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Leaders today face constant change, public scrutiny, and the challenge of guiding diverse teams. Pos Malaysia’s Group Chief People Officer outlines the traits that define leadership in a disrupted world.
Being a leader today is no easy task. Rapid changes, public visibility, and complex team dynamics mean leaders must be agile, empathetic, and technologically fluent. In her keynote at Day 2 of Learning & Development Asia 2025, Malaysia, Natalia Navin (pictured above), Group Chief People Officer, Pos Malaysia, unpacked what modern leadership looks like.
Natalia began by highlighting the need for clarity in uncertain times, stressing that while leaders may not be able to eliminate external pressures such as economic shifts or regulatory changes, they can provide focus. Comparing leadership to driving through a fog, she said leaders cannot remove every obstacle, but they can help their teams understand the terrain ahead. Clear communication keeps teams grounded amid complexity.
Empathy, she added, lies at the heart of effective leadership. Being kind does not mean lowering standards.
"Every person is like an iceberg. We see only a small part of who they are; most of their story lies beneath the surface. Make the effort to understand that."
She recalled a formative moment early in her career, when her manager paused a hectic day to guide her through an overwhelming project – an act of support that shaped her own leadership philosophy around trust, support and compassion.
Turning to technology, she noted that leaders do not need to be experts, but they must stay curious. By demonstrating a willingness to learn, leaders model adaptability and inspire their teams to explore and experiment with new tools.
Natalia also spoke about the gap between intention and impact. While many leaders believe they are inspiring their teams, employees often experience something different. Leaders, she said, must ensure their energy and actions match their intentions.
This connects directly to coaching. Guiding rather than controlling requires trust – and trust begins with generous listening. "Listen to understand, not to respond," she urged. Creating an environment where mistakes are allowed and handled as part of learning, she added, fosters ownership and pride.
Consistency matters just as much. Leaders who follow through, respond predictably, and set realistic expectations create psychological safety, enabling teams to focus on performance rather than uncertainty.
Modern leadership, Natalia noted, has shifted from command to inspiration. Influence now stems from understanding individual motivations and empowering people, not relying on titles. Employees want to feel part of a meaningful system, not treated as interchangeable parts.
"Two-way communication strengthens this dynamic. Leaders must engage with employees at all levels and ensure that the quieter voices are also being heard," she emphasised. Organisations that embrace networked communication – rather than rigid hierarchies – gain richer perspectives and adapt more quickly.
Psychological safety underpins it all. Far from encouraging complacency, it fuels resilience, connection, and sustainable performance. Natalia shared a moment from her own career, recalling how a manager once promoted her despite her self-doubt. "Do you trust me? I believe in you", the manager had told her – a simple yet powerful affirmation that bolstered her confidence to take risks and grow.
She closed the session by outlining Pos Malaysia’s ‘FIT’ leadership framework: focused, intelligent, and thriving. Focused leadership means delivering strategy and customer promises with clarity. Intelligent leadership requires modelling values through consistent behaviour. Thriving centres on managing energy with resilience and positivity.
Together, 'FIT' provides leaders at Pos Malaysia with a practical guide to building trust, inspiring commitment, and sustaining performance – all in service of delivering a better tomorrow.
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Lead image / HRO
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