Partnering Sensitive Transformation in GBS organizations
We increase control, reduce risk, and take care of people during sensitive transformation
GBS organizations face constant pressure for optimization and automation, intensified by economic and geopolitical factors.
Poorly managed change can undermine trust among employees, clients, partners, and stakeholders, increasing risks to reputation, operations quality, and business continuity.
It’s essential to have support of specialists who can manage sensitive transformations across process, people, communication, and psychology.
When change is critical, we help you get it right
We help organizations navigate difficult changes in a planned, safe, and responsible way. Our experience in supporting Sensitive Transformation allows us to minimize business, communication and reputational risks. We help balance the achievement of company goals with the highest level of care for employees during high-risk change
Based on dozens of sensitive transformation projects across CEE, our team knows what works and what can go wrong.
Ask how we can help your business
About Sensitive Transformation
Sensitive Transformation support is our response to the challenge of managing complex, high‑risk changes that can significantly affect people, operations, and reputation, especially in GBS and shared services environments.
€2–4M - potential loss per 100 employees impacted by critical change
If your company is undergoing:
- Restructuring
- Cost reductions
- Changes to business, operating or service delivery models
- M&A, ownership and/or cultural changes
- Deep technological transformation, including AI-driven workforce changes
- Changes related to offshoring or outsourcing
You should be prepared for a range of challenges related to:
- Confidentiality and how information may spread
- Leadership & managers’ engagement in the change process
- Employee motivation, emotions and reactions to change
- Potential involvement of external media
- Impact on brand reputation, customer sentiment and shareholders,
- Employer brand risk
Experienced external support makes a measurable difference in Sensitive Transformation
The first step is to create the most comprehensive transformation strategy that includes stakeholder analysis, risk mapping, communication planning and mitigation actions.
Then comes execution with business, brand and people in mind. This means controlling communication internally and externally, supporting leaders and employees, protecting key talent, managing emotions and designing change that safeguards reputation while maintaining trust and service quality.
The third stage is the assessment of the impacts of the change, potential opportunities and threats related to the effects of the transformation, as well as recommendations for the next steps.
Lesson learned : A key lesson from the transformation is the need to invest more in preparation, adapt strategy and management, and seek expert support for communication and managing resistance.
How we support sensitive transformation
As part of Sensitive Transformation Support, we help organizations across following areas:
We can support all or chosen areas and partner you at different stages of transformation:
Strategy and planning:
- Analysis of the initial situation and business and reputational risks by target groups and locations
- Strategic workforce planning
- Strategy building, involving managers in the proces, trainings
- Internal communication strategy (key messages, action plans, timelines)
- External and crisis communication strategy (messages, media plan, supporting actions)
- Crisis playbook (risks, consequences, action scenarios)
- Planning of resources, technology, and operational activities during transformation
Implementation:
- Coordination of client teams and Change Management end-to-end activities
- Transformation PMO & implementation governance
- Management of internal communications
- External communication, Media relations, social media and online forums, Public Affairs, Community Affairs
- Employees wellbeing programmes, mental health programs
- Personalized support for leaders and managers (coaching, mentoring)
- Training, workshops, reskilling and upskilling programs
- HR Admin processes management
- Negotiations and mediation with labor unions
- Design of soverance programs
- Outplacement support (delivered in cooperation with PwC partners)
- Specialized legal support
Monitoring & Reporting
- Change impact and maturity assessment
- Risk monitoring & recommendations
- Mood and sentiment monitoring
Lesson learned
The greatest cost of transformation is rarely severance pay. Most often, it is the loss of trust, talent, and productivity of the people who remain.
Delivery models
Through trainings, workshops, facilitation, coaching and mentoring
Through a team of external consultants experienced in Sensitive Transformation partnering the client’s team from outside the organization
Through specialists embedded within the client’s teams during critical phases of the change
GBS Sensitive Transformation Support
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