A large UK based insurance brand was planning a significant transformation of its business over a 3-year period. The proposed changes would impact the roles of thousands of front-line colleagues across several sites, with large numbers facing uncertainty about their future careers. The 400 strong manager population faced the task of guiding their teams through a sustained period of uncertainty while their own roles were also at risk.
It would be crucial that everybody impacted remained engaged and productive during the change period so that business performance could be maintained.
Right Management were selected to help the business evaluate the critical people elements of change ahead of a bespoke intervention. This would include aligning required stakeholder support and gaining unified engagement from key leaders, in a subsequent programme of change activity which was implemented over 18 months.
The solution
Our support encompassed:
- Advisory – a diagnostic of the current people dynamics of the business, using structured interviews, observations, focus groups and data analytic
- Solution engagement – following a presentation of the diagnostic outputs, we co-created a people focused change programme, with buy-in from key stakeholders and influencers within the business.
- Pilot – the programme solution was tested and modified ahead of a group-wide roll out
- Leaders programme – all 400 leaders participated in a development programme aimed at building people change capability
- Future proofing careers programme – all frontline colleagues were provided with a suite of support services including 1:1 coaching, upskilling opportunities and a custom designed technology offering to further build on their learnings.
The business was able to maintain high performance during the period, with staff turnover reduced and employee engagement scores rising, while key customers were retained and profit lines protected.
The impact
- 92% programme take-up was achieved, supported by expert project coordination.
- 89% of participants said they would strongly recommend the programme content to others.
Participants said the programme enabled them to feel much more confident about the changes taking place and their future careers. Meanwhile, leaders reported their programme had helped equip them for supporting their people more effectively in times of uncertainty.
