"There isn't a playbook for every challenge," says Tom Frosina, Operations Leader at TD Bank.
Tom knows that leadership isn't about following a script. Instead, effective leaders must be able to adapt, innovate, and empower their teams to succeed.
As a leader, your days are jam-packed —meetings, emails, putting out fires, rinse and repeat.
It's enough to make your head spin. With all the demands on your time, it can be tempting to skip over those daily check-ins with your team. But trust us, that would be a costly mistake.
What would happen if you applied some of the best and most modern practices for improving leadership performance in a sector that has traditionally shunned this kind of investment?
That was the question being asked by executives at TD Bank’s Retail Card Services, who oversee the call centers through their Merchant Solutions and Customer Service operation.
How well do you really know your team?
Beyond their job titles and performance metrics, what's the underlying story? The answer might surprise you.
Hybrid work continues to impact employees’ preferences, but how does it impact their leaders?
In 2021, the World Trend Index reported that 73% of employees wanted flexible remote work options. The latest insights from Gallup show the number dipping only slightly to 60% today. Remote-capable employees are getting what they want, as most are working in a hybrid or exclusively remote arrangement. But are leaders getting what they need to provide support and get results?
When was the last time your team left a meeting feeling genuinely inspired?
If you're struggling to remember, you're not alone. In a world of endless emails and back-to-back video calls, truly effective leadership communication has become a rare skill. It's not about how many words you say, but how deeply they resonate. It's about turning strategy into action, and hesitation into momentum.
What does organizational change have to do with spaghetti?
You remember the old spaghetti test. Throw a strand at the wall and if it sticks, it's done. Unfortunately, some leaders approach organizational change with the same haphazard method.
Imagine a high-stakes business negotiation.
Your palms are sweaty, your mind racing. How you talk to yourself in that moment can dramatically impact the outcome. Research shows that the words we use internally can influence everything from decision-making to stress levels.
Leaders everywhere are talking about Employee Experience, and for good reason.
EX is perhaps the single most important thing an employer can do to improve engagement, productivity, and retention.
It was a perfect storm that threatened a large company’s entire Employee Experience (EX).
A major player in the technology sector, this company was facing a restructuring triggered by an acquisition. From the moment the deal was announced, employees knew layoffs were likely.
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