When an organisation doubles in size in three years, it naturally presents some challenges – not least for the HR team.
That’s the scenario we’ve been handling at the ombudsman service recently.
If you’re not familiar with us, we’re an independent, not-for-profit organisation set up to sort out problems that consumers and financial businesses haven’t been able to resolve between them.
In the last three years, we’ve expanded from 2,000 people to 4,000 as customer demand for our free service has risen enormously.
Our role in HR has evolved, of course, and we’re now helping to build organisational capability for the future. And it’s not just change in the organisation. We’ve recently worked with the CIPD to make sure we’re in the best possible shape to support our organisation’s needs. Our HR team is already on a sound footing. But we’re always listening out for signals. And to make sure we continue doing the right thing for our customers, we’re responding.
We’re becoming a strategic partner for directors and managers across the organisation. We’ve got a lot to do – from supporting the delivery of people strategies, to influencing ways of thinking, and bringing about cultural change. We’ve started already. And what we’re doing is enabling the ombudsman service to achieve our aim of giving customers an effective and efficient service.
Initially, we’re creating ripples of change. Over time, they’ll amplify across the organisation. Together we’ll produce significant – and lasting – benefits.
Find out more about our transformation on our website.