Tag Archive for: values-led leadership

Nicola Free: Managing Director, Head of CRE, EMEA, Wells Fargo

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Nicola Free“It’s hard to teach determination, but if you’ve had setbacks, and you’ve had to fight to get to where you are, it is built in you to keep going,” says Nicola Free. “It’s how quickly you bounce back, what learnings you take away, that can make you even stronger.”

With a career shaped by determination, hard-won resilience, and a commitment to leading with integrity, Free does not just navigate change — she drives it. She reflects on how embracing risk, learning from inspirational leaders, and trusting in both her existing skills and her capacity to grow have been central to her journey.

Taking Risks and Having Faith in Herself

From an early age, Free learned to be a self-starter. She reflects, “I came from a very working-class background and went to the worst school in Warwickshire. I had to teach myself my GCSEs because the classes were so disruptive.”

Determined to “do something with my life and make my parents proud,” Free was the first in her family to attend university, where she pursued law. However, it did not take long for her to realize that the legal path, while hard-earned, was not where she wanted to stay. When a client she had supported on a major securitization project invited her to help launch a CMBS platform, she made a decision that would completely change her career.

“It was definitely a big risk,” Free admits. “I would never have anticipated that I would have left the law a year after qualification, but this new opportunity sounded really interesting.”

Jumping into a completely new environment, Free recalls that “a third of it was in my comfort zone and two-thirds I was learning from scratch.” Free leaned on what she knew: her work ethic and resilience.

“Have confidence in the skills you bring, work hard to learn what you don’t know, and don’t give up at the first hurdle. Be willing to take a leap of faith. Ultimately, it’s about believing in yourself; that you’ll get there, and that you can do it.”

That mindset has carried her through ever since. Today, Free is a recognized leader in her field. As Head of Commercial Real Estate (CRE), EMEA for Wells Fargo, she is driving the firm’s CRE strategy across Europe, strengthening its capital markets capabilities, and deepening client relationships in the region.

“It’s a hugely exciting time to be a part of this business and the opportunity ahead of us…this is the year that the strategy is all coming together.”

Leading with Humility and Authenticity

When reflecting on her leadership approach, Free emphasizes the importance of clarity, humility, and authenticity.

“I always try and bring people along with me,” she says. “Give them a vision of what the strategy is, what we’re trying to achieve…make them feel like they’re part of something really special.”

She continues, “it’s about leading with integrity, humility, and doing the right thing for the business, the clients, and the strategy we’ve set for ourselves.”

Mentoring and feedback are important elements to how she leads. “The only way I managed to make a success of my career change was having good people around me who were prepared to coach and teach me,” Free says. “It’s incumbent on us all, particularly as leaders, to be that player-coach where you take the time to give people feedback and help them develop.”

She recognizes that it is also about holding oneself accountable when things go wrong and ensuring others are recognized when they go right. “When things are going really well, make sure people are getting the credit.”

Find a Culture that Aligns with Your Values and Leadership who Embody It

While Free is unquestionably guided by a strong internal compass, she also highlights the vital role that external factors, particularly an organization’s culture and leadership, play in shaping meaningful career development.

“One of the things I’ve learned throughout my career is to ask: What’s the culture? What kind of institution do you want to work for? At Wells Fargo I enjoy working for a bank that has a strong culture that I can relate to while being guided by truly inspirational leaders.”

Free is particularly inspired by Kara McShane, Head of Commercial Real Estate at Wells Fargo, “who is seen as one of the most influential women in finance.”

“To be able to work for somebody like her is really inspiring…and when you have leaders you trust and respect, you want to do your best for them.” It’s a dynamic she now pays forward to her own team. “I want them to come in and feel they’re part of something great, and that they want to succeed because they believe in me, in the business, and in the leadership above me.”

Be Bold. Own It.

Surrounded by leaders she respects, and serving as one herself, Free is acutely aware that leadership is not just about results; it’s also about presence. For women in real estate finance, that presence is still too rare at the top.

“If you’re a woman running a lending business in this industry,” she recalls reading in Real Estate Capital, “then you’re pretty extraordinary.” The line gave her pause, not out of self-congratulation, but reflection. “I come in and do my day job because I love it and want us to succeed. I don’t think of myself as any different than any other leader. But seeing that made me realize there’s a responsibility that comes with being one of the few.”

It is a responsibility that Free takes seriously. As she has risen through the ranks, invitations to speak and serve on panels have increased, and she uses them to push for broader representation. “I’m always conscious about making sure there are other women at the table, that the panels are diverse, and that we’re holding ourselves and others accountable.”

