Steady Trust: How Tom Frosina Empowers Leaders

"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.

Tom's own leadership approach embodies this philosophy, fostering a culture of trust, open communication, and collaboration that has resulted in impressive outcomes, including a 70% reduction in attrition, a dramatic boost in engagement scores, and lower absenteeism. 

So, what can we learn from Tom's leadership approach? Here are four key practices that have contributed to his success: 

1. Put Employees First

Understanding where your people are in their change journey is crucial. Tom emphasizes the importance of helping employees sustain focus without losing confidence, even in challenging situations. 

2. Embrace the Coaching Mentality

Tom hires managers who help people achieve their individual goals, leading to collective success. By embracing a coaching mentality, employees can find their own way and grow professionally. 

3. Act on Feedback

Building honest and open communication means showing people how you respond to their input. Tom's approach involves always acknowledging feedback and explaining decisions, whether implementing changes or not. 

4. Seek Expert Advice

Taking the time to explain your perspective on a problem can lead to valuable validation or new insights. Tom believes that everyone has expertise to contribute when figuring out solutions. 

At the core of Tom's best practices is a foundation of trust.

He's willing to think differently about his leadership because he trusts his people, their past accomplishments, and their potential for future growth.  

As he puts it, "People are my biggest investment, 80-85% of my budget. I need to invest in the most expensive line item. I have to keep them going." This mindset has allowed him to foster a culture of open communication, collaboration, and empowerment. 

Want to learn more about how TD Bank created an environment that cultivated broad success?  

Download our case study to discover the strategies and tactics behind Tom's leadership approach and how you can apply them to your own organization.