How to Lead the HR Function Through Uncertainty and Change
In times of uncertainty and change, effective HR leadership is crucial for organizational success. This article delves into the challenges faced by HR professionals during periods of transformation, drawing on insights from industry experts. From navigating the COVID-19 crisis to fostering trust and transparency during restructuring, discover key strategies for adapting HR practices in an ever-evolving business landscape.
- Leading Through COVID-19 Crisis
- Building Trust During Organizational Transformation
- Transparent Communication in Company Restructuring
- Adapting Business Model Amid Pandemic Uncertainty
Leading Through COVID-19 Crisis
When COVID-19 hit, everything changed overnight. One day we were in the office, the next we were at home with no roadmap. I was suddenly responsible for leading our organization's COVID response—something I had no prior experience with. I had to learn quickly, adapt constantly, and become the go-to expert in the midst of chaos.
I used every skill I had—along with instinct, common sense, and a lot of collaboration with other departments. At the same time, I had to manage the human side: calming anxious employees, navigating cultural dynamics, and offering empathy while providing steady leadership.
Although I was as anxious and concerned as the employees, I had to lead with confidence. Even though it was one of the toughest experiences of my career, it was also one of the most rewarding. It made me stronger, more empathetic, and more confident in my ability to lead through the unknown.
I learned that leadership in HR isn't about having all the answers—it's about being present, being human, and helping others feel steady when everything around them is shifting.
Building Trust During Organizational Transformation
One key lesson I've learned in leading through major change is this: Start with conversations—not with plans, data, and outcomes.
When I served first as Deputy, then as Chief Human Resources Officer for a multi-state region within a large health system, I was charged with consolidating HR functions from eight distinct organizations into a regional structure. That meant reengineering service delivery, standing up new business partner functions, and launching shared service centers—all while honoring local identities and managing significant uncertainty.
In moments like that, the instinct is to move fast—structure, technology, and metrics. But what carries a team through transformational change isn't the rollout plan. It's relationship, clarity, and trust—and those are built through consistent, upfront communication.
I learned to pause and communicate the "why" early and often. I named what was uncertain. I gave people something steady to hold onto—even if it was simply the commitment that they were heard.
The lesson wasn't new—but the stakes and pace made it easy to overlook. And that experience reinforced a leadership truth I carry forward: Change can't be pushed onto people; we have to lead them through change. It begins by listening, being real about what's ahead, and showing up with consistency—even when it's difficult.
Transparent Communication in Company Restructuring
During a major company restructuring last year, I had to lead our HR team through a period of intense uncertainty. Our goal was to downsize while maintaining morale and productivity—a tough balance. I focused on transparent communication, holding weekly town halls where employees could ask questions directly. We also trained managers on empathetic leadership, ensuring they could support their teams effectively.
One lesson I learned is that uncertainty doesn't disappear with answers; it lessens with trust. By prioritizing honesty and visibility—even when we didn't have all the answers—I saw engagement stay steady and turnover limited. Another key insight was the importance of flexible policies; we adapted quickly to remote work challenges and mental health needs.
Leading HR in that moment taught me that resilience is less about avoiding disruption and more about how you respond and care for your people.
Adapting Business Model Amid Pandemic Uncertainty
We lost 80% of our airport transfer bookings in a single week—and yet, not a single driver left.
This happened in early 2021, right as new COVID variants were announced and travel restrictions tightened again in Mexico City. I had just begun scaling our private driver operation, and suddenly, every forecast vanished. The uncertainty wasn't just about cash flow—it was about whether our drivers, who depended on us for their livelihood, would stay through the storm.
Instead of going silent, I did the opposite: I gathered every one of our drivers for a Zoom call—some joined from their phones, some parked roadside. I walked them through exactly what we knew (and didn't know), what I was doing to secure income sources, and what help would be prioritized if things got worse. Transparency replaced fear.
Then, we co-designed a new offer: instead of waiting for tourists, we shifted to longer-term private chauffeur services for locals working remotely but needing flexibility and safety. Within three weeks, 40% of our monthly revenue was back—this time from local families and executives.
The biggest lesson? HR isn't about retention. It's about trust. When you treat your team like partners—not resources—they show up even when the road ahead isn't clear.
