Our Impact

Flexible OCM Team

Meeting the Heavy Demand for Change

Challenge

A large multinational financial services company needed CARA to help their in-house change management team flexibly manage their overwhelming workload driven by the huge amount of regulatory changes being required from them.

Result

  • Seamlessly integrated change management professionals with the client team
  • Improved customer service and employee engagement
  • Increased automation of key processes

Solution

CARA provided a team of as many as six high caliber change management experts based on the client’s current project needs. These consultants used the client’s customized change management methodology to quickly implement a range of IT solutions that focused on data standardization, automation, and system upgrades.

Meeting the Heavy Demand for Change

Challenge

A large multinational financial services company needed CARA to help their in-house change management team flexibly manage their overwhelming workload driven by the huge amount of regulatory changes being required from them.

Solution

CARA provided a team of as many as six high caliber change management experts based on the client’s current project needs. These consultants used the client’s customized change management methodology to quickly implement a range of IT solutions that focused on data standardization, automation, and system upgrades.

Result

  • Seamlessly integrated change management professionals with the client team
  • Improved customer service and employee engagement
  • Increased automation of key processes

The Story

Banking and financial services are among the most highly-regulated, fiercely competitive, and constantly evolving industries in the world. Due to changing government regulations, our client was experiencing constant change involving new technology roll-outs and updates, updated compliance procedures, internal process changes, and customer service enhancements. This client had a well-developed, internal, dedicated change management team with a sophisticated change management methodology. However, the in-house change management team was overwhelmed with business and IT requests for change management support for these ongoing critical change initiatives.

Starting in 2014, CARA provided a team of change management professionals – up to six at one time – who worked on-site to augment the capabilities of the client’s in-house change management team. These CARA consultants supported a range of IT projects involving system upgrades and replacements, automation, data standardization, employee advocacy of products/services, etc. They learned and fully leveraged the client’s change management methodology, while also aligning to the client’s culture and navigating through client politics. Their activities included: stakeholder analysis; change communication; project visioning statements; leadership engagement; job/role impact assessments; change readiness assessments; training support; and post implementation and sustainment activities.

CARA’s change management consultants successfully supported over 15 projects and integrated seamlessly with the client’s change management team, employees, and other outside consultants.

These projects added value to both employees and external customers via legacy systems replacements, increased bank automation, customer service improvements, data warehousing enhancements and active employee engagement. All focused on helping our client enable their business strategy to surpass the competition in providing their customers better services and products.

During the past two years, I’ve seen high caliber skills and professionalism among the CARA team members. They demonstrate that they understand our industry, and most important, they understand our culture and our specific change management methodology. I have the confidence that they will meld with my team on every project, embracing rather than seeking to change our culture, and requiring very little supervision to get the job done right time after time.

Head of Change Management Team