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The business issue
A bank was consolidating its support functions into one division. The leader of the new division saw this as an opportunity to improve the level of service the bank received from these functions, aware of their reputation as obstacles to business performance.
What we discovered
We talked to the Divisional Head, each of his new team heads, and their internal customers to gather perspectives on how the service could be improved. In addition we found out, on behalf of the client, about best practice in shared services.
It became clear that there was little interest or commitment amongst the team to the new division, and there was little understanding of what the change would mean for them. In fact, they expected that little would change other than their reporting line.
What we did next
We got the team together to learn more about the concept of shared services, and to find out what their customers expected of them. We took them through a process in which they developed a shared understanding of where they were headed and what would be different for their own teams going forward. We helped the team to define the specifics of how they would work, both together and as individual functions.
Additionally we helped the Divisional Head to successfully make the personal transition from leader of a single function to that of a reluctant multi function team.
The outcome
The team came together with clear ways of working, and a shared sense of purpose around delivering excellent customer service.