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A global Change Project with local implementation

SUCCESS STORY

Sector: Financial Services

Driving Change from within - by creating a global Change network to successfully engage over 250,000 employees

Headquartered in London, HSBC is one of the world's largest banking and financial services organizations and one of the industry's most valuable brands. Its international network covers 73 countries and territories in five geographical regions: Europe, Asia, Middle East and North Africa, North America and Latin America.

Virtual Change Management Certification

The Challenge

HSBC wanted to deliver a one-stop-shop HR information portal for its global staff. They wanted employees to be able to locate the HR information they needed, to obtain consistent information and advice - and for Contact Centres to be set up to give employees relevant advice and support.

This was an ambitious Change programme that would support the entire HSBC population of over 250,000 employees.

Traditionally, HSBC had not followed a formal structure for Change Management, instead they had used large consulting firms to build and deliver their plans. However, the project sponsor realised that to be successful and generate high levels of employee engagement and adoption the project needed to be:

I knew, that if we wanted to be successful, we had to find a way to both engage key Change Leaders in our global organisation and to provide a rigorous Change Management process that would deliver on this ambitious programme.

Global Head of HR

HSBC

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Virtual Change Management Certification

Early analytics provided data on 3 key areas of people risk

Early analytics using a selection of the diagnostic tools from Changefirst - including the Adapter Readiness Assessment, Sponsor Assessment and Initial Legacy Assessment - identified 3 key areas of focus:

  • Commitment – helping stakeholders to build their ownership levels, so they become committed to the new service and are advocating, using and owning it
  • Sponsorship – tracking Sponsor behaviour and working with Sponsors to generate actions in support of the Change programme
  • Involvement – encouraging people to engage openly in the change process.

The Solution

Internal surveys showed that HSBC employees felt that traditionally the focus for Change was communications driven, using limited channels and a top-down approach. To encompass an end-to-end view the Change Management approach had to be flexible as well as tailored to both global and local needs.

This was achieved by using the proven and structured Changefirst methodology and tools. HR Direct established a dedicated Change Management work stream, led and owned by HSBC employees.

To accommodate the global reach of the project, the change team was expanded, involving and coaching over 400 “change champions” in the business. Changefirst’s Roadmap Pro toolkit made it easy and cost-effective to provide just-in-time skills and tools that change champions needed to be effective.

  • Commitment: helping to move stakeholders to build their ownership levels, so they become committed to the new service and are advocating, using and owning it
  • Sponsorship: tracking Sponsor behaviour and working with Sponsors to generate actions in support of HRDirect
  • Involvement: encouraging people to engage openly in the change process.

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We used the digital tools and analytics from Changefirst to focus on key areas of leverage in a complex project. It really helped us focus and direct our resources to where they would have most impact - and helped me have informed discussions with local teams based on actual data.

Global Change Lead

HSBC

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Virtual Change Management Certification

A solution with digital at the centre

We helped HSBC to deliver Change in a highly agile and adaptive way.

Roadmap Pro®, our unique and innovative digital Change Management platform, was central in the solution we provided. It enables organisations like HSBC to Get Change Management capability to more people, in a cost-effective way. And enhance their ability to deliver change and transformation at scale.

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Virtual Change Management Certification

The results

By working in partnership with HSBC, we were able to:

  • enable them to execute Change in a more productive, sustainable and cost-effective way
  • involve regional teams who felt ownership of the roll-out in their respective business units
  • deliver high levels of employee engagement with technical employees (an identified risk) acting as key project advocates
  • create motivation and buy-in for what could have been a risky program of work
  • develop on-going capability to deliver subsequent changes
This was one of the most successful projects I have led. We built high engagement both centrally and globally. And user acceptance rates have been very high.

Global Lead HR Customer and Channels Support

HSBC

Interested to learn more?

Download your copy of the full HSBC case study and learn how we enabled them to deliver change more productively and sustainably.

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If you are facing similar challenges around change and transformation then feel free to contact for a no-obligation discussion. We help organisations across a range of industry sectors to develop the capability to deliver change more effectively through people.

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