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.
