Imagine a customs administration once characterized by rigid hierarchies and absolute authority, now embracing openness, collaboration, and strategic thinking. This isn't a distant vision but the reality unfolding at North Macedonia Customs, where the World Customs Organization (WCO) is helping build exceptional leadership to drive modernization.
The Challenge: Breaking Traditions, Reshaping Culture
North Macedonia Customs faced classic challenges of traditional management: inflexible hierarchical structures, poor communication, and lack of strategic alignment. While newly appointed Director General Gjoko Tanasoski had initiated reforms upon taking office, transforming the organizational culture and building an effective leadership team required deeper changes.
WCO's Solution: Executive Leadership Workshop
To address these challenges, the WCO organized a three-day Top Executive Retreat (TER) from September 7-9, 2018, with key objectives:
- Establish new management culture: Emphasizing open communication, strategic thinking, and cross-department collaboration
- Enhance leadership capacity: Empowering senior managers to lead and drive reforms
- Build excellence: Supporting North Macedonia Customs' transformation into a leading customs administration
Workshop Highlights: Trust, Strategy, and Process Optimization
The retreat brought together 15 senior managers from nearly all departments. The agenda focused on practical needs:
- Building trust: Interactive discussions and team activities broke down barriers
- Unifying vision: Creating consensus on strategic direction and operational priorities
- Streamlining processes: Identifying and eliminating redundant procedures
- Creating learning culture: Encouraging continuous improvement and knowledge sharing
Outcomes: Commitment to Change
Participants emerged with shared understanding of customs' future direction and personal commitments to drive transformation. The workshop covered essential leadership dimensions:
- Self-awareness and management: Understanding personal strengths and weaknesses
- Understanding others: Developing empathy and interpersonal skills
- Positive influence: Mastering communication and motivational techniques
The "Diamond Model" (self-awareness → self-management → understanding others → positive influence) particularly resonated with participants as a leadership framework.
Sustaining Momentum: Continued Development
Recognizing time constraints limited practical skill development, North Macedonia Customs committed to ongoing leadership programs to reinforce workshop outcomes and further enhance management capabilities.
Director General's Assessment: Transformation Begins
Director General Tanasoski praised the workshop: "It achieved all objectives by making us think as a team, truly listen to each other, and recognize integrity as paramount. Our senior managers now genuinely understand one another."
WCO's Leadership Program: Enabling Customs Transformation
The WCO's Leadership and Management Development Program helps customs administrations enhance governance through customized training, consulting, and mentoring to build high-performing teams and improve operational effectiveness.
Analysis: How the Workshop Reshaped North Macedonia Customs
The retreat initiated profound cultural change through key mechanisms:
- Breaking communication barriers: Creating open dialogue across departments
- Aligning strategic vision: Establishing clear shared objectives
- Enhancing leadership skills: Improving decision-making and team motivation
- Optimizing processes: Identifying efficiency improvements
- Fostering learning: Encouraging continuous professional development
Case Example: Strategic Coordination in Action
The risk management department exemplifies the transformation. Previously isolated, it now collaborates closely with other units, sharing data to improve risk assessment accuracy and response effectiveness, significantly enhancing overall risk management.
Expert Perspective: Leadership as Transformation Catalyst
Leadership development specialists confirm that strong leadership teams enable organizations to navigate challenges, seize opportunities, and achieve objectives—precisely the outcomes targeted by WCO's program.
Looking Ahead: Continuous Improvement
North Macedonia Customs' transformation remains ongoing. Through sustained leadership development and organizational commitment, the administration continues progressing toward operational excellence and greater economic contribution.
Practical Guidance: Building Leadership Excellence
For customs administrations seeking leadership development:
- Define clear program objectives
- Assess current leadership strengths and gaps
- Select appropriate development programs
- Customize content to organizational needs
- Provide practical application opportunities
- Monitor progress and adjust approaches
- Cultivate continuous learning culture
Conclusion: Leadership-Driven Customs Modernization
North Macedonia Customs demonstrates how leadership development drives modernization. Through WCO's program, the administration has strengthened its management team, improved operations, and positioned itself for future success as an efficient, innovative institution contributing to national economic growth.