Leading with Certainty in Uncertain Times

CEO Les Hiscoe contributed a thought leader report to Crain’s New York Business on how to lead through chaos. Read the full Crain’s article here and below.

Leaders are currently navigating an era defined by rapid change, uncertainty, challenges and, on some days, chaos. Within this complexity lies an opportunity: a chance to lead with greater purpose, resilience, and humanity. At Shawmut, our leadership is intentionally rooted in empathy, adaptability, and a steadfast commitment to our people and values. These principles guided Shawmut from $1 billion to $2 billion over the past five years and helped us emerge stronger than ever in the post-pandemic landscape. They continue to help shape our people to be great builders whose purpose is to deliver the best for their clients, partners, communities, and each other.

Here’s what I’ve learned from leading through chaos and uncertainty, no matter which industry you’re in.

Foster a Resilient, People-First Culture

At the heart of Shawmut’s success is our people. We’ve prioritized mental health, well-being, and flexibility—not just as a response to crisis, but as a long-term strategy. Resilience begins with a culture that supports individuals holistically. That means creating environments where people feel safe, valued, and empowered to bring their best selves to work. It’s why our safety program focuses on both physical and mental health—with a Mental Health & Wellness Leadership Group that continues to search for ways to expand our awareness and programs. It’s why we launched our flexible work program, Shawmut Flex, back in 2016 to ensure that people could adjust their schedules and work locations to thrive both professionally and personally.

When people feel safe and supported, they’re able to perform their best and shine for their clients—even in the face of continuous challenges and uncertainty.

Drive Innovation Through Inclusive Collaboration

Innovation doesn’t happen in a vacuum. It’s born from diverse perspectives and inclusive collaboration. At Shawmut, we’ve embraced agility by listening deeply—to our clients, our teams, and our communities—and by fostering a culture of continuous learning. Our Technology Pilot Program is a great example of this. Our project teams are encouraged to pilot technologies on their jobsites, with no penalty of failure if the program doesn’t meet our needs. This has led to the successful launch of an enterprise-wide safety platform—discovered by boots-on-the-ground innovation champions who saw a need to capture data and engage our tradespeople, helping us work toward our goal of reducing safety incidents to zero.

A work environment that empowers its people to innovate and think creatively already has the groundwork laid to quickly pivot and flex in a volatile market.

Lead with Transparency and Empathy

Trust is the foundation of any successful organization, and it’s built through transparent communication and value-driven decision-making. During times of uncertainty, people look to leaders for clarity and reassurance. It’s an opportunity to show the path forward—and how it’s rooted in the values that have always guided the business. I’ve found that being open—about challenges, decisions, and the future—fosters alignment and strengthens collective resolve. As a 100% employee-owned company, this is even more critical. 

An organization’s power comes when everyone is working towards the same goal and understands what it will take to get there.

The role of leadership is ever-evolving, especially in times of uncertainty. It’s about creating meaning, building resilience, and leading with heart. At Shawmut, we’re committed to doing just that. And I believe that by embracing a people-first approach, inclusive collaboration, innovation, and transparent leadership, any organization can not only weather a storm—but emerge from it stronger than ever before.