A large international corporation that embarked on a relocation from Western Europe to Hungary within the SSC sector.
Challenge:
Following a decision by global leadership, the company was required to transfer its customer service and account management operations to Hungary. However, implementation encountered significant obstacles:
Insufficient internal capacity: due to the existing management team being fully stretched, no resource was available to oversee the complex transition.
Cumbersome processes: the documentation and structure of the functions being transferred were incomplete, which delayed the start of operations.
Solution:
Interim Ltd. provisioned a senior interim manager with expertise in HR and SSC processes for a six-month assignment. Our interim specialist led the entire process on-site, in line with the strategy approved by global leadership:
Operational project management: strict adherence to the transition plan milestones and liaison with international stakeholders.
Recruitment strategy development: management of the hiring process for the Hungarian team.
Training and knowledge transfer: structured transfer of knowledge from the Western European headquarters to the newly appointed local staff.
Stabilisation: launching office operations and addressing initial operational challenges promptly.
Results:
The Hungarian office commenced operations on schedule.
A stable, skilled team of nearly 20 people was built up in a short space of time under the original two-person local leadership.
The transition was seamless for European clients, with no discernible impact on service quality.
Account management processes improved measurably.
The client's own management was relieved of day-to-day project oversight responsibilities, allowing them to focus on their core activities.
