Change Management Support for HR Transformation


This organization is a leader in the U.S. financial industry, offering life, long-term care and disability insurance as well as annuities, investments, mutual funds, and employee benefit services. With several thousand employees, it posts annual revenue of more than $20 billion.


Operating in the individual financial services industry, our client is highly-regulated and needs close attention to providing state-of-the-art customer service. Continual changes in government compliance rules and regulations demand frequent new technology roll-outs and updates, internal business process changes, and customer interface improvements. To maintain its lead over the competition, this organization has been making operational changes focused on increasing efficiency, including in its internal functions from IT to Corporate Finance to Corporate Communications to HR.


CARA provided an experienced change management lead to assist with a 15-month Human Resources transformation initiative. The effort focused on providing HR field staff with better recruitment tools and processes to improve data gathering of candidates, as well as streamline the candidate processing time. CARA’s change management project deliverables included:
• Stakeholder Analysis
• Leadership Engagement
• Communication Strategy and Support
• Custom Training
• Post “go-live” Support

CARA’s change management lead managed the client’s Change Management and Training Team for the HR transformation initiative, deploying a team comprised of the CARA consultant and three client employees focused on training development and delivery. CARA’s consultant directed the development and execution of the appropriate communication and training plans and oversaw the client’s training resources. Post “go-live” change management activities were focused on reinforcement of key messages and information, as well as the development of additional training job aids.

CARA also adapted to the client’s evolving approach to change management. Over the course of the relationship, the firm transitioned from having a dedicated, centralized change management function to directing change initiatives in a decentralized model at the business unit level.  With this change, CARA was able to seamlessly adapt to three separate client managers. In each instance, CARA worked closely with the assigned client manager to ensure their change management needs were understood and met, while also providing best-practice change management guidance.


The revised employee recruitment process and the new recruitment software were launched with minimal issues.  The organization’s HR field staff now are successfully leveraging new recruitment tools and revised processes.

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