Designing A Target Operating Model

FINANCIAL SERVICES (BANKING)

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THE CLIENT

A global investment bank, headquartered in Europe.

THE CHALLENGE

The HR Service Delivery (HRSD) organisation had grown rapidly in response to customer demand, leading to variation in roles, structure, processes and cost of servicing across the EMEA region.

As such, elements of the global HR operating model were not fully coherent, so a review was required to identify and design the future TOM.

THE SOLUTION

We carried out a comprehensive analysis of the existing HRSD Operating model, across multiple EMEA locations. This current state was documented and agreed with key business stakeholders before progressing further.

Next, a TOM vision was developed, together with design principles upon which the future TOM would be built. These considered the needs to service users, but also key business drivers that were at play in the organisation.

Detailed TOM design activity was then undertaken in collaboration with local teams. This led to us highlight a number of potential options for each service category, with the preferred options highlighted with data-driven justification. All options were supported with a business case to allow the business to be confident in the selection of the best solution.

Once the preferred TOM was selected, a detailed implementation roadmap was defined to implement the TOM.

THE RESULTS

Benefits of over CHF 4 million were achieved through the TOM implementation.

HAVE A SIMILAR CHALLENGE?

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Chris Dando

Ryan King

Graham Turnbull

Graham Turnbull