Tolero Solutions client, the IT organization at a Fortune 500  financial services company, had experienced their third change in leadership in 18 months. The new Director of IT needed to turn things around quickly in his new role. He set a goal of 90 days. 

The problem –  The IT organization was beginning to get a bad reputation and decreased employee engagement and turnover threatened their ability to continue to deliver quality services to the organization.  

Solution

Tolero Solutions had worked with the new Director of IT on technology adoption and communications at his former employer, achieving positive results. Tolero Solutions leveraged this prior relationship to hit the ground running and conducted additional data collection, leadership development, employee engagement, and culture change work to create quick wins and ongoing strategies for improvement. 

• Conducted interviews and data gathering sessions with 172 employees of the IT organization to collect feedback on culture and engagement concerns and analyzed and themed data for feedback to leaders and employees
• Utilized Tolero Solutions High Performance Culture framework to identify and priority rank high impact areas and provide recommendations for improvement
• Developed and collaboratively delivered employee engagement strategies and tools to increase employee communication and engagement
• Provided IT managers and leadership with coaching to strengthen trusted relationships and provide peer support for organizational changes

Results

• Turned the culture of the organization from one of high turnover to one of high performance
• Within 60 days customer feedback scores increased 52% and employee engagement rose by nearly a third
• Developed a new IT strategy and enhanced procurement and support process, working jointly with stakeholders across the organization, leading to process efficiencies and reduced cost serve
• Improved interpersonal relationships and team performance among IT staff and stakeholders increasing trust in the services and support provided by the IT organization