BSkyB

(Feb 2008 to present)

We started working with BSkyB shortly after the launch of their HR Shared Service.

We were brought in to support the transformation of the HR Service function from a traditional style centralised HR admin team to a proactive and effective advisory function which truly reflected Shared Service best practice, whilst at the same time delivering significant savings. The vision was clear and well communicated, so our focus was to maintain engagement and drive capability, commitment and consequence. This in turn supported the core enabler goals of team re-structuring and process re-design.

We designed and implemented a top-down transformation programme for managers and front-line teams.  This was rolled out in phases and involved:

  • Mobilising the management team to deliver the core business – developing world class leadership skills, collaboration, stakeholder management skills, service development and high-impact performance management habits
  • Launching and embedding a service improvement programme to get SLAs delivered
  • Developing the skill, knowledge and behaviour of a re-structured function, to enable greater productivity at reduced cost
  • Designing and implementing a management team empowerment model, to enable managers to own operational planning and decision making within a flatter structure

The transformation programme was delivered ahead of schedule and exceeded service and efficiency targets.  For example, delinquent transactions were reduced from 5000 to single figures in the space of 8 months; complaints were reduced from a monthly average of 20 to less than 2.

Despite the unsettling nature of the change, employee satisfaction scores improved.  Customer feedback also showed that the required culture change had taken place as advisory skill, service orientation and quality of interaction were rated very highly.

We continue to support the ongoing development of the Shared Services function with particular emphasis on capability, commitment and engagement.

BSkyB - Head of HR Services

“ Ger has made a huge difference to our change and improvement programmes and continues to do so. She embraces and champions our vision while maintaining a practical approach that gets results.”

Director of HR Services and Recruitment

About Amici Consulting

We are a business transformation consultancy. We believe in driving success through great leadership. We work with clients to create the conditions necessary to deliver measurable change.