Her visibility is intentional. Instead of blending in, she embraces standing out.

“There’s a big real estate conference I go to every year,” she says. “You queue to board the flight, and it’s just a sea of men in navy suits. I make a point of wearing something bright and own the fact that I’m not the guy in the navy suit. I’m the woman in the bright red dress. It’s an opportunity to be seen.”

She emphasizes, “Being different can make you more memorable. It’s not just about gender. You might be younger, newer, or from a different background. Whatever it is, don’t be afraid to be visible. Have confidence and own it.”

Outside of work, Free applies the same conviction and focus to her personal life. She’s a mother of two daughters, and a competitive CrossFit athlete.

“I’m a strong working mom, and it demands a lot of my time, but I’m showing my girls what working hard and loving what you do can lead to and I’m not apologetic about it.” CrossFit is her outlet, her reset. “When I am training hard, I’m not thinking about anything other than being in the moment… it’s a really good way of switching off.”

That thread of determination runs through everything she does, whether it’s qualifying for a legal career, shifting into finance, growing a business, mentoring a team, or lifting a barbell.

“When things get really tough, don’t give up,” she says. “If you keep digging in, you’re going to feel so great at the end of it.”

By Jessica Robaire

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Dr. Sarah Carrier, MD: Emergency Physician, JH Quillen VA Medical Center

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Sarah Carrier“Medicine is both an Art and a Science,” says Sarah Carrier, MD. “The science is knowing what kind of disease the patient has. The art is knowing what kind of patient has the disease.”

Carrier speaks of the call to become a doctor, establishing herself as a peer among men and why soft skills matter especially in her profession.

Heeding the “Burden” to Pursue Medicine

Carrier did not come from a medical family (her parents were in engineering and real estate), but recalls being drawn from an early age. After being a volunteer “candy striper” in high school, she began to think of a career in medicine. Her mother’s solid advice was to get her foothold in nursing before seeing if she wanted to invest her study and finances in becoming a doctor.

“I spent ten years in nursing. But there’s an expression in this part of the country that people are ‘called to preach.’ They have a burden to preach, meaning they can’t not do it,” she notes. “Well, in my case, I felt called to medicine. I had a burden to be a doctor and it would not go away.”

What catalyzed the decisive moment to embark on becoming a physician, as a thirty-year old working nurse with small children four and six years, was the shock of losing a good friend in a car accident: “When she tragically died, I thought we never know how much time we’ve got on this planet, so I really don’t want to go to my grave without having tried to do what I felt I was called to.”

Despite the bewilderment of her friends, she spent a year preparing for the MCAT entrance exam and then entered medical school while raising what became three children, still practicing nursing during some of her summers.

From Nurse To “Female” Doctor

Having been a nurse before becoming a doctor gave Carrier a kindred respect for nurses: “I think first being a nurse made me a better doctor, because I know what their job is like and I’m there to work with them. Whereas a lot of physicians come in acting like the boss, it’s a different demeanor and often more of an ego thing. I knew first hand that the nurses you work with can either make your job easy or they can make it hard. You should never forget that you are on a team. You may be the Captain but it is still a team. Everyone matters.”

Working in the South, in a generally more paternalistic culture, Carrier admits that the medical environment still carries a bit of pecking order about it, though there are many more women in emergency medicine than when she began. Nonetheless, she has had to regularly “out” herself as the doctor to her patients.

“When I started, I’d go into the room and patients would presume I was the nurse. I realized it was up to me to let them know that I was in fact the doctor,” says Sarah Carrier. “In my line of work, you are meeting people on the fly. No one comes to the ED because they’re having a good day, so that’s where we start. You have to get good at gaining trust and confidence.”

Carrier has never felt she is competing against male peers in the medical field, but she has organically developed tactics to quickly establish herself as a peer, especially when doctors are calling each other up to transfer patients or get patients admitted into specialist departments, and there is just her voice to go on.

“I want to make sure they know that I’m the doctor, not the transfer coordinator, so I use their first name to create more of a level playing field. Instead of saying ‘Dr. Smith’ for example, I’ll say ‘John, this is Sarah Carrier over here in the ER’,” she notes. “I’ve found the conversation comes more collegial with that small, simple thing.”

One mentor Carrier remembers was a chief surgeon at John Hopkins who exhibited tongue-in-cheek confidence. She would walk through the hallway announcing, “Okay, the girl doctor is making the rounds.” She advised Carrier to not take nonsense from anyone and importantly, to not expect perfection from herself.

