Enhancing HR operations in a transforming financial services organisation

The challenge

Following a period of significant transformation, this global financial services organisation had established a strong and stable HR Operations function across Europe. The existing team had successfully supported business change and built a solid operational foundation.

As the organisation continued to evolve, there was a clear opportunity to further strengthen and mature the function, enhancing governance, improving consistency and supporting a more scalable operating model aligned to increasing regulatory expectations.

Key priorities included:

• Regulatory readiness: Strengthening controls, documentation and audit capability to meet heightened regulatory scrutiny
• Operational harmonisation: Driving greater consistency across payroll, benefits and employee lifecycle processes in a multi-country environment
• Systems transformation: Supporting the move towards a more integrated HR technology landscape
• Organisational maturity: Developing a more structured, data-driven and scalable HR Operations model

To support this next phase, the organisation sought a senior HR Operations leader Europe who could complement the existing team, bringing deep experience from regulated environments alongside a proven track record in transformation.

The solution

Our approach focused on identifying HR Operations leaders who combined deep technical expertise with transformation capability, underpinned by experience in highly regulated environments.

Using our specialist network, we engaged senior professionals with proven track records in governance-led organisations, ensuring familiarity with audit, risk and compliance frameworks.

Our assessment process went beyond experience on paper. Through in-depth interviews, we explored candidates’ practical impact, including their ability to:

• Deliver improvements across payroll and benefits operations
• Lead system implementations and transformation programmes
• Drive process standardisation across multiple geographies
• Strengthen controls and manage risk in complex environments

Candidates were assessed against four key criteria:

• Regulatory and operational expertise
• Transformation capability
• End-to-end operational knowledge
• Leadership and stakeholder management

Throughout the process, we maintained a strong focus on cultural alignment, ensuring candidates could enhance the existing team while respecting the progress already made.

The outcome

We delivered a high-quality shortlist of candidates aligned to both the technical and cultural requirements of the role, resulting in a successful appointment. The individual selected brings the capability to build on an already strong foundation, supporting the continued evolution of the HR Operations function.

As a result, the organisation is well positioned to strengthen governance, improve consistency across Europe and progress towards a more scalable, future-ready HR operating model.

client testimonial

“Working with Lisanne was a very positive experience. What stood out most was her strong understanding of our needs and her proactive, collaborative approach. The quality of her candidates was consistently high, with a clear focus on both capability and cultural fit.

Her process was structured, transparent, and responsive, making the overall experience smooth and easy to manage. I would highly recommend Lisanne and Frazer Jones for their professionalism, quality of delivery, and partnership mindset.”

Chief Human Resources Officer Europe