Are You Ready to Be an Outstanding Frontline Leader?

Vince MolinaroGlobal Managing Director, Strategic Solutions, Lee Hecht Harrison

Frontline Leaders: The Key to Organizational Success

Frontline leaders are essential to a company’s success. If you are working on the frontlines, you are the person closest to both customers and employees. Unlike senior executives, you have a much greater opportunity to influence what happens within the organization.

However, nearly 60% of frontline leaders fail. They are expected to implement strategies, drive change, and shape company culture. Many frontline employees, overwhelmed by high expectations, fail to recognize opportunities in front of them. As a result, they focus solely on day-to-day administrative tasks and maintaining routine operations.

If you are in a frontline leadership position, consider the following tips to enhance your effectiveness:

1. Identify Yourself as a Leader

Most frontline leaders are promoted because of their technical skills and individual performance. However, once you step into a leadership role, you must shift your mindset—first, see yourself as a leader, and only then as a technical expert. You are no longer just responsible for your own success but for the success of your team.

2. Set and Maintain High Standards

As a leader, everything you say and do must meet the highest standards. What was once acceptable as an employee may no longer be perceived the same way in a leadership position. You will quickly realize that leaders do not have the luxury of making excuses when things go wrong. Instead, they are held accountable and expected to provide solutions. To succeed, you must hold yourself to the highest standards of performance and behavior.

3. Manage the Work—Don’t Do It Yourself

Your primary responsibility is to manage your team’s performance, not to complete tasks yourself. Transition from being the person who does the work to the one who delegates and oversees it. Your satisfaction should now come from building a strong team, rather than from personal achievements. Seeing your team grow, develop, and succeed will be your greatest source of motivation. When they succeed, you succeed.

4. Master the Fundamentals of Leadership

As a frontline leader, much of your time will be spent dealing with people-related challenges—interpersonal conflicts, departmental clashes, or misaligned goals. You may be surprised at how much time and energy this requires. To be successful, develop core leadership skills such as coaching, setting clear expectations, performance management, accountability, and conflict resolution. These skills will serve you throughout your career.

5. Avoid Isolation

Since frontline leaders operate separately from the teams they manage, they can sometimes feel isolated. That’s why it’s crucial to stay connected with other leaders—both in and outside of work. Instead of relying solely on emails, make a phone call or schedule face-to-face interactions with colleagues. Stepping out of your office and engaging with fellow leaders will keep you informed, motivated, and supported.

Becoming a great frontline leader requires more than just technical expertise—it demands strong leadership, communication, and management skills. By following these principles, you can transform into an effective leader who drives performance, inspires teams, and contributes to your organization’s long-term success.