Carrier has observed the peer dynamic between female physicians is surprisingly more supportive than she experienced as a nurse. She suspects that being fewer in number relatively increases camaraderie and forthcomingness to support each other.

It’s actually outside of the hospital, when working with other women on volunteer projects, that Carrier has felt her role as a physician can seem to affect the way women relate to her, and she might hold back on that detail when first connecting as friends.

The Soft Skills of Emergency Medicine

With a range of patients from pediatrics to geriatric, women are usually involved in emergency visits, from caregivers to mothers to spouses. Carrier has found that women seem to relate better to other women in these contexts of vulnerability, so being a woman is often an asset.

“Generally speaking, I think men will more often stand with the clipboard and take care of business. In my experience, they don’t tend to try to make the emotional connection as often,” she observes. “Whereas women tend to sit down in the room and talk to people and make the emotional connection.”

She notes, “You don’t have to spend a lot of extra time, but to just sit down and ask, ‘are you under a lot of stress?‘ or ‘what’s been going on besides the baby being sick?’ is enough to let them know that you identify with their situation.”

Carrier often has to speak transparently about health to patients she’s known for only five minutes before the tests, and while she values telling it like it is, she also says that in any profession there’s a delicate line to observe: “I think patients appreciate the fact that you’ll sit down and say, ‘I’ve got some things I’ve got to tell you. Some of them are going to be hard to listen to. Some are good. Some are not so good’. You can be honest, but you don’t have to be brutally honest. You don’t have to say,’ ‘you’ve got a lung mass and it’s probably cancer’. But you can say, ’there’s something there that doesn’t belong there, we need to get some more tests and here’s the five things that might be.'”

Seeing Her Role as Education

Carrier encourages questions and educating people in a way that empowers them in their own health. She has appeared on Discovery Channel’s “Untold Stories of the ER” four times, and while the show dramatizes the emergency room, it also allows her to educate people. An episode in which she throughly explains a heart attack, around a situation where a patient was resisting the diagnosis while going into cardiac arrest, has been viewed over 500,000 times and could save lives.

“I’m basically explaining the physiology of a heart attack, which is something I deal with nearly every day. But the average person doesn’t really understand how they get from feeling fine to being literally at death’s door,” notes Carrier. “So that particular episode where I could explain in very simple terms how a heart attack works matters.”

Appreciation and Presence

Working in a 24/7 emergency situation requires calm in navigating chaos. Carrier has learned how to compartmentalize and switch gears from an urgent situation to a more standard injury, while being present to each patient. Being an emergency physician during Covid has definitely stretched her stamina.

More than anything, her job is a constant reminder of the relative nature of problems, and to appreciate her life. Since returning to school with young children, preserving quality time with family mattered more to her than achieving perfect grades. And it still matters to make that time.

She enjoys being involved in organizations where she can work beside other women outside of the medical field, such as in volunteer groups and, presently, an art commission.

By Aimee Hansen

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Year In Review 2021: The Great Reckoning

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Year in Review 2021The great resignation has taken the main stage for big news for professionals and career path navigation in 2021. With the pandemic still raging, there has been a widespread re-evaluation with “what really matters?” being the theme for professional women and men alike. The great reckoning of “does this work, and work for me?” has emerged from a combination of elements that have brought people to a point where they want to look more deeply at their values and how those values align with their workplace and firm culture, beyond the paycheck alone.

Realities such as exhaustion or burnout effect are much higher in 2021 than 2020 due to the ongoing slog of Covid and the effects it has on all aspects of life and work. McKinsey/Lean In’s most recent report on Women in the Workplace 2021 states 42% of women feel burned out regularly in 2021 as opposed to a reported 32% in 2020 and more than men in both years.

Conversely, in the same report, progress is shown at between 6-24% for the pipeline of future female senior managers and leaders, with the most progress being at SVP and C-suite levels but still not surpassing a third of all leaders in these positions. However, as someone who has covered this topic deeply for the best part of fifteen years, I want to underline that 6% may not seem big, but it can be considered as progress finally after many stalled years. This is at least a trend in the right direction of progress and you can see the numbers and insights and analysis on them from theglasshammer.com from 2011 here in all Year in Reviews.

Active Listening- Feeling Heard is Important

Is the world changing for the better? As it pertains to not tolerating overt sexism and racism, yes clearly it is, as everyone is quicker to pour light on things that just don’t fly anymore.

In fact, men are starting to behaviorally show up as allies when they should and interestingly a new Catalyst study suggests this can be dependent on whether they feel they will be heard as humans, on many topics as well as this specific one. Manager openness to hearing inputs and suggestions, from how the job should be done to elements regarding culture such as inclusion, increases the chance of men speaking up against sexism from 35% to 62%.

