Manage organisational change: Case Study

Programme Management of a Pan-European Service Centre Implementation

The Issue

A private banking group decided to realise strategic cost advantages by implementing a centralized back-office centre serving the European network of affiliated banks from Luxembourg.

Main challenges of this large-scale transformation programme consisted in:

• Running 15 parallel projects involving more than 150 professionals within a tight timeframe at a pan-European level
• From a change management perspective, seizing the opportunity to strengthen a collaborative mindset and enable the identification of synergies between the European entities and professionals of the Group

Our Approach

Our company contributed to the successful outcome of the programme and realisation of its expected benefits by setting up a Programme Management Office (project methodology and best practices implementation, reporting procedures templates, project tools and resources selection) and by providing dedicated change and programme resources in charge of:

• Scoping and planning
• Risks mapping, assessment and monitoring,
• Team mobilisation and -management,
• Programme/project reporting,
• Stakeholders management,
• Benefits tracking
• Issues analysis, dependencies coordination and conflicting priorities management
• Communication and change management

The Outcome

• Harmonised project management processes and tools were successfully deployed throughout the organisation
• All projects of the programme were delivered on time, including specifications and below initially budgeted cost
• The expected benefits could be realised through significant efficiency gains and cost-based optimisation
• Changed mindset: the staff’s ability and willingness to contribute to strategic changes initiatives have been strengthened