Client industry:
Global Business Services

Employee size:
10,000+

Customer Situation:

The Global Business Services Organization of a Big4 advisory major, which serves member firms across 70 countries, was in a rapid growth mode. The core of the Organization comprised over 200 leaders at the Associate Director (AD) level who are responsible for translating goals and strategies into execution and results. These ADs had a broad span of control and were great subject matter experts who were adept at getting things done. However, they were too engrossed in the RUN aspects of the business which clearly impacted the adoption of CHANGES that were required to match the growth phase of the organization. One key capability that they desired in their ADs was their ability to proactively establish and manage their critical stakeholders to maximize their impact within their roles.

Our Engagement:

Our approach to stakeholder management is to imbibe a 360-degree view of multiple stakeholders. This enabled the ADs to experience the challenges and possibilities of managing down, managing across, and managing up. Starting with the neuroscience of relationships the ADs were able to appreciate the finer nuances of establishing a human connection showcasing empathy and adding significant value in stakeholder conversations. Elements of conflict management and multiplier principles also help them understand the maturity model of stakeholder management and stakeholder excellence. In addition to the internal facets of stakeholder management, we also covered the critical aspects of client relationships. Meeting the changing expectations of clients and structuring conversations to show up as distinct and differentiated were elements that were deeply appreciated by ADs. The entire engagement was driven virtually with no PowerPoint, which helped drive up the levels of connection and contribution as a team.

Customer Outcome:

The ADs realized that there is now a new normal and level for stakeholder engagement. With greater awareness comes better choices and their commitment to taking action consistently will yield greater results. Anecdotal evidence points to a greater level of connection and value invested into stakeholder engagements and greater respect accorded to their interactions. Needless to add, the virtual nature of this engagement was so compelling that this stakeholder management module was voted to be among the best enablement/empowerment options provided to the ADs. The success of this engagement has now earned us the right to do more with this customer.