March 2026 | 9 In fact, navigating COVID more generally was a transformative time for FINEOS, which had to support customers and claimants alike during a period of unprecedented uncertainty. Looking back, Joanne commented: “It reinforced just how essential our purpose is and why our values matter.” The pandemic is hardly the only development or challenge FINEOS has faced over the last few years, with the conversation more recently turning to the use of AI. This, of course, is an ongoing shift that is happening as we speak, meaning it is impossible for Joanne or any other HR leader to know the impact it will have long term. However, what it has shown is the importance of having a change-ready mindset. Again, this involves focusing on the people behind FINEOS, creating an environment where they can thrive no matter what. Joanne is certainly not alone as she continues to refine this culture within FINEOS, and she credits the advice given to her by CEO Michael Kelly as being vital in her recognising the true importance of creating clarity in both purpose and how a team works together. She said: “Michael introduced ‘The Advantage’ by Patrick Lencioni to senior leadership at a pivotal moment in our journey. It grounded us in the idea that having a healthy organisational culture is a true strategic advantage, and it pushed us to define not just what we do, but why we exist.” Having taken this advice and run with it, Joanne is focused on growing as a strategic leader, expanding the impact and influence she has on FINEOS by always doing more than is expected of her, in the process shaping this resilient and future-ready organisation. In closing, she added: “I’m driven to lead purpose-led transformation that delivers high-impact outcomes, which makes a meaningful difference not only to the business but to the wider ecosystem and the greater good.” It has been our privilege to celebrate Joanne and the company itself as part of our 2026 HR and Employment Awards feature, and more on the technology or the approach FINEOS has built its reputation around can be found by visiting its website, which is linked below. Contact: Joanne McMullan Company: FINEOS Web Address: https://www.fineos.com/
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