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Insights: Perception Analysis (London Market Broker)

Eames Partnership was recently commissioned by a London Market broking house to complete an internal perception analysis based on market feedback. The broking division had recently suffered a “mass staff exodus” and as a result, the leadership team approached Eames Partnership to help uncover the reasons behind the recent decline in reputation and the loss of key personnel. In short, it was our role to highlight the key themes (both positive and negative) associated with the business and provide recommendations to the board that would enable them to re-brand, restructure and attract new talent.

The Approach

Through an intensive phase of secondary research, the team highlighted the relevant individuals to speak with, ranging from product heads and practice leaders from both underwriters and broking backgrounds, including ex-employees (of our client). We proceeded to meet in excess of 30 sources to collate a variety of opinions on the broking house, and through this primary research phase, we were able to identify the most relevant themes and capture an unbiased view of the team and wider business. We focused on a variety of important factors that contribute to an (un)happy working environment. These included leadership style, company culture, branding, personalities, internal structure, incentives and, career development.

The Outcome

Following our research phase, we presented our findings to the client and offered a number of recommendations surrounding strategy and next steps going forward. This included the removal of several leaders who were renowned for contributing towards a negative working environment.

Throughout the research phase, we also sought to highlight potential candidates ranging from leaders, producers, placing brokers and broker technicians, and provided our client with a shortlist of candidates who would be a suitable fit culturally but could also deliver the appropriate skillset required to re-build a successful new team. From the 25 shortlisted candidates, the client proceeded to interview 13 individuals and hired a new division of five brokers ranging in experience level, personality, and client/product focus.

If you are interested in learning more about our perception analysis capabilities or how we can help you develop other areas of your business, please contact Matthew Eames at matthew.eames@eamespartnership.com or on +44 (0)207 092 3257.