‘My leadership style has changed a lot’ – Marika Tonna, Business First CEO

In the sphere of business support services, Business First has established itself as a crucial touchpoint for Malta’s entrepreneurial community. At its helm, CEO Marika Tonna has seen an evolution in her leadership approach, shaped by both personal reflection and professional experiences.

“I started my management career in the late 1980s, early 1990s. It was a time when we worked very hard, for very long hours. You just wouldn’t say no to your boss. Well-being didn’t even cross your mind,” Marika reflects, looking back on her career trajectory.

Now, as the CEO approaches her 60th birthday, she acknowledges that her perspective on leadership has transformed significantly. “My leadership style has changed a lot. I, as a human being, have changed a lot,” she shares, describing a shift towards a more empathetic and collaborative approach to management.

This evolution was particularly influenced by a challenging period last year when a team member faced serious illness. “I remember receiving the news that our colleague was not well. It really changes your perspective on life, on work, on everything,” the CEO explains, reflecting on how this experience reinforced her commitment to fostering a more supportive workplace culture.

“I think I’ve become more empathetic and more focused on strengthening my interpersonal relationships with my staff – on trying to promote harmony and team spirit while always keeping our goals and standards in mind,” she maintains.

Under Marika’s leadership, Business First has remained dedicated to efficient service delivery while adapting to changing business landscapes. The organisation continues to serve a growing number of clients while expanding its services. Maintaining high-quality standards with the same resources is a challenge; however, they are managing this growth through a flexible system whereby all staff are trained in all processes. For example, back-office staff assist with front-office operations during peak times. “If we have people waiting at reception, the back-office staff go out to help,” she explains, highlighting their commitment to maintaining response times.

Training and development are central to the organisation’s strategy. “We focused a lot on training this year,” Marika notes, explaining that the approach extends beyond conventional training sessions to include practical exposure to their client base such as the artisanal community they serve. This hands-on experience helps staff understand their impact on Malta’s economic fabric, particularly in supporting micro-enterprises.

The organisation’s excellence has not gone unnoticed. “In 2023, the Business First team was recognised with the Quality Award at the Is-Servizz Pubbliku awards,” Marika says. “We were awarded the title of the entity with the best client service.” This recognition has motivated the team to maintain their high standards of customer care.

“I motivate the team by highlighting the role they play in the island’s economic development. Most businesses here are micro-enterprises, which is the sector we deal with primarily. These are the ones contributing to the economy. By serving this young gentleman who wants to set up a business – by explaining to him how to do it, the incentives that exist, trademarks, intellectual property, and the licences he needs – they are contributing to the island’s performance and success.”

Looking ahead to 2025, Business First is expanding its reach, particularly in Gozo. The CEO reveals plans for a physical presence in Gozo to cater to the growing entrepreneurial community on the sister island, while working more closely with the Ministry for Gozo and the Gozo Business Chamber to strengthen connections with micro-enterprises in the region. “We’re working very closely on promoting Gozo. We’re also finding that the number of enterprises there has increased. For the first time, I’m encountering more businesses and entrepreneurs who would like to set up in Gozo,” she says.

Throughout her work, Marika has observed significant trends in Malta’s business landscape, notably an increase in environmentally conscious ventures and youth entrepreneurship. “I’m seeing more young people setting up their own business, even straight after school or university,” she notes. These new enterprises often focus on sustainability and well-being, reflecting changing market priorities.

The organisation is adapting its services to meet evolving needs. While maintaining its core support functions, Business First is expanding its collaborative network, establishing Memoranda of Understanding with entities such as the Family Business Office, MTCA and the Commerce Department, and is now extending this network further with other Government entities, including Servizzi Ewropej. Marika also expresses interest in possibly reaching previously underserved sectors, such as agriculture.

As she looks to the future, the CEO’s focus remains on nurturing her team while maintaining operational excellence. “I always leave space in my calendar for the team. I listen to them because that is how we can improve. They are the ones speaking to the clients,” she explains, emphasising the importance of staying connected with front-line staff.

Moving forward, Marika’s vision for Business First continues to evolve, balancing the needs of a changing business landscape with the organisation’s core mission of supporting Malta’s entrepreneurial community. Despite the challenges, she remains optimistic: “The economy is still growing, it’s still vibrant. Successful businesses always find opportunities to thrive and grow, even if it means diversifying into new areas; this was particularly evident during the Covid months.”  

This article is part of the serialisation of 50 interviews featured in Malta CEOs 2025 – the sister brand to MaltaCEOs.mt and an annual high-end publication bringing together some of the country’s most influential business leaders