2015 Rising Stars in Banking: Tim Heilman

It's risky to showcase a bank's people and culture using social media. If the content is contrived or if employees aren't comfortable being creative, not only can the effort fail, it can make the bank's culture and people look foolish. Choice Financial Group took such a risk in October 2014. Under the leadership of Tim Heilman, it succeeded in creating interesting content on its Facebook page that customers share widely..NorthWestern Financial Review is honoring Heilman as a Rising Star in Banking for 2015, along with six other bankers..With more than 3,900 "likes," the bank has more than doubled the number of its Facebook followers since October. Part of the story is the bank's Facebook videos which feature employees participating in the ice bucket challenge; a remote controlled robot rampaging a miniature model city; employee reactions to eating jelly beans that taste like dog food, and even a Choice Financial rap in the style of Weird Al Yankovic..Fellow employees agree, it's the management style of Heilman that has created the success of Choice's Facebook page. The Fargo, N.D.,-based bank's chief information officer "has been an advocate for our internal culture, helping team members have passion and fun in what they do," said Lisa Artz, the bank's executive director of corporate relations..Heilman joined Choice Financial in 2004 as its chief technology officer responsible for IT infrastructure. In 2006, he was promoted to chief information officer and joined the bank's senior management team with oversight for Choice's IT and operational functions from product delivery and technology planning to resource development and strategic planning. In 2014, Heilman was asked to chair the organization's innovation committee and oversee the marketing team..Heilman has led Choice to adopt leading edge technologies. An example is IP telephones, implemented in 2006. In addition to the standard handset, the phones have a screen and camera which Choice uses for desk-to-desk video calls. Heilman also has led the bank to implement multi-person, video conferencing which has been deployed at seven of the bank's locations..The bank's video call technologies have been a central part of Choice's ability to continue a strong local bank model, said Choice CEO Brian Johnson. Choice has 16 branches – 15 spread across North Dakota and one in Minnesota. Despite their geographic distribution, branch managers participate in twice-a-week loan committee meetings and in frequent senior management meetings. "Even though we have a large footprint, we are able maintain that local connection because of the video call technology," Johnson said. "We meet face-to-face even though we are hours away.".In addition to allowing face-to-face interaction with remote managers, the video technology implemented by Heilman has produced enormous efficiency gains, Johnson said. Without the technology, about 20 senior managers would have to drive three hours or more to attend meetings. "Video conferencing saves 20 people six hours of driving," he said. "We also have the ability to interact like we are in the same room.".Heilman has won recognition from his peers for his focus on creating a culture conducive to innovation. One way the bank looks for opportunities to innovate is "collision conversations," Johnson said. "Tim has moved our marketing team so it sits next to customer service," he said. "We do not want people to be in a silo; we want them to interact about customers and communicate about what's coming up for them. Tim really has pushed to organize the bank in a way that fosters innovation.".Creating an innovative culture is about servant leadership, Heilman said. "I want to know what my people need from me," he said. "The worst thing is to only hear from your boss when you are doing things wrong. I try to look and listen so that I can catch people doing things right and can acknowledge their accomplishment. If we can build a culture where people feel empowered and don't need my permission to act, that's what spurs innovation and a better experience for our customers.".Other 2015 Rising Stars in Banking honorees:Bill LaVigne, The Bank of Elk River, Minn.Lucas White, The Fountain Trust Company, Covington, Ind.Amanda Fanning, Adams Bank & Trust, Ogallala, Neb.Mark Heinemann, Farmers State Bank of Hartland, Minn.Jennifer Kruchten, First National Bank and Trust of Beloit, Wis.Matthew Lujano, Westside State Bank in Westside, Iowa