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Evolving leadership with a digital lifestyle
Hengky Djojosantoso utilizes technology to build better teamwork with more effective communication
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H
engky Djojosantoso utilizes technology to build better teamwork with more effective communication.
With technology and the digital lifestyle taking over the business world, everyone has to deal with the change. And the insurance sector is no exception.
Hengky Djojosantoso, president director of PT AXA Life Indonesia, recognizes the shift in the insurance and financial service company he is currently leading.
'Time is a luxury for a lot of people, so they are shifting their shopping behavior from offline to online, and this is also happening within the financial service sector,' the 40 year-old said.
In response, he added, AXA Life had launched AXA Direct, a digital insurance service that allowed customers to access their insurance policy and statement online.
Hengky outlines that his firm has simplified the process throughout, including accessing all relevant information online.
Despite the increasing role of technology in AXA Life, Hengky emphasizes the importance of the personalized human touch. He manages everyone as they work together to achieve the vision. This means shifting the focus from sales to service, especially when it comes to human resources.
'Service is the key, so people whose job is to provide services to customers are the key.' His 13 years of experience in insurance has taught him that good service will bring sales in the end.
On top of changing rules on how services run, digital trends have also affected how a leader should manage his company. 'As a leader you need to set the vision. Then, you have to be able to influence, motivate, energize and inspire your team to achieve the vision,' said Hengky, who started his career with AXA in 2009 when he was named CMO of PT AXA Services Indonesia.
Indonesians still need to learn a lot when it comes to understanding the importance of owning an insurance policy. Rejection is not unusual in this industry. So when it comes to services like insurance, according to Hengky, motivation is crucial. He encourages his team to change their vision and start looking from the customers' perspective. 'For example, you can see how this particular insurance product can help customers achieve their children's dream instead of using difficult terms that customers wouldn't understand.'
He believes that leaders should stay close to their team, going through the change together to achieve common goals.
'A good leader should be there with the team. Some leaders tend to distance themselves from their subordinates, but I think in this digital era the generations have changed. Now, we have to play different roles, sometimes as a father, sometimes as a coach and sometimes as a friend.'
Technology has also changed the communication style and relationships between him and his subordinates. Before, he recalled, it was hard to contact a boss. 'You could send a message or meet him personally and that was it. Right now, with the different chat applications and social media available on your gadget, reaching out to your boss is much easier.'
He added, 'As a leader, we have to be open to these new communication strategies that lead to effective two-way communication. For me, this is an opportunity to leverage and make sure everyone understands the message I'm sending, whichever level they are in,' he said, laughing when confronted with the fact that this new communication technology also brings many leaders restless nights because everyone can easily reach them whenever there are problems at work.
But whatever changes happen, one thing he always keeps in mind is that when you are responsible for a lot of things, 'Your decision will somehow impact on your people, your organization and your subordinates. I think the hardest decision is when it comes to deciding the future of the company because it will also impact on our customers and stakeholders.' (Ruth Ninajanty)
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Hengky Djojosantoso
Place & Date of Birth
Surabaya, July 21, 1974
Education
Bachelor's degree in chemical engineering, Bandung Institute of Technology; master's degree in funds management, University of New South Wales.
Experience
President director of PT AXA Financial Indonesia since June 2014, previously commissioner of PT AXA Financial Indonesia (April 2013-June 2014) and president commissioner of PT AXA Life Indonesia (June 2011-May 2014)
At Ease
Modern parenting setup
I'm blessed with three daughters in their tweens. In my dictionary, parenting means befriending the girls - Sherryl, Shereva and Shelena. Today's parenting is very different from what I experienced with my parents. During my days, the rules were 'I'm your father, I'm your mother and you're my kids. I have my rules and you have to follow me.' Right now, it doesn't work that way. Sometimes we have to be their friends and joke around with them, sometimes we have to be strict in putting down rules.
When travel means culture
My family and I prefer local destinations when travelling, especially watching cultural performances and visiting temples. If we had to pick a travel destination between Hong Kong, Singapore and Yogyakarta, without doubt our first pick would be Yogyakarta. The beautiful panoramas of Borobudur and Prambanan temples are second to none. We love to watch the Ramayana dance at the temple.
Sporty Weekend
I consider sport as one significant part of my weekend routine. I only see my daughters in the morning or late at night on weekdays, so weekends are important for me. We do sport together, the simple ones like swimming or jogging around our housing complex.
