About this process

  • Department: Client Delivery
  • Responsible: Accountable Manager
  • Accountable: Operations Manager
  • Consult: Head/s of Department
  • Inform: Client Delivery Team
  • Date created: 30/01/2020
  • Date last updated: 30/01/2020

A change in a client’s delivery team could be required for various reasons, however, we will explore all other options before making the decision to change as this causes disruption, time is required for a handover period and to get up to speed, as well as some clients not appreciating change. 

Step 1 of the process

When a justification for a change in a client’s delivery team is agreed and approved by the Operations Manager and Head/s of Department, the client allocations across the whole delivery team must be reviewed to take into account the whole team's workload.

Step 2 of the process

The Operations Manager & Head/s of Department will review current and near-future capacity, personal development and agree on the individual/s who make up each client team based on the best-case scenario. 

Step 3 of the process

The Operations Manager will allocate function roles and inform the Line Manager/s.

Step 4 of the process

The Line Manager will inform the individuals who will be moving and agree on a handover period. If the changes are due to an individual moving roles or leaving BabelQuest, they should continue to work with the client as close to their move/end date as possible.

Step 5 of the process

The Line Manager will report back to the Operations Manager, who in turn will communicate the changes to the whole client delivery team.

Step 6 of the process

The Accountable Manager will be consulted on the handover period and actions and inform the client of the changes in their team.

Step 7 of the process

The Operations Manager will update any documents and tools to match the changes.



Topics: Operations Processes