Change Management for new TOM (Total Operating Model).

As market circumstances and customer needs change so must the business models that serve them.

When it came to redesigning the largest income generating sales channel of a bank there were many interconnected aspects that needed to be considered. I supported the senior management of the channel to develop and implement a new Total Operating Model. Together with subject experts from across the organisation the business model, processes, organisational structures and responsibilities were analysed and changes implemented through many diverse projects.

With everything we did it was important to have a clear focus on the customer, to understand the impact on the employees involved and ensure 100% compliance with security and industry regulations.

Obviously details of programmes like this cannot be shared. However, the experience I gained, the "lessons learned" and the success are invaluable and highly transferable for similar programmes and projects in the future.