A division of the group, had to align their own strategy, operating model and organisational structure to the new overall Strategy. The following challenges regarding the above were directly addressed: Current change management plan required a comprehensive review and realignment Key culture shifts...

Company had bad reviews on their claims handling process and therefore began investigating new ways to better improve the service they provide to their clientele. The group was not aware when customers are having a bad experience There exist multiple customer hand-offs & interactions in the process ...