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Organizational Structure
6
Conclusion
Explain how it will help
Describe the next steps
Refer back to the pros and cons
* Show accounts per location
** Show excel sheet of BPO benchmarking
Desired State
*** Span of Control & Sample JD
Current Situation
Dell - Call Center Manager
Sutherland - Site Director
Each site (or depending on proximity, population and other factors as deemed necessary) to be led by a Site Director. See proposed structure.
With 4 existing sites, all roles and functions are centralized in the HGS Cyberpark (Main). * Ilo-ilo is the only site outside of Metro Manila
10-15% of existing BPOs operate on multiple locations.**
How problems can be resolved
Escalations to be handled in the Main Site
Challenges and opportunities
Benefits of the Proposed Structure
5th site of HGS to be launched by Q1 2014.
More growth and expansion expected
New site = belongingness vs autonomy
New structure = developmental opportunities for existing high potential talents
New roles = motivation vs role confusion
Concerns
Site Ownership - faster decision making, solid and clear communication line
Proposed Structure
Org structure and JD yet to be developed***
Org readiness to change
Site Director
Explain what success will bring
Shared Services
Admin Assistant
CT
Finance
Ops Manager/s
HR
BE
Structure that is nimble, robust and relevant.
Multiple sites yet solid Company identity and culture
Roles responsive to growth.
Describe the idea you think is best
Pro
Con
Re-Org
Pro
Con
What if we do nothing?
Pro
Con
Context
BPAP 2013: 800k BPO employees, $11B revenue
Growth projection 2016: 1.3M workers, $27B
HGS Phils as an industry key player is expected to mirror this growth, thus the need for structural and strategic changes.
Strategy
Immediate Recommendations
Objectives
Benchmark with other centers with present in multiple locations
Propose and introduce appropriate structure and post
Create a change plan
Provide a preview of existing BPO landscape and structure
Be able to design an org structure for HGS geared for growth and scalability
Define the roles and qualifications needed in the new org structure
Do strategic analysis: benchmarking with other BPOs and environmental pulsing on the readiness of HGS for decentralization
Prepare and plan for change: vision alignment, define success measures, create communication & implementation plan
Org Structure
Review and Benchmarking
Based on Jim Harvey's speech structures