Customer + Talent Retention

Situation:

New Chief Administrative Officer inherited a misaligned leadership team that was losing key talent. 

Problem:

Leadership misalignment resulted in different leaders running conflicting culture initiatives in the company.

Solution:

Diagnose: Defined the employee experience across the firm and benchmarked best practices. Assessed organizational structure against customer needs. Diagnosed leadership alignment opportunities.

Measure: Instituted a voice of employee feedback measure and a voice of internal customer measure. Also introduced a manager effectiveness measure. 

Change: Executed a change plan including a restructure and upskill of the HR team to provide accountability for alignment at the leadership level and consistency in the employee experience. 

Outcome:

Increased employee retention driving increased client retention with more relationship continuity.