Meet regularly with direct reports. Use the Four P framework to organize your conversations:
People, process, projects, profit.
People: Have them update you on anyone they may be responsible for. Ask who the promising leaders are and how they’re being developed for their next roles. Find out who’s not performing and what’s being done to get them on track.
Processes: Have them explain what process changes they are working on to improve their performance and the customer experience.
Projects: Have them describe the initiatives they’re working on to upgrade the services they’re responsible for.
Profit: Have them give you status reports on their financial responsibilities. This includes their attention to time management, overtime and cost controls. Time is money.