Organizational Transformation and Restructuring – PwC Support Services Redesign


organizational transformation and restructuringIssue: Arguably the most recognizable of the Big Four professional services firms had embarked on a massive, network-wide and ultimately global transition from being a solutions-focused firm to a markets- and client-focused firm. Having already restructured all client-facing lines of business, firm leaders needed to ensure that internal firm services – crucial to efficiently and effectively serving clients – enabled the new business strategy. These divisions included essential (though not revenue-generating) functions to a world-class professional services firm such as Human Capital and Ethics and Compliance. The latter division was a geographically distributed conglomerate of legacy teams that held critical and significant responsibility in the firm but needed to modernize and restructure to better support all client service teams.

Action: Assessed firm’s support services division’s strategy, processes, talent and management practices, and organization design to identify an optimal business model that would support the firm’s new go-to-market strategy. Led team that developed and executed the transformation execution plan, including change management, process improvement and organization design work streams. Coached division’s executive team to better navigate employees through difficult transitions (including possible layoffs), using toolkits and guidance, one on one coaching, team-based development and alignment meeting facilitation. For Human Capital division, we created a first-of-its-kind Playbook that provided managers and team leaders day to day operational guidance to navigate the new organization structure, processes and procedures.

Impact: My client’s division experienced 100% acceptance of job offers made during division-wide re-interview process, and retained all high-potential managers and leaders during the transition after “go live” day. In the first year post-transformation go live, division achieved all annual strategic objectives.

“In recognition of your outstanding contributions…Your significant efforts greatly contributed to our overall success in delivering on our promises against a very aggressive timeline and plan. As a result of your involvement, we are that much closer to delivering on our promise of building a world-class support services organization.”

– Gary Pell, Senior Partner and Transformation Executive in Charge, PwC