Global Fortune 100 Client was transitioning a major business to their Finance Shared Services Center (SSC) and required assistance:
Creating a shared services mission
Branding the culture around the vision
Defining leadership cospecies and training, and
Developing an overall communications roll-out strategy.
Our team partnered with the Client’s management team to design and implement a Change management program focused on employee communication, training and recognition. We conducted numerous sessions with senior leaderships to develop the change management deployment plan.
Additional project activities included:
Reviewed roles / titles, skills / competencies, contracts, total compensation with the local CFOs and department heads
Created a diagnostic tool and curriculum to help departments identify and address gaps (technical), industry, interpersonal, etc. between current state of vision.
Developed a recognition strategy (which connected customer expectations to process metrics to individual performance appraisals)
Additionally, to ensure the initiative’s long–term success, our team:
Designed and facilitated department Train-the-Trainer sessions
Assisted with the transition and management of the support vendor
Keep the project on track and on budget
Designed comprehensive suite of customer service training modules (leadership development, skills training, performance management, selection and orientation, conducting effective meetings, communication, rewards, and recognition)
Conducting pre– and post–training sessions and individually modelled each course’s content to ensure needs of specific departments were addressed.
Our project team unitized a variety of delivery methods (e.g., classrooms – based instruction; online education; Train-the-trainer programs) carried out over two -year period. We engaged a broad range of tools and techniques, including role-play, hands-on educating, and videos.