Context
Our client, a leading insurance provider, embarked on a strategic transformation to shift from policy-centric to customer-centric operations, supporting future growth and multi-product customer engagement. CBO were engaged to lead and manage the mobilisation phase of the programme, with a focus on delivering robust programme governance, structured oversight, and quality assurance throughout.
Approach
We provided full end-to-end programme management leadership, ensuring that delivery remained aligned with strategic goals while successfully navigating evolving business requirements and technical challenges.
One of our key contributions was the establishment of robust governance structures. We set up and facilitated a comprehensive governance model that included weekly delivery check-ins, bi-weekly risk and issue reviews, and monthly programme board meetings. This structure ensured continuous alignment with objectives, maintained oversight, and allowed timely escalation of issues when necessary.
Stakeholder engagement and informed decision-making were also central to our approach. We maintained consistent communication across stakeholder groups, making sure that all decisions were underpinned by the latest delivery status, identified risks, and resource considerations. This ensured senior-level visibility while avoiding unnecessary overhead on delivery teams.
Risk management was fully integrated into the programme. We embedded a disciplined approach to managing risks and issues, maintaining a live risk and issue log and instituting structured escalation protocols to the programme board. All high-priority risks were either resolved or appropriately transitioned to business owners at the time of programme close-out.
Lastly, quality assurance was not treated as an isolated function but embedded into the programme’s rhythm. Weekly reviews between the Programme Manager and QA Lead were conducted to monitor delivery quality, proactively identify emerging risks, and confirm that all outputs remained aligned with expectations.
Impact
This engagement showcased the importance of strong, structured programme management in delivering confidence, ensuring transparent risk handling, and upholding governance integrity—even within complex and fast-paced environments. The foundations laid during mobilisation positioned the programme for success in the following phases.
The programme was delivered on schedule, achieving its overall objectives despite evolving priorities and certain elements being de-scoped along the way. At close-out, governance was managed effectively, with all critical risks either resolved or formally handed over to accountable owners. Supporting materials such as programme logs, action trackers, and governance documentation were finalised and archived, both for audit compliance and future reference.
Throughout, the programme maintained strong board confidence. The governance model ensured that programme boards remained consistently well-informed, engaged, and empowered to support key decision-making. This was achieved by maintaining the right balance between detailed oversight and strategic visibility.
Client Feedback
“We have enjoyed working with our CBO Consultant, she has a really nice approach and easily fitted in with our culture, she’s very approachable, collaborative, and has a positive can-do attitude. Her organisation, pro-activeness and healthy challenge certainly helped with management of a complex programme with multiple stakeholders and deliverables.” Client Programme Sponsor
