the life and times of a change manager (part 2e)
TRANSCRIPT
The Life and Times of a Change Manager
(Part 2e)
Contributed by Ron Leeman on December 3, 2015 in Organization, Change, & HR
Editor’s Note: Ron Leeman is a world-recognized Change Manager and author of
several Change, Process, and Project training guides on Flevy. He has decided to write a
series of articles that chronicle his personal “change” journey. This is the
second installment (part). You can read beginning from the first piece here. You can also
learn more about Ron and his approach to Change in our recent interview with him.
* * * *
Here we go then… the final post in my Abbey National Years series…
So, why exactly did I resign from Abbey National?
There were two main reasons but both are connected:
1. Being passed over for promotion (yet again).
2. My desire to go independent.
Being Passed over for Promotion (Yet Again)
With the change from Process Improvement to Profit Improvement came another promotion
opportunity. So, once again, I duly applied and hey, guess what, along with a few other
candidates, I got selected for the interview process, which consisted of:
A paper based exercise.
A Q&A session on the paper based exercise.
An interview.
In the paper based exercise, we were give a scenario about a business problem and asked to
make recommendations on how to tackle it which I had no real problem with this. During the
interview, I was obviously asked many questions, including some related to the paper based
exercise, which I thought I answered well.
Anyway, I never got the job!
So, inevitably, I asked for a meeting with the Profit Improvement Manager to discuss why I
wasn’t successful.
1. I was given some really positive feedback about my paper based exercise, such that I
was the only person to “read between the lines” and give recommendations based on
my answers. OK, good start.
2. One of the interview questions asked was what papers I read, to which I detailed
several “tabloid papers,” such as the Daily Mail and the Daily Express. I was told that
the answer they were looking for here was perhaps one of the “broadsheets,” such
Financial Times or Daily Telegraph. I was a little perplexed at this, because I couldn’t
see the link between reading a “tabloid” and being able to do my job… but who was I
to judge!
3. I was also told that one of the other contributing factors to me not being selected was
the fact that I didn’t have a degree or an MBA, which was not necessarily a pre-
requisite, but a highly sought after qualification for Abbey National’s Senior
Managers. Mmmmm would having a degree or MBA made me a better
consultant/practitioner? No, it bloody wouldn’t and it didn’t!
4. And, finally, another question I was asked was where I thought Abbey National
should position itself within the next 3 to 5 years, to which I answered that I felt we
held a unique position in the marketplace (the first Building Society to convert to a
Bank) and that we should consolidate that position through core activities, such as
Mortgages and Retail Banking. It was explained to me that the answer they were
looking for was the need for Abbey National to diversify!
Well, in relation to the last question, guess what… look what happened to Abbey National as
a result of diversification:
2002 – Ventured into the wholesale loans business.
2002 – Bad loans in the business led to Abbey issuing a profit warning.
2003 – Dubbed “Shabby Abbey” (or “Shabby National”), it was in the doghouse with
many of its customers over its cost-cutting plans,
2003 – Out of favour in the “City” after reporting a near £1bn loss following an ill-
fated expansion into risky financial investments–it lost millions on the likes of Enron
and WorldCom.
As a result, the bank’s bosses pledged to focus single-mindedly on traditional high-street
banking. Isn’t that what I suggested way back when? And, so the story unfolded… from
Abbey National to Abbey to being taken over by Banco Santander.
Call me a “visionary” if you like. LOL.
My Desire to Go Independent
Abbey National had a habit (pardon the pun) of using many External Consultants on projects,
which was evidenced by the use of the 3rd Party Consultants for the Benchmarking work.
This really irked me, because it seemed I was doing all of the work and then they came along,
took over the reins, and were paid handsomely for it.
So I thought… I can do that.
As a first step, I set up my own company, Leeman Associates Ltd and outside of Abbey
National’s time, started touting for business. This paid off very quickly in that I managed to
get a good level of interest in two potential Benchmarking Initiatives:
1. Barclays Bank who wanted to benchmark Current Account processes.
2. Halifax Building Society who wanted to benchmark Home Surveyors
processes
Let me give you a brief synopsis of what happened with the two initiatives:
Current Account Processes
I developed the Benchmarking Invitation Pack and was about to send this out to Barclays
preferred benchmark partners when, without any prior warning, Barclays decided to pull out
of the initiative and was never told why (I will reveal all later).
Home Surveyors Processes
Again, I developed the Benchmarking Invitation pack and got to the stage of holding an
inaugural meeting with about 8 interested organisations.
Anecdote time… I prepared a comprehensive slide deck using acetates and an overhead
projector. Remember them?
It was an art form taking one off, putting one on, then taking that one off, and then putting
another one on, and not breaking the flow of the presentation. Oh, the memories.
This was a successful presentation and all organisations present were enthusiastic, so, despite
the setback of the Barclays Bank initiative, I was positive that this consortium would
eventually be set up with me as the 3rd Party Independent Consultant managing the process
going forward.
What happened? You may well ask!
