Intercontinental Hotels Group

Has over 742,000 rooms and 5,028 hotels across nearly 100 countries. 2015 operating income of $680 million. Over 7,311 employees

Organisational development & redesign

Customer service centres globally, but not aligned to one operating model.

Working as part of Occleve team, to lead the people work-stream to contribute to the development of a new operating model to support growth and customer experience.  Clarity's focus was on all aspects of leadership, people and HR practice.

  • Global review of IHG customer contact centres operating 24/7 at sites in USA, Europe and Asia
  • Assessment of all operations, structure, people practices, roles and responsibilities and results being achieved. 
  • Development of new global and regional business operating models that would provide maximum business benefit and lift customer experience
  • Reorganisation and restructure recommendations with clear business case