The situation

The operations team had embarked on a strategic transformation across the global business. Successful adoption of a new operating model required transformational change, including relocation of roles to Shared Service Centres and a redesign of existing spans of controls and layers on a global scale. The programme was well underway and yet constantly evolving. However, at a key inflection point, the leadership team began exhibiting negative behaviours. Subtle signs of resistance, unforeseen barriers and obvious change fatigue started to sap the momentum and threaten the success of the programme. To deliver and realise the anticipated value, the leadership team had to be fully committed both individually and collectively.

The challenge

As with many successful operational leadership teams, the drive and focus for each individual had been, predominantly, on delivering ‘business as usual’ (BAU) results in their region. Functional accountability was strong but there was less commitment to working across the team and sharing accountability for the ‘big bets’ they were taking. The transformation required a different style of leadership that enabled them to drive projects across regions rather than just within them, which meant working much more closely as collaborators.

The solution

Seeing the situation as an opportunity and not as a threat was the first part of the challenge. The leaders had to break down the old team structure and ways of working and build new relationships based on greater personal understanding, empathy and trust, and a commitment to deliver shared objectives, by:

The results

Immediately, and for the next six months, the team experienced a real shift in how they supported, challenged and worked with each other. As a result of greater trust between them, they achieved a significant improvement in delivery of the transformation goals. Individually, the leaders were more aware of their impact on others and took a more focused, thoughtful approach, particularly on strategic and collaborative activities.