Turning High-Performer Insights into a Repeatable Leadership Model 

Written By Shilpi Kumar
 
 

pROJECT cONTEXT

A national security services provider set out to elevate the effectiveness of its Security Managers by uncovering the leadership practices that set top performers apart. The goal was to transform these insights into a practical, easy-to-use Security Manager Playbook that could be deployed company-wide to raise leadership standards, improve team performance, and deliver a consistently exceptional customer experience.

 

Client challenge

How can we enable every Security Manager to consistently demonstrate the leadership behaviors that drive high team performance, strengthen collaboration, and improve customer experience?

 
 

Project Scope

Type of Engagement
Operational Internal Research

Timeframe
5 months

 

80 hrs

In-depth field Research

160 hrs

Analysis, Recommendations

  •  In-depth field research across a representative mix of high- and mid-performing branches, resulting in hundreds of observed leadership patterns.


  • Team
    Senior Design Strategist
    Senior Design Researcher
    5 Field Researchers
    Communication Designer

    Client Team
    CEO
    Sales & Marketing Director
    2 Regional Directors

  • Design Methods Used:
    On-site research
    Shadowing
    Interviews
    Pattern identification and synthesis
    Designing success routines and playbook

    Communication Methods Used:
    Clear visual frameworks
    Pilot testing with branches
    Playbook and webinar roll-out

 
 
 

KHOJLAB APPROACH

We observed and interviewed security leaders, distilled best practices, and piloted them.

We conducted targeted site visits, shadowing and interviewing ten Security Managers, observing key meetings, interviewing Security Advisors, and Regional Managers. 

From all the observed patterns, we filtered and refined to those proven across the majority of high performers. The resulting nine “Success Routines” cover daily, weekly, and situational leadership actions, each supported with an overview of the routine, key actions to execute effectively, tips and techniques to aid adoption, and self-assessment tools for continuous improvement.

The eight-week pilot playbook was tested among eight branches.

 
 
 
 
 
 

IMPACT/OUTCOME

A scalable leadership model that raised performance standards across the organization. 

The project delivered an actionable Security Manager Playbook with nine success routines ready for company-wide adoption. A pilot program with mid-performing Security Managers, supported by high performers, validated and refined the routines before rollout. The playbook was integrated into onboarding for new Security Managers and webinar-based refreshers for existing Managers, creating alignment on a shared definition of effective leadership and driving improvements in Security Advisor performance and cross-team collaboration.

 
 
 
 
 
Shilpi Kumar