Learning how to become a good business leader

Insurance & Risk: Sona

I had received some support before stepping into the role, and fortunately my previous manager, someone from whom I had learnt a great deal, became my new boss.

Unfortunately, only two months later, a corporate restructure meant he was gone.

Suddenly, I found myself rushing to meet head office deadlines and client expectations, dealing with insurer relationships, claims, colleagues and new business opportunities. I was trying to figure out what leadership was actually supposed to look like and I did the best I could, but the reality was I didn’t really know what I was meant to be doing.

That experience became one of the most valuable lessons of my career.

Finding simplicity

Over the years, through plenty of reading, listening, learning and, most importantly, experience, I realised leadership doesn’t have to be as complicated as I first thought. Today, I believe my role comes down to three key responsibilities: coaching my leadership team, nurturing the right culture and providing clear direction. Of course, none of those is a simple task, but they’re far more effective than trying to solve every problem myself. Good leaders don’t need to have all the answers; they need to create an environment where their people can find them. That shift in mindset transformed not only how I lead, but also how our business grows.

Understanding your industry is another essential part of leadership. One of the books that has stayed with me is ‘Good to Great’ by Jim Collins, and its lessons are just as relevant in insurance as in other sectors. If you don’t truly understand your industry, it’s incredibly difficult to lead effectively. For me, that means understanding far more than insurance products, it means knowing how our services genuinely help clients at every stage of their journey and constantly asking how we can improve it. It’s an iterative process; there isn’t a silver bullet to solve complex issues, given that every client is different and every business faces its own challenges. That’s why relationships remain at the heart of everything we do.

Looking ahead

Is leadership driven by instinct or by data? My answer is simple: always know your numbers. Good data gives you confidence, provides context and helps you make informed decisions. But numbers only tell part of the story; experience and conversations are what bring those numbers to life. The best decisions are made when evidence and intuition work together.

Looking ahead, I’m excited for the future of insurance. Artificial intelligence is already changing the way businesses operate and insurance will be no exception. It offers enormous opportunities to improve efficiency and enhance customer service. What it can’t and never will replace, however, is genuine human connection. Technology will continue to evolve, but trust, relationships and good advice will remain the foundations of great insurance.