Feeling heard is a human trait, no one likes to think they are talking to a brick wall or invisible, yet 80% of my leadership development assignment as an executive coach to senior Wall Street women and men involves delivering the bad news that peers and direct reports feel that managers don’t listen to them. Kate Murphy’s book You’re Not Listening: What You’re Missing and Why It Matters is a compelling journalistic exploration of what happens when people listen to each other, which can apply to any relationship, spouse, friend or child as well as to being a better executive or manager. Surely, now is the time for managers to listen?

Opportunity in Disruption

‘The Great Resignation’ doesn’t have to threaten diversity efforts, but rather isn’t it time to do things better and in some cases, differently?

Some people might want to go back to the office some or even all of the time, while others might want to stay working from home some, most or all of the time- and with most landing on the same preference of being given the choice to make their own decisions. What leaders seem to be missing is that it is about empowering people with choices to control their time, not mandating face time in the building.

In fact, this topic is very much about leadership development and mindset shift. Susan Ashford, Professor in the Management and Organizations group at the University of Michigan’s Ross School of Business, explores the concept of flexing as a growth mindset for leaders. She discusses empowering people to know their needs and to be radical in their own “self management” in her new book about leadership learning called The Power of Flexing. This concept of letting employees get on with it on their terms in this Covid era world is backed up by research by Peter Capelli, Director of the Center for Human Resources at Wharton University, who suggests that in fact, many people are finding that they are thriving in a remote or a hybrid version of work. This study reveals that people are motivated when they are achieving their goals along with two very important things: feeling valued, which is the biggest driver, and being within a supported and inclusive environment. Capelli’s research also shows that getting tasks done to create a sense of purpose alone comes in last as a motivation driver, so endless piles of work in the wrong isolating conditions can lead to disengagement and quitting.

Adam Grant, Professor of Psychology at Wharton, researched back in 2007 how employee performance is increased when there is a feeling of helping an actual human by meeting with them to know about their issue and having the ability to try and help. Putting a face to a name seems to matter, and as face to face human contact has been reduced in the past eighteen months, it will be interesting when we see future research into videoconferencing (as a close second or even as a replacement?). It does seem like some major Fortune 500 companies are taking the leap of faith that remote work is the future with PwC announcing that it will allow all 40,000 of its US client services employees to work virtually and remotely, with the UK office following suit with an additional 22,000 people allowed to work remotely.

Aligning People and Technology

Getting leaders to understand the importance of aligning the human side with the operational and technological side is key to engage and retain talent – it’s futurism and that requires a lot of mental complexity as systems thinking will need to be applied. Are leaders up for the challenge?

To create the workplace of the future, it is key to start with the workforce of the future. Meryl Rosenthal, CEO of Flexpaths, has been pioneering remote and flex work for all since 2005. She sees the trend as here to stay and knows the role of leaders is crucial to success.

She comments, 
“As hybrid work increasingly becomes a reality across organizations, ensuring that alignment at the top doesn’t wane is key. At FlexPaths we are seeing more and more companies ill-prepared for the downstream impacts of poorly implemented hybrid work. With plummeting engagement, uncertain executives and ineffective communication, now is the time to focus on leaders on why it is important to get a plan as the future is now”.

People Want Acts not Ads

Finally, evolved employers must realize that employees want to see real acts, not just lip service and advertising around issues that are value-driven. Whether it is working remotely or responding to social or environmental issues, it is crucial that corporations understand that walking the talk and closing the identity gap between espoused and lived values happens. Data of both quantitative and qualitative nature is required to understand what people expect from their employer. If your company was a person, would you want to hang out with them?

We believe diversity and gender issues can be solved when companies finally understand that organizational development is important and that diversity is not about a Noah’s Ark approach but rather about lived experience. Behaviors matter as they all add up to create culture.

We wish everyone a happy, safe, peaceful and joyful festive season. See you in 2022.

By Nicki Gilmour, Founder and CEO of theglasshammer.com

Nicki founded theglasshammer in 2007 to inspire, inform and empower professional women in their careers. We have been the leading and longest running career advice online and in person media company in the USA for professional women in financial services.

We also provide executive coaching services and organizational coaching under our sister brand evolvedpeople.com

Thank you to all readers, sponsors, supporters and contributors over the past 15 years. We couldn’t do it without you!

For the women by the women.

If you want to coached by Nicki in 2022, write to her nicki@theglasshammer – to find out more about the process. She works with VP level and above.

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