COMMUNICA | Issue Five
New vision ensures customer
centric operations model
CAMBRIDGE, UNITED KINGDOM - John
Henry Group unveiled a new strategic
vision in February, which included our
new company values and our proposal to
transition to a new Target Operating Model
(TOM) – a new company structure.
The objective of delivering a new TOM
was part of a wider initiative to future-proof
our business infrastructure enabling us to
continue to deliver a best in class service
experience for all our clients.
“John Henry Group has enjoyed considerable
growth of 33% year-on-year for the past
two years – the implementation of our new
TOM will ensure we have the foundations
to manage our existing commitments to our
clients, provide the platform for continued
growth and invest in the development of
our people reinforcing the values of the
John Henry Group: Excellence, Forward-
Thinking and Together,” says Organisational
Development Director, Natalie Keogh.
“To achieve this, we undertook a period
of consultation with our staff, mapping our
existing staff members to new roles within the
TOM, reflective of their skills and expertise.
Following completion of the consultation
period the Leadership team confirmed their
intentions to proceed with the changes and
we are now actively transitioning to the new
operating model.
“TOM will ensure the introduction of
specialist programme directors and
account managers to oversee networks
rollout and work schedules for the delivery,
maintenance and upgrade of next
generation infrastructure,
which will support with
the objective of
“offering a heightened
service experience for our partner clients.
“We will continue to support the development
and promotion of our existing staff in addition
to actively utilising the external market to
further strengthen the skills and expertise we
have within the John Henry Group.”
The announcement also saw the introduction
of new key members of management within
the business, such as our new Group Client
Director, Phil Stewart, (pictured below).
Phil joins John Henry Group from energy
services company Centrica, where he was
Head of UK Customer Service for three
years, leading more than 650 people across
operations and customer services.
He said: “I’m looking forward to ensuring our
customers are centric to our business delivery
model and will be responsible for managing
all of our client accounts within the John
Henry Group across our sector portfolios in
telecoms.”
Watch our Q&A video with Phil on the John
Henry Group website at Johnhenrygroup.
co.uk/news.
You can also download a
copy of our values and
request a copy of our new
Target Operating
Model within the same
section.
< Phil Stewart has joined
John Henry Group as Group
Client Director as part of a
new ‘operational model’.
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