Fusion were engaged to lead the business readiness of a business unit for an enterprise wide $45m program of change across one of Australia’s largest banks. The engagement ran for 15 months in a complex operating environment around Australia. The breadth of change touched all aspects of the business including:
- Distribution and advisor processes
- Products and marketing
- Core adviser and wealth management systems
- Commercial contracts with advisor network and supplier arrangements
- Legal
As the program was primarily based in Sydney, the delivery of the work was even more complex given the multiple project groups. Fusion played an important independence role between the WA based business unit and Sydney project leadership successfully brokering significant stakeholder issues on a regular basis.
The business unit and staff, and thousands of advisors were well prepared for the “big bang” change using our Fusion change methodology and experienced practitioners.
The result was a complete success with minor increases in contact centre activity and process issues. As with all large programs of work, there were also day-to-day improvements targeted as part of the overall change which were implemented and are now part of the bank’s standard operating environment. Some notable residual changes included contact centre activity analysis, training needs analysis, impact assessment and business readiness assessments.
The program’s leading executive for the business has provided Fusion Consulting with a glowing reference at the conclusion of the program, having throughout the program enabled the WA project team to largely run autonomously but within an overall program governance structure.