As a strategy consultant at various firms, including most recently at Strategy&, I would have argued that success as a manager means “leading a team to solve complex problems and deliver the best client outcomes”. While these goals remain important, my perspective on management has evolved since then.
As I transitioned from external consulting to my current role as a senior leader within the corporate strategy practice at TD Bank (6th largest bank in North America), I experienced a career highlight that reshaped my understanding of managerial success.
My team members, despite the demands of their challenging roles, told me that they have a better understanding of our mandate as advisors, feel more motivated, and have a better work-life balance, all while producing excellent deliverables. This feedback led me to reflect on the specific behaviors that contribute to this positive environment.
Here are ten (10) key learnings about what contributes to managerial success that I’d like to share with fellow people managers.
1. Building Trust and Psychological Safety
Creating a positive team climate where team members feel “safe to fail” is crucial. Positive team climate is the most important driver of psychological safety and most likely to occur when managers demonstrate supportive, consultative behaviors before they begin to challenge their teams. This means team members can think out loud without excessive filtering, knowing that any critique is well-intentioned and that their manager has their back in broader forums. Trust and psychological safety are the foundation of a productive team.
Trust isn’t built overnight. It requires consistent actions that show team members you value their input and have their best interests at heart. Open communication and regular check-ins where team members can voice concerns without fear of retribution are essential. When people feel safe, they’re more likely to innovate and take the necessary risks to drive the team forward.
2. Focusing on the Process Over the Outcome
A team feels most satisfied when their efforts to do the right thing as part of the process are encouraged and acknowledged, even before the end result is known. Emphasizing the importance of the process helps maintain motivation and morale.
Celebrating small wins and the steps taken towards achieving a goal can be incredibly motivating. It’s about recognizing effort and growth, not just the final product. This approach fosters a growth mindset within the team, encouraging continuous learning and improvement.
3. Using Cautious Language
As managers, the words we use to describe stressful situations or difficult stakeholders shape the team’s perceptions. Using neutral rather than negative labels is key to preserving morale and maintaining a positive team environment.
Language has power. Describing a challenging situation as an “opportunity for growth” rather than a “problem” can shift the team’s mindset towards a more constructive and solution-oriented approach. This subtle shift in language can help in maintaining a positive outlook even during tough times.
4. Avoiding Undue Criticism of Senior Leadership
While it’s tempting to play “good cop, bad cop” and pass the blame for hard decisions to senior management, this can undermine the team’s confidence in the firm. It’s important to navigate this balance carefully to maintain trust at all levels.
Transparency is crucial here. While it’s important to explain the rationale behind decisions, it’s equally important to present a united front. Constructive dialogue about senior management’s decisions, framed positively, can help maintain trust and respect within the team.
5. Praising in Public, Criticizing in Private
Giving credit where it’s due in broader forums is crucial, but constructive criticism should be delivered one-on-one. This approach ensures public recognition while addressing areas for improvement discreetly.
Public recognition can boost morale and motivate the team, while private, constructive feedback helps individuals grow without feeling singled out. Balancing praise and criticism in this way supports both team cohesion and personal development.
6. Recognizing the Need for a Change of Scenery
When the team is stuck at an impasse, encouraging a quick “decompression walk” can work wonders. Just 15 minutes away from the desk can significantly boost creativity and refresh the team’s mindset.
Encouraging physical movement and a change of environment can help break mental blocks. Whether it’s a short walk, a team coffee break, or a brief outdoor meeting, these breaks can lead to fresh perspectives and renewed energy.
7. Watching for Burnout Among Top Performers
High achievers often face the dual pressures of external expectations and their own high standards. It’s essential to recognize when they need support to re-center and prevent burnout.
Regularly checking in with top performers and encouraging them to take time off when needed can prevent burnout. Offering resources for stress management and promoting a healthy work-life balance are key to sustaining their high performance in the long run.
8. Avoiding Favorites
Just as a parent shouldn’t overtly pick a favorite child, managers should ensure every team member feels valued. This approach fosters a sense of fairness and belonging within the team.
Equality and fairness are vital for team cohesion. Each member should feel their contributions are valued and that they have equal opportunities for growth and recognition. This creates a more inclusive and motivated team environment.
9. Being Human
Sharing your own struggles and acknowledging that everyone has good and bad days helps create a safe space for your team to share what drives them, what makes them tick, and when they need more support.
Vulnerability is a powerful leadership tool. By sharing your own challenges and how you overcome them, you build deeper connections with your team. It shows them that it’s okay to have difficulties and that seeking support is a strength, not a weakness.
10. Giving Flexibility and Ownership
Empowering team members with flexibility and ownership is pivotal for nurturing autonomy and boosting productivity. When individuals have the freedom to shape their work methods and are entrusted with significant responsibilities, they tend to feel more motivated and committed.
While junior members might require more prescriptive guidance in the beginning, incrementally promoting autonomy alongside clear guidance and support enable them to take initiative, make informed decisions, and collaborate effectively towards achieving shared objectives with heightened satisfaction and impact.
Final thoughts
These ten lessons have profoundly influenced my approach to management. They’ve taught me that success as a people manager is not just about delivering results but also about fostering an environment where team members can thrive both professionally and personally.
Jason Oh is a Senior Manager at TD Bank’s Enterprise Strategy team. Previously, he was at Strategy&, EY, and Novantas as a strategy consultant, where he led and contributed to a range of high-impact projects that drove both the top- and bottom-line growth across the financial services sector.
Image: DALL-E
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