Unlocking the DNA of the High-Performing Branch Manager.

High-Performing Branch Manager Research

Context
FirstService wanted to understand what drives high performance among branch managers across its network of companies operating in more than 200 locations across North America, each with their own branch manager. The goal was to identify the factors, experiences, and organizational conditions that contribute to exceptional results and long-term success, in order to strengthen recruitment, onboarding, and leadership support across the enterprise.

Our Role
Colab, in partnership with 4Sight Partners, led a program development research process involving structured interviews with 30 high-performing branch managers from five FirstService companies: California Closets, First OnSite, Century Fire, Roofing Corporation, and Paul Davis. The research explored the full manager experience, including recruitment, onboarding, goal clarity, leadership, communication, and organizational culture.

Following the research, a facilitated leadership session reviewed findings, identified cross-company themes, and co-created strategies to enhance branch manager recruitment, onboarding, and development. These sessions supported shared learning across companies and helped translate insights into practical actions and organizational priorities.

Outcome
The findings provided a clear picture of the attributes, supports, and leadership practices that contribute to the top-performing branch managers. The process equipped FirstService leaders with actionable insights and a shared framework for identifying, selecting, and supporting high-performing branch managers, setting the stage for improved talent development and organizational alignment across the network.