Case study

PA's work for Lloyds TSB

Human Resource Development Category - MCA Awards

Position:
Winner

Year:
1999

The merger between Lloyds and TSB in 1996 created one of the world’s largest banks with around 80,000 employees. How could the HR function best support the organization to achieve its business objectives through any future mergers or changes?

PA developed a new HR organization that was structured around pools of focused expertise: policy, training and development, and consulting. The establishment of a telephone call centre took away all low-level administrative activities. This was reinforced by working to a new commercial model and scorecard of business performance measures. Lloyds TSB made savings of over £5 million in the first full year of operation and increased this to around £8 million in the second.