Tracy Hardy is the founder of Hardy Leaders, a coaching & consulting business with a focus on developing the grit, wit and resilience (as well as the empathy & compassion) required for all leaders in demanding operational roles. Hardy Leaders’ flagship programme is designed to enable leaders to create purposeful, joyful & effective teams that deliver powerful business results. Tracy has 22 years proven track record in fast-paced customer service and operations teams with 13 of those years as a successful operational leader. As a growth focused individual with boundless energy and enthusiasm, Tracy has worked hard to become the inspirational and resourceful, people-orientated leader and coach she is today. Her relentless focus on performance improvement and clear long-term vision means she can transform any operational strategy into deliverable objectives and ensure they are achieved! As a leadership coach, she shares her expert knowledge to guide and enable leaders to develop their knowledge & skills in the following areas:• Translating business strategy into operationalised team (and personal) purpose which cultivates accountability for their role in the success of the organisation• Purposeful goal setting aligned to the strategy with measurable outcomes for success ensures clarity of direction • Transforming purposeful goals into realistic, achievable plans with clear responsibilities so your team are focused on high value activity (less time spent on low impact tasks)• Developing your authentic coaching style to create effective, empowered teams that deliver• Flexing your influencing power to get the job done (including strategic communication & stakeholder relationship management)• Carving out time to reflect, review, reset and move forward which fosters a culture of growth (this is not a tick the box exercise)• Establish, review and share ways of working and measures of success (Processes, KPI’s, SLA’s, performance reviews) that are more than transactional because metrics matter but only if they tell the story and the team learn and grow from their mistakes• And most importantly create an environment of openness and joy that encourages everyone to contribute to the ongoing growth of the team and the overall organisation