Conduit Global

Team Leader Tier Strategy

Conduit Global faced a repeated challenge of seconded Team Leaders returning to their substantive roles as Customer Service Representatives following the annual busy winter period, causing disengagement and subsequently high turnover.

The Tiered Team Leader (TL) structure was introduced in March 2018 to create permanency and a clear development path for Team Leaders, aligning talent and succession planning to organisational requirements.

HR worked in partnership with the Operations Leadership Team to conduct a full job analysis for the TL role, reflecting the dynamic climate, balancing client needs, organisational KPI’s and most importantly, prioritising employee engagement to achieve organisational performance.

The new tiered structure signifies a collaborative approach and aims to enhance personal development, to ensure our leaders have the appropriate knowledge and skills to grow in line with our organisation.


Swansea Business School, UWTSD
#NotBusinessAsUsual: Transforming Education, Transforming Lives

A successful HE post-merger integration project with a mandate for transformative change to create a unified and successful Business School at the University of Wales Trinity Saint David (UWTSD). Building upon legacies of three different geographically dispersed business schools, a new Head of School, supported by HR, launched a cultural change project to create one Business School, with a shared vision that was leading edge in the modern business world to deliver to the University’s learner-focused strategy of “Transforming Education, Transforming Lives”.

Using extensive consultation with employers, a range of engagement activities with staff, and a distributed leadership style, the School transformed into a collaborative culture, its teams producing sector leading, innovative programmes, rebranding under the “Not Business As Usual” philosophy and achieving 1st in the UK for both teaching and learning (PTES 2018) and student satisfaction in teaching quality (Sunday Times Good University Guide, 2019).


Aberystwyuth University
Flintshire County Council