Discover the Mindset of an Award-Winning Team Leader - with Hector Farmer

Hector Farmer is the Digital Team Manager for TSB Bank’s Customer Engagement Centre.

He’s been a Digital Team Manager for the past 7 years, at 2 different banks. In 2020, he won the Customer Contact Network of New Zealand, National Team Leader of the Year Award.

He’s got a fantastic mindset which helps his people thrive. Exactly the sort of mindset to look for if you’re recruiting Team Leaders, or to replicate if you’re a Team Leader.

Hector's Top 3 Tips:

Share your “Why” with your team. And if you can, align your “Why” to that of your business. Purpose matters (11:45).

Have positive intent in how you coach and lead your team. It’s the foundation of great leadership. When you create a safe environment for your people, they’re empowered to be their best selves (12:03).

Slow down to speed up, by stepping back from the detail, and doing what only you can do as a leader - setting strategy, enabling others, and removing barriers (12:21).

You'll Learn:

Hector’s apple orchard metaphor, which shows how you can help your team deliver great customer outcomes (03:42).

The actions Hector takes each day to help his team thrive (05:52).

The emotional bank account each of your team has, and why it’s vital to keep topping it up (06:15).

The model which Hector uses to identify what coaching each team member needs (06:56).

See the full show notes here: https://bravatrak.com/hector-farmer-podcast  

Connect with Hector here: https://www.linkedin.com/in/hector-farmer-488a68161/

If you’d like some ideas on how an evidence-based Coaching System can help you reduce unplanned absenteeism and attrition - while boosting employee engagement and customer experience - send me an email at blairs@bravatrak.com to book your 15-minute chat over Zoom or Teams.