Her early consulting years revealed what she now calls her “sweet spot” – optimizing human resources organizations to unlock human potential. But for her, HR has never been about management; it’s about empowerment. Guided by her mantra, “Organizations are successful when their people are successful” she shaped a career that blends analytical insight with emotional intelligence.

Today, as Chief HR & People Officer at Services for the UnderServed (S:US), Margaret-Ann leads a workforce of more than 1,900 with both empathy and strategy. Her leadership philosophy is rooted in action – creating inclusive, data-driven systems that help people thrive. What sets her apart is her conviction that transformation begins when leaders put people first, and she has made that conviction the foundation of her work.

A Defining Milestone: From Corporate Consulting to Mission-Driven Leadership

Among the many chapters of Margaret-Ann’s distinguished career, one stands out as truly transformative – her transition from global consulting to nonprofit leadership. After decades at major firms such as Accenture, PwC, and ManpowerGroup, she took a leap of purpose to join S:US, first as an interim leader.

It didn’t take long for the experience to change her perspective entirely. Witnessing the dedication of S:US’s staff – whose work directly impacts the lives of tens of thousands of New Yorkers – was, in her words, “life-changing.” What began as a temporary assignment evolved into a calling. She chose to stay and take on the permanent role of Chief HR & People Officer, bringing with her the full force of her global experience and her deeply human approach to leadership.

This move marked a defining milestone – not merely a career pivot, but a personal realignment with purpose. At S:US, she now leads HR strategy to empower frontline teams, ensuring that every initiative reflects the organization’s mission of equity, compassion, and service. It was, as she says, her moment to “follow my own advice” – to step out from consulting and into the arena of hands-on transformation.

Shaping the Future: Agile HR in Action

Under Margaret-Ann’s leadership, S:US is pioneering a new model of HR – one that is agile, adaptive, and deeply human. She envisions a future where HR is not a static function, but a living ecosystem that learns, evolves, and co-creates with the people it serves.

She describes this shift as “a move away from perfectionism and toward progressive iteration.” At its core, agile HR is about embracing experimentation, failing fast, and learning faster.

At S:US, this philosophy manifests through:

• Rapid Prototyping: New initiatives are piloted swiftly, feedback is gathered early, and strategies evolve in real time.
• Empowered Teams: HR is positioned as a strategic partner, enabling employees to co-create their own growth paths and take ownership of outcomes.
• Data-Driven Decisions: Analytics now inform everything from recruitment and engagement to retention, ensuring responsiveness to the workforce’s changing needs.
• Inclusive Culture: Diversity is celebrated not as a compliance goal but as a driver of creativity and resilience.

For a mission-driven organization like S:US, where staff work tirelessly to support vulnerable communities, this agile approach ensures that the HR function remains aligned, innovative, and deeply supportive of both people and purpose.

The Heart of Leadership: Radical Candor and Kindness

When asked what advice she has for aspiring leaders, Margaret-Ann doesn’t hesitate: “Lead with both heart and honesty.” In her view, kindness has evolved from a personal virtue into a strategic advantage.

She believes in radical candor – a leadership philosophy that balances empathy with accountability. True kindness, she explains, doesn’t mean avoiding tough conversations; it means caring enough to be honest. “The most compassionate leaders” she says, “are those who care personally while challenging directly.”

For Margaret-Ann, this approach builds the foundation of psychological safety – a culture where individuals feel valued, heard, and empowered to grow. Supportive leadership, she says, is about being present, listening deeply, and giving feedback with empathy. It’s not about being nice; it’s about being constructively honest, intentionally inclusive, and relentlessly encouraging.

At S:US, where the mission is rooted in human service and equity, such leadership is essential. It creates a ripple effect that extends beyond the workplace – into communities, families, and lives.

A Legacy of Empowerment

Margaret-Ann Cole’s story is one of courage, compassion, and conviction. Her journey from corporate consulting to nonprofit transformation demonstrates that leadership is not defined by titles, but by the lives it touches.

Through every chapter of her career, she has remained committed to one idea: when people are empowered, organizations thrive – and when organizations thrive, they can change the world.

Her message for the next generation of leaders is simple but profound: Lead with empathy, act with purpose, and never underestimate the power of kindness to transform both people and performance.