250. How Empowering Your Team Drives Peak Performance

“Empower everyone to do what’s right for our customers.”

“If you take care of your employees, they’re going to take care of your customers.”

“The roll up the sleeves factor. We want people who are going to get things done and not worry about credit.”

 

Episode Summary |

In this conversation, Shannon Cassidy interviews Mark Moroz, the Executive Vice President and Chief Banking Officer at Live Oak Bank. They discuss the unique culture at Live Oak, which prioritizes employee well-being and collaboration, and how this culture translates into exceptional customer service. Mark shares insights on leadership, the importance of mentorship, and the impact of generosity, especially during challenging times like the COVID-19 pandemic. The conversation emphasizes the significance of knowing your team, providing constructive feedback, and fostering a supportive environment for both employees and customers.

 

R.O.G. Takeaway Tips |

• Collaboration and employee well-being are key to the success of the organization.
• Generosity during the COVID-19 pandemic showcased the bank's commitment to its customers.
• Feedback is essential for leadership growth and development.
• Knowing your team and their individual strengths is crucial for effective leadership.
• Mentorship plays a significant role in personal and professional growth.
• Leaders should empower their teams to take ownership and make decisions. 

 

Chapters | 

00:00 Introduction to Mark Moroz and Live Oak Bank

02:30 The Unique Culture at Live Oak Bank

05:05 Collaboration and Employee Well-being

07:36 Serving Small Businesses with Purpose

10:14 Generosity During COVID-19

13:53 Leadership and Feedback

16:42 The Importance of Knowing Your People

23:24 Building Trust Through Generosity

27:22 The Importance of Feedback in Leadership

31:10 Mentorship: A Two-Way Street

32:36 The Return on Generosity in Leadership

36:09 Empowering Teams for Success

38:54 Closing Thoughts and Reflections

Guest Bio |

Mark Moroz brings more than 20 years of experience in banking with a strong focus on digital product innovation and implementation. As the current head of operations and payments, he leads the organization’s operational priorities and drives next-generation banking initiatives. Throughout his career, Mark has become known for his expertise in navigating complex change management within large financial institutions, guiding teams through transformation while fostering professional development and high-performance cultures.

Before assuming his current role, Mark held several key leadership positions at Live Oak, including head of product and head of deposits. His earlier career includes serving as vice president of retail deposits for Barclaycard US, senior director of retail banking for Sallie Mae, vice president of marketing at JPMorgan, and senior manager of product and marketing at ING Direct US. Over the course of his two decades in the industry, he has emerged as an expert in online banking, helping secure billions in deposits to meet his organizations’ funding needs. In addition to his leadership experience, he has played a central role in supporting product development and integration across multiple banking platforms.

Mark holds a bachelor’s degree in political science/criminal justice from the University of Delaware.

 

Bridge Between Resources:

• 5 Degree Change Course
• Free N.D.I. Network Diversity Index 
• Free Generosity Quiz 

 

Credits: Mark Moroz, Host Shannon Cassidy, Bridge Between, Inc.

 

Coming Next: Please join us in two weeks, Episode 251, Special Guest, Tracy Davidson.