Mark Young

Q: What most notably stands out about your leadership style or what is an example of leadership success you can share with our readers?

One important aspect for a successful leader is developing an ability to foster collaboration and empowerment for the team at multiple positions within the company. Meaningfully empowered team members take great responsibility over customer experiences and deliver consistent results.

Taking responsibility over a process was best exhibited in our #SparkNBAZ program, which enables associates to submit ideas for improvement that impact our operating environment. This opportunity encourages skill and thought leadership beyond individual roles for the benefit of all stakeholders (customers, company and associates).

Ideas are reviewed by the executive team, and implemented at their direction through a dedicated project manager. This facilitates equal access and consideration. Since the program’s inception in 2018, our associates have submitted 1,425 ideas.

Q: What impact has COVID-19 or the disruptions of the past 18 months had on you as a leader?

During this unprecedented and tumultuous time, our associates were able to quickly and efficiently provide ensured access to customers and contend with temporary branch closures and social distancing.

We believe a relationship bank has a responsibility to do what’s right and be available for clients, regardless of outside circumstances.

For us, that meant we had to be flexible with work location, and quickly implement a standard of communication to avoid the impersonal nature that permeates a remote work environment.

While remote work is beneficial at times, we place great value on our internal and external relationships. The final chapter of the economic challenges presented from the pandemic still reside with us to a meaningful degree today in terms of productivity — especially in light of extremely tight labor markets. However, that condition will undoubtedly subside and self-correct near term as labor markets ease.

Q: What do you feel we can be doing as a business community to empower economic growth here?

As a very young and dynamic city, Phoenix’s leadership community should pay close attention to the desires of its citizens. Those can be well monitored within the research from The Center for The Future of Arizona.

Providing resources necessary to ensure the success of our local small business owners is critically important (skilled workforce, capital, natural resources, low taxes, pro-business climate …) to the future economic success of our state. That is why our leaders devote significant time to local organizations, promote financial literacy, invest in networking sessions with local small businesses, and host a bank-funded TV show, “Arizona Business Today.” These all showcase customer experiences that help us tailor our services to fit their needs.

Q: What is new and notable for your company’s near future that will impact our economy?

Significant improvements in technology within our bank have provided even more convenient and accessible lending options for small businesses without sacrificing our ability to provide personal service. Over the last couple of years, we have improved our customers’ digital experience with a new, easier to navigate website and digital banking platform. In addition, National Bank of Arizona provides discounted pricing based upon the client’s entire banking relationship.