Strategies for sustainable growth & automation

Key takeaways: 

1. Focus on profitable, long-term growth 
2. Simplify decision-making through automation
3. Protect your core while using external expertise
4. Make every decision data-driven
5. Empower your team with ambitious goals
6. Cut costs by centralizing software management

Welcome to The Efficiency Code, your guide to unlocking peak performance in finance and procurement. In this series, we decode the strategies of top industry leaders who are redefining efficiency and optimization. From embracing technology to effective spend management, discover how to achieve more with less. Join us as we crack the code to sustainable growth.

Charlene is an experienced operations leader with deep expertise in product operations and technology. As Chief Operating Officer at OnDeck Australia, a fintech company, Charlene has been instrumental in driving strategic growth and operational efficiency across multiple business functions.

With a career that spans roles at Commonwealth Bank, Deutsche Bank, and JP Morgan, Charlene brings a wealth of experience in financial services, product management, and business transformation. Since joining OnDeck nearly a decade ago, she has played a pivotal role in scaling the company's credit operations and technology, helping small businesses thrive with faster, more flexible finance institutions.

Running a successful business isn't about chasing numbers—it's about creating meaningful, sustainable progress. Charlene Batson, COO of OnDeck Australia, offers a refreshing perspective on building a resilient and innovative company.

Focus on profitable, long-term growth

Many companies fall into the trap of growing just to say they're growing. Batson is crystal clear about her approach: "We're very focused on profitability and sustainable growth over the long term. For us, it's not about growth for growth's sake."

Actionable Tip: Identify profitable customer segments and focus on their long-term lifetime value. Use data to guide these decisions and ensure a healthy balance between risk and reward.

Simplify decision-making through automation

The COVID-19 pandemic forced many businesses to rethink their operations. OnDeck's response was transformative. As Batson explains, "We created all these rules, put them into what we call our originations Bible, and took the guesswork out of our decision-making. That led to the Lightning Loan, which can deliver a decision to a small business owner in as little as 30 minutes."

Actionable Tip: Start by standardizing processes and decision-making rules. Build automation that simplifies repetitive tasks while ensuring high-quality, consistent outcomes for customers.

Protect your core while using external expertise

Not every task needs to be handled in-house. Batson's team carefully chooses what to outsource. Her guiding principle is strategic: "We outsource where it makes sense to leverage expert providers globally and insource when it's crucial for IP protection—like our credit models."

Actionable Tip: Use this principle: Outsource areas where external providers excel, and insource functions tied to your core competitive advantage. Evaluate costs and benefits before deciding.

Make every decision data-driven

Data isn't just numbers—it's the backbone of smart decision-making. Batson is unequivocal: "We're very data-driven. We don't make any decisions, whether on a loan application or a strategic project, without backing it up with data."

Actionable Tip: Implement systems to capture and analyze customer data. Regularly review this information to refine pricing strategies, monitor risk, and identify opportunities for profitability.

Empower your team with ambitious goals

Technology and data are important, but people drive real innovation. Batson's approach to team management is inspiring: "We set really audacious goals for our team and give them the space to achieve them. It's motivating and creates a sense of ownership in driving outcomes."

Actionable Tip: Encourage collaboration by defining audacious yet achievable goals. Invest in opportunities for employees to see the direct impact of their work, creating motivation and ownership.

Cut costs by centralizing software management

In today's digital world, software and cloud services can quickly become expensive. Batson's solution is pragmatic: "We're not procurement experts, so we partnered with Vertice to centralize our SaaS management. It saves us time, energy, and money while allowing our team to focus on what they do best."

Actionable Tip: Use technology platforms (like Vertice!) to monitor SaaS costs and identify inefficiencies. Conduct regular contract reviews to ensure each tool provides value and renegotiate where necessary.

The bottom line 

Charlene Batson's strategies demonstrate that successful businesses aren't built on grand gestures, but on thoughtful, consistent choices. By prioritizing sustainable growth, embracing technology strategically, valuing data, and investing in people, companies can navigate complex business landscapes.

Whether you're leading a startup or managing an established team, these insights can serve as a roadmap to more intentional and effective growth.