People Management: A HR Leader’s Journey

The HR Leader Spotlight with Ursula Gilleran

Human Resources plays a pivotal role in shaping organisational culture, driving growth, and supporting both people and business strategy. At the heart of HR lies people management, the ability to guide, support, and develop individuals while balancing the wider needs of the organisation. In this HR Leader Spotlight interview, Ursula reflects on her career journey and her passion for HR and people management. She shares the lessons, advice, and experiences that shaped her path from embracing challenges as opportunities for growth to highlighting the importance of communication, empathy, and a global mindset. Ursula offers valuable insights for anyone considering or developing a career in Human Resources.

Q1. Was this the career path you had always planned? What avenues did you take to bring you to where you are today?

No. My first college course choices were around Business and Information Technology. It wasn't until I started working in a multinational that I became aware of People Operations as a function. I was very intrigued at the time, but loved the work I was doing, so I didn't explore HR as a possibility for several more years. In hindsight, it was probably a good thing as I gained experience as an individual contributor, then as a team member. I then moved into people management and project management before I started my degree in HR.

Q2. What was the best piece of career advice you ever received?

I have received several words of wisdom over the years. The one that comes to mind this minute is possibly a little unorthodox. It's 'always make the most of a crisis'. It's when times are toughest, and where the challenges are the hardest, that you'll likely find the greatest opportunity for growth, innovation, and a willingness to adapt. It's often also an opportunity to have the greatest impact on your career and organisation. As Viktor Frankl suggested, it's not what's happening, it's how you choose to respond to what's happening that makes the biggest difference.

There's nothing like learning through experience to help develop your innovation, resilience, tenacity and communication skills. Build your confidence on overcoming challenges, not coasting in comfort.

Q3. For those considering a career in HR or people management, what is one piece of advice you would give them?

Ooh, narrowing it down to one piece...

"Seek first to understand, then to be understood." It's one of Stephen Covey's seven habits of highly effective people. So often I see people jumping in to 'solve' a problem or address an issue that really doesn't exist. I've done it myself. I hear what's being said. I automatically apply my own bias and assumptions and plough in with suggestions or examples of what may have worked in similar situations in the past.

More often than not, when I take a minute to recognise my bias and assumptions and stay curious longer, the presenting 'problem' is often not the root cause at all. Essentially, pausing long enough to take a 'first principles' approach. I'm not sure I'm as patient or thoughtful as Einstein, though. Apparently, he mused that if he had an hour to solve a problem, he'd spend 55 minutes thinking about the problem and five minutes on the solution.

Q4. In your view, what are the top 3 strengths that define a successful HR professional today?

This may be a cheat... but something around 'global thinking'... it goes beyond strategic thinking and critical thinking... It's seeing the interconnectedness of different factors. Recognising that we're all part of interconnected systems. It's having an eye on the intended consequences of actions (strategic) while also considering the potential unintended consequences, positive and negative (critical). People are not black and white, so it's also applying a sprinkle of emotional intelligence and metacognition in the mix... while trying to avoid analysis paralysis! In short, maybe it's as simple as 'thinking things through' (1) as much as reasonably possible.

Strong communication skills (2). Communication is key in business, and critical in HR. HR is all about maintaining effective relationships... with stakeholders, vendors, peers, potential candidates, and past employees. Strong relationships are built on a foundation of communication.

Effective Human Resources requires the ability to negotiate, persuade, encourage, challenge, investigate, support, reprimand, mediate, explain, etc. And all with different people, cultures, styles and fluency. They're also at different stages of their life and career. You can have individual or mass communication, oral or written. Knowing that the subtly of words, tone and even non-verbal communication matters - sometimes having legal consequences.

People management with HR professionals at work

Having a growth mindset (3). Things evolve. Change is constant. Expanding your knowledge in technology, data interpretation, frameworks, employment law, business and a myriad of topics is so valuable. But, don't underestimate the value you can gain from reflecting on how you responded to a situation, approached a conversation or how you're working towards your goals. Taking time to capture small improvements and consistently striving to move in the right direction can yield significant results. Don't underestimate the compounding effect of 1% better, every day.

Knowing that they trusted me to be so vulnerable was a privilege.

Q5. Over your career, what would you consider to be your best memory or achievement?

Achievements would capture things like winning business, growing teams, and delivering on significant organisational goals. But really, those are not the first things that came to mind for me. I wouldn't categorise these as my 'best memories or achievements', so allow me to deflect slightly.

I've had so many colleagues confide in me, sharing their significant personal and professional challenges. Knowing that they trusted me to be so vulnerable was a privilege. For some, the challenge felt insurmountable. Supporting them through these and seeing them emerge stronger, more confident and at peace with their choices was a blessing and humbling. You just never know what's happening for anyone else. I don't know anyone who has an 'easy life' or 'has it all together'.

Q6. If you were entering the workforce again, would you do anything differently?

In those early years, I'd probably move quicker. In hindsight, I stayed too long in roles where I wasn't being challenged by new situations and new people every day. There's nothing like learning through experience to help develop your innovation, resilience, tenacity and communication skills. Build your confidence on overcoming challenges, not coasting in comfort. Use those early career years to 'fail fast'. It helps develop your tolerance for risk and risk assessment. It's much easier to do this when the stakes are lower.

Q7. If you weren’t in your current profession, what possible path would you have chosen?

Leaning into some of my strengths around attention to detail, thinking things through, being organised and practical - I'd probably be in law as a paralegal or a detective. Or doing something in event management or event planning.

Ursula's insights provide a powerful blueprint for anyone looking to build a career in HR or for those starting out in a people management role. Our conversation is a reminder for us all to lead with empathy, invest in people, and remember that HR is ultimately the engine of company culture. Thank you Ursula.