Organizational transformation into a combined customer support center
The goal of our assignment was to respond to new customer orientation business goals, through the creation of a combined support center made of three organizational areas in the Insurance sector (Finance, Operations & Claims).
OBSTACLES AVOIDED - Hazards
Employee turn-over following to internal re-organisation
Negative customer impact
Loss of people engagement
OPPORTUNITIES TAKEN - Freebies
Promote internal job mobility and secure key talent
Create cross-functional opportunities
Enhance customer orientation
MILESTONES - Waypoints
Analysis of separate functional processes, activity
volumes and impact.
Redefinition of a new integrated process
Definition & description of new roles, profiles & structure needed to perform the
new process.
Human
talent mapping and matching to the new structure (e.g. internal job posting and
selection process, feedback, direct approach, succession planning... ). Personnel re-deployment
Involvement of impacted stakeholders in the change process as ambassadors and/or
business subject matter experts
Structured & transparent communication throughout the change (employee forums with Q&A's, involvement social partners... )
In the process, we have seized the opportunity of the project to bring added-value on some side business aspects.
