Faced with resistance from stakeholders across 3 continents to the redefinition of the 1st and 2nd lines of defense of the Coverage and RISK functions, the role and positioning of credit analysts as close as possible to the business has become a strategic priority.
- A population of bankers whose priority is business growth
- A population of credit analysts whose priority is to protect the bank
- Leadership facing shared resistance to change
Help the bank transform its 1st and 2nd lines of defense. Identify resistance and define the levers for adopting the target organization. Provide individual support to team managers to maximize adoption and ensure the transition.
«Eurogroup Consulting provided us with a rigorous methodology focused on people, and a battery of tools to steer the transformation in close collaboration with functional and business management».»
Chief Operating Officer
Support in place
Our team accompanied this organizational transformation in a 3-phase co-construction with the customer:
1.
Framing and defining the change strategy :
- Carry out an impact analysis by segment, based on interviews and group work.
- Propose a change management strategy and plan, taking into account the main drivers of adoption for each segment.
2.
Deployment of the change strategy :
- Co-creation of content with stakeholders and leadership: communication content and training customized to segment expectations.
- Adaptation of media by segment and geographical area, through localization workshops.
- Deployment through a cascade approach, involving leadership and managers as drivers of change.
- On-demand coaching for managers and leadership requiring personalized support.
3.
Test new customer care methods on a controlled scale:
- Define a set of key performance indicators (KPIs) to evaluate and monitor the change strategy.
- Accurately assess the effectiveness of change initiatives (ICAP Barometer).
- Measure awareness of the transformation and monitor its adoption: periodically deploy a survey, analyze the results and adapt the trajectory.
- Prepare risk analyses, based on a matrix developed during the impact analysis phase
The results
Embarking teams on an impacting organizational and cultural transformation
Redeployment of credit analysts from one function to another across 3 continents
Around 170 analysts directly impacted and a total of 600 people on board (Coverage, Risk and Business Lines).
Acceptance of new business and functional reporting lines
And tomorrow?
This organizational transformation, with its strong cultural dimension, has enabled us to redefine the role of credit analysts and the mission of this new team in close proximity to the business: not only to continue to protect the bank, but also to facilitate the business, at the service of the bank's customers in its growth strategy.
Would you like to find out more?
