Staying attuned to the needs of the frontline workforce is a critical, yet often complex, undertaking for Chief Human Resources Officers (CHROs) across industries. This focus directly influences a multitude of organizational pillars, including employee engagement, the adoption of benefits programs, and ultimately, talent retention. When executed effectively, prioritizing the frontline can foster an environment where employees feel genuinely valued and recognized, cultivating a culture that drives tangible business outcomes. This philosophy is at the core of Tanya Hart’s leadership as CHRO of First Horizon Bank, a venerable financial institution with over 160 years of history rooted in Tennessee. Hart’s tenure at First Horizon is particularly noteworthy, spanning more than 35 years and commencing with a customer-facing role as a bank teller before her ascension to the CHRO position in 2021.
This unique career trajectory, beginning on the front lines and culminating in a senior executive role, positions Hart to lead with a profound understanding and empathy for the experiences of associates at all levels of the organization. Her personal journey has provided her with an invaluable perspective that shapes her strategic decisions. "My first role was customer-facing, and it’s something I think about all the time," Hart shared. "It’s shaped how I think about things as CHRO." This firsthand experience with customer interaction and the daily realities faced by frontline employees provides her with a distinct advantage in understanding the intricate needs and challenges of the bank’s diverse workforce.
A Foundation Built on Diverse Experience
Hart’s professional development at First Horizon has been characterized by a deliberate and comprehensive immersion in various facets of the business. Her initial decade was dedicated to customer-facing roles, encompassing positions in customer service and corporate training. This was followed by another ten years as a financial planner, a period that honed her understanding of financial products, client relationships, and market dynamics. It was during this extensive period of client and customer engagement that Hart experienced a significant professional realization. "I had this big a-ha moment," she recalled, describing her transition into the HR domain. This pivot into human resources allowed her to leverage her deep understanding of associate needs, which she had been cultivating for two decades. Her experience in diverse roles within the bank provided her with a holistic view of operations, from the direct customer interaction at the teller window to the strategic planning of financial advice.
Upon entering HR, Hart has contributed across key areas including Diversity, Equity, and Inclusion (DEI), benefits administration, and compensation strategies. The foundational "muscle" she developed over 20 years of direct associate interaction and client engagement proved instrumental. This experience fostered a keen awareness of the critical importance of personalization and active employee listening in cultivating a truly engaged workforce. She recognized that effective HR strategies are not one-size-fits-all but require a nuanced understanding of individual and group needs.
Data-Driven Enhancements to Total Rewards
The area of benefits has been a particular focus for Hart, serving as a tangible manifestation of the bank’s commitment to its employees. Recognizing that total rewards packages are a significant factor in employee satisfaction and retention, First Horizon, under Hart’s guidance, has implemented a robust feedback mechanism. Annually, employees are invited to assess their total rewards package, providing valuable insights that directly inform organizational adjustments. This iterative process has led to significant enhancements in key areas. Notably, the bank has expanded Paid Time Off (PTO) allocations, increased the minimum wage for its employees, and introduced performance-based bonus incentives. These adjustments are not arbitrary but are directly responsive to employee input, demonstrating a commitment to acting upon feedback.
This emphasis on employee feedback is a cornerstone of a broader strategic initiative within First Horizon to enable data-driven decision-making across all functions, including benefits. Hart has made this a priority since assuming the CHRO role. "Since I’ve been CHRO, one of the things I’ve been really focused on is looking at the data and allowing it to guide our decisions," she stated. This data-centric approach ensures that HR initiatives are not based on assumptions but on empirical evidence, leading to more effective and impactful strategies. For instance, analysis of benefits utilization data, coupled with employee survey results, can reveal unmet needs or underutilized programs, prompting targeted interventions. This analytical rigor extends beyond benefits to encompass talent acquisition, employee development, and workforce planning.
Navigating the Future of Work: AI and Skill Development
In an era defined by rapid technological advancement, HR leaders are increasingly tasked with navigating the evolving landscape of work, particularly the integration of Artificial Intelligence (AI). Hart views confronting these changes head-on with associates as paramount. "We’ve been in business for 162 years, so we’ve seen things change a lot in the way we work," she observed. "The first thing we need to do is be honest." This commitment to transparency is crucial in fostering trust and mitigating anxieties associated with technological disruption.
