Spotlighting NM Employees: Derrick’s Path to Becoming a Leader

What does it mean to be a leader? Here at Northwestern Mutual, being a leader can mean many things, including supporting professional growth and championing the career journeys of those around you.  

Meet Derrick, Mgr Client Services, who has become a leader at NM by showing up for those on his team who may have needed a guiding hand.  

Can you guide us through your career journey here at NM?  

I have been at NM since 2012 and I am one of the managers within our field client services function under the core learning and coaching team, managing a group of our coaches. I am responsible for upscaling, coaching, and really ensuring our frontline staff is in good hands.  

I started as a customer service representative (CSR), and I really enjoyed servicing our clients and field members. But then my manager at that time encouraged me to become a mentor for other CSRs, while giving me the tools and resources to develop my leadership skills. After a couple of years, an opportunity became available to be a coach. I got to work with new folks and really set the tone of who we are as an organization and show them the way. I then had another leader who said, “Hey you're going to make a good people leader one day.” She really invested in me and gave me more responsibility within the team, which prepared me for the manager position that I have today.  

How was that transition from becoming a coach to a manager role?  

Coaches are responsible for the growth and development of frontline staff members, but as a manager, you are responsible for making sure every person on your team is successful. I learned that I need to hold myself accountable to make sure these people are successful in their roles. The way I do that is by always encouraging them and providing feedback in a transparent way and reminding them that I want them to thrive in this role.  

What kind of skills have made you successful throughout your career journey?  

As I've progressed throughout my career journey, there are three key skills that I believe have made me successful.  

Being emphatic is crucial because it is so important to have a heart in leadership. While we all have responsibilities, I believe it’s important to remember the human aspect and support our team members in balancing their work and personal lives. I also believe in transparency, and I understand that employees value openness from their leaders. Surprises can lead to uncertainty, while transparency fosters trust and clarity among the team. The third skill is to always lead by example. I’ve promised myself that I would never ask my team to do something I wouldn't do myself. Whether it's tackling a high call volume or any other challenge, I firmly believe in leading by example.  

Interested in learning more about our employees? Listen to the testimonials from the people who create our culture.