New Organisation design for a large UK-based BPO Organisation
Industry:
CX / Business Process Improvement
Situation:
A leading UK BPO Organisation, serving both UK and European clients, sought to redesign its organisational framework to boost operational efficiency, enhance flexibility, and better align with its evolving business objectives.
Approach:
Along with a UK-based consultancy, we engaged with the client’s internal teams to understand their resourcing needs and propose a framework that would fit the company’s long-term strategy.:
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We collected and analysed internal data, including organisation charts, team data, salary information, to fully understand the structure and cost of the various teams
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We had meetings with internal stakeholders to investigate the roles in each team and the extend to which efficiencies could be generated
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We developed our recommendations on a streamlined hierarchy, with new layers and spans of control, that would reduce bottlenecks and enhance collaboration for c.30,000 employees across different geographies
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Finally, we proposed an implementation plan and suggested new role descriptions for various positions, to assist the hiring process