First Horizon’s leadership team is actively engaged in educating associates about tech-driven changes and encouraging them to proactively enhance their skill sets. Approximately 18 months ago, the organization launched a targeted skills development program designed to equip employees with the competencies needed for the future. This initiative is a clear signal of the bank’s dedication to its people. "We double-clicked here to show that we are focused on our people first," Hart emphasized. "As the tech evolves, we’re helping our associates build new skills while continuing to strengthen leadership, communication, and adaptability skills that will help them." This holistic approach to development acknowledges that while technical proficiency is important, foundational soft skills remain indispensable for career longevity and adaptability in a dynamic work environment.
The Enduring Power of Mentorship and Growth
Beyond formal skills development programs, First Horizon’s investment in mentorship serves as another vital avenue for employee growth. The bank boasts a formal mentorship program that has been in place for over 15 years, complemented by informal mentorship opportunities that have existed even longer. This long-standing commitment to fostering mentor-mentee relationships underscores the bank’s belief in the power of guidance and shared experience. Mentorship played a pivotal role in Hart’s own career trajectory at First Horizon, highlighting its significance as a catalyst for professional development.
Reflecting on her own journey, Hart noted, "I’ve had a mentor since before we were really describing them as mentors. Many people in my career saw things in me before I even saw them for myself, so I was always the first one to raise my hand." This proactive engagement, fueled by the support and recognition from mentors, allowed her to seize opportunities she might not have otherwise pursued. The availability of such growth pathways is a significant contributor to her extended tenure with the bank. "It wasn’t a career path I would have drawn out for myself, but because the opportunities were there and I was curious, I raised my hand for these assignments, and that kept me here and kept me challenged," Hart concluded. This narrative underscores the symbiotic relationship between an organization’s commitment to fostering growth and an individual’s drive to learn and contribute.
Impact on Business Outcomes and Industry Trends
The strategic focus on the frontline workforce and associate development at First Horizon Bank has demonstrable implications for business outcomes. By ensuring employees feel seen, heard, and invested in, the bank cultivates higher levels of engagement, which is directly correlated with increased productivity, improved customer service, and reduced employee turnover. According to a 2023 report by Gallup, highly engaged teams show 23% higher profitability. This suggests that Hart’s emphasis on frontline needs is not merely an HR initiative but a strategic driver of financial performance.
Furthermore, First Horizon’s proactive approach to AI and skill development positions it favorably in an increasingly competitive financial services landscape. As technological advancements reshape the industry, organizations that can effectively upskill and reskill their workforce will possess a significant competitive advantage. By investing in their people, First Horizon is building a resilient and adaptable workforce capable of navigating future challenges and opportunities. This approach also aligns with broader industry trends, where companies are increasingly recognizing the importance of human capital as a key differentiator. The Financial Times reported in late 2023 that companies with strong employee engagement and development programs tend to outperform their peers in innovation and market share.
A Legacy of Support and Evolution
First Horizon Bank, with its deep historical roots, understands the importance of evolving with the times while remaining true to its core values. Tanya Hart’s leadership embodies this balance, leveraging her extensive experience to champion initiatives that benefit both the associates and the institution. Her journey from a bank teller to CHRO provides a compelling narrative of internal growth and opportunity, a testament to the bank’s commitment to fostering talent from within.
The bank’s consistent investment in employee development, from formal training programs to informal mentorship, creates a virtuous cycle of learning and retention. This strategy is particularly critical in the financial sector, where trust, expertise, and customer relationships are paramount. By empowering its frontline staff through enhanced benefits, skills development, and a culture of listening, First Horizon is not only ensuring employee satisfaction but also strengthening its capacity to deliver exceptional service and achieve sustained business success. The bank’s approach serves as a model for other organizations seeking to build a more engaged, skilled, and resilient workforce in the face of ongoing economic and technological transformations. The commitment to transparency regarding AI, coupled with concrete steps to support employees through this transition, demonstrates a forward-thinking strategy that prioritizes human capital alongside technological advancement. This holistic vision is crucial for long-term organizational health and competitive positioning in the dynamic global economy.
