Organisational development & redesign

Customer service centres globally, but not aligned to one operating model.

Working as part of Occleve team, to lead the people work-stream to contribute to the development of a new operating model to support growth and customer experience.  Clarity's focus was on all aspects of leadership, people and HR practice.

• Global review of IHG customer contact centres operating 24/7 at sites in USA, Europe and Asia
• Assessment of all operations, structure, people practices, roles and responsibilities and results being achieved. 
• Development of new global and regional business operating models that would provide maximum business benefit and lift customer experience
• Reorganisation and restructure recommendations with clear business case