was also curious to find out how Angela has created one of her own safe spaces.
“Family time is my idea of quality time,” she says. “I love watching my kids participate in sports, and spending time with my family. I’m also an animal lover, so walking my dogs is an absolute must.”
And to unwind and let loose, Angela enjoys spending time with close friends as they indulge in the country’s world-class wines.
