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).
OPPORTUNITIES TAKEN - Freebies
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.
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