Situation

• Staff retention at less than 20% per annum
• Outdated business culture in direct conflict with staff aspirations
• Projected insufficient staff to service customer demand
• Quality and regulatory risk
• Lack of customer engagement
• Loss of revenue
• Increased Probability/Impact risk
   

Actions

• Top down cultural alignment with board and firm commitment to change
• Customer centricity and quality review
• Key customers engaged in the change programme
• Workshops, active debate with divisional business leaders, consensus creation and personal commitment with monitoring and affected 2,000+ staff
   

Outcomes

• Annual staff retention improvement to over 85%
• Rollout of enhancement programme to firm's international network