A few weeks later, I was summoned into Head of Profit Improvements office and was told
that the 3rd Party Benchmarking Consultants we were using for the initiatives mentioned in
my previous post had made a complaint about me, because they found out about the Barclays
Bank initiative. They were also pursuing Barclays for similar benchmarking business. The
gist of the complaint was that I was using their material and doing this while still employed
by Abbey National, which they felt was unethical and gave me an unfair advantage. So
whatever happened to competitiveness?
Anyway, I made it clear to the Profit Improvement Manager that:
1. I was not using anyone else’s material, as I was the one who developed Abbey
National’s Benchmarking Methodology and created the Benchmarking Invitation
Packs in the first place.
2. Whilst I was still employed with Abbey National, whatever I did for Leeman
Associates Ltd, was in my own time, e.g. I took annual leave or worked at the
weekends.
To cut a long story short, the upshot was that it was deemed a “grey area” and to avoid any
further conflict of interest, and to appease the 3rd Party Benchmarking Consultants, I was
told I would be relieved of all Benchmarking activity for the foreseeable future. You can
guess I was not impressed. Following some sleepless nights and much deliberation with the
family, I decided to resign in the knowledge that the Surveyors Benchmarking initiative was
going well.
Guess what?
The day after I submitted my formal resignation to Abbey National, the Halifax Building
Society contacted me and said they were pulling out of sponsoring the Surveyors
Benchmarking initiative, as there was a change in business priorities. Mmmmm… OK, no
problem, there were still the other interested organisations… or so I thought! Because of its
size and standing in the Mortgage Market, the Halifax acted like a catalyst and it was the
reason the other organisations wanted to pursue the initiative. Unfortunately, because of this,
the other organisations started pulling out.
To this day, I am convinced this was all a result of the complaint and that the 3rd Party
Benchmarking Consultants “put the boot in.”
Interestingly I recently came across a post on LinkedIn called the 7 Hidden Reasons why
Employees Leave. I think most of them applied to me at the time.
Given the demise of both my Benchmarking opportunities, my reason for resigning was now
completely invalid and I had nothing on the horizon by way of gainful employment. Clearly,
this made me think about what I was going to do to secure some kind of job and with it an
income. Having thought about it for a little while, I came to the conclusion that the only
option I had was to put myself on the “contract market” as an Independent Consultant. So, I
went through a process of registering my details with many Recruitment Agencies. As you
will appreciate, this was a worrying time for me… no job, no income, no car. After some
weeks of waiting, one Recruitment Agency came up trumps and got me an interview with
Prudential and I secured a 3-month contract with a day-rate that was substantially greater than
what I was earning at Abbey National.
From here on, in it starts to get more interesting.
Part 3 will be when I start recalling my days as an Independent Process and Change
Consultant and where many of the “warts and all” revelations will be and the following is a
list of assignments that I intend to cover:
Business Process Consultant for Prudential Corporation.
Business Change Programme Manager for Department for the
Environment, Transport and Regions.
Business Change Programme Manager for Raiffeisen Zentral Bank
Poland.
Business Process Change Manager & Performance Improvement
Consultant for LloydsTSB Bank.
Global Business Change Programme Manager for British Petroleum.
Business Change Programme Manager for Metropolitan Police
Service.
Business Change Manager for London Borough of Enfield.
Business Process Change Manager for Suffolk Council Council.
Business Change Programme Consultant for E-on.
Operational Business Change Manager for Network Rail.
Business Process and Organisational Design Consultant for KBank,
Thailand.
Business Process Change Manager for Northamptonshire County
Council.
Business Change Programme Consultant for Howden Group.
Business Process Change Manager for Aviva.
Business Change & Engagement Manager for Essex County Council.
Business Process Change Manager for Orange.
European Business Change Manager for Kao Corporation of Japan.
Business Change & Engagement Manager for Manitowoc Group,
Singapore.
Please understand that I will have to be extremely careful, because I am connected to a lot of
people on LinkedIn that I worked with during this time on and I wouldn’t want to go
upsetting anyone (would I!).
About Ron Leeman
Ron Leeman has been involved in “change and process” work for more years than he cares to remember. He has worked extensively across the UK, Europe, and globally--and has an enviable track-record of delivering organisational change and process
initiatives across a wide cross section of industry sectors. In 2012, Ron was bestowed with a “Change Leader of Tomorrow” award by the World HRD Congress “in recognition of my remarkable progress in initiating changes enough for others in the same industry to follow my example”. Ron is firm believer in knowledge transfer and now wants to share his vast knowledge with those who are considering getting into or at various stages of “change” and/or “process” work or those working on specific Projects wanting to gain practical insights into “how to” type situations. You can connect with Ron Leeman on LinkedIn here, where you can view his 85+ Recommendations and in excess of 800 Endorsements from clients and co-workers alike to give you an indication of the quality of service that he has provided and can offer. Ron is also a document author on Flevy. Browse his frameworks on Change Management, Process Analysis, and Program Management here: http://flevy.com/seller/highwayofchange.
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