Inside’s IAG digital HR transformation

“You can spend as much money as you want on the user experience – but if the employee experience isn’t good, and it’s not easy to use for finding information quickly, employees won’t use it.”

Anecdotal reports may suggest that mobile-wielding employees are begging to run their entire work lives from their phones and tablets, but the head of IAG’s HR transformation effort quickly realised there was more to the story.

“IAG was looking to optimise and digitise our people and culture (P&C) service offerings” to better support the company’s 15,000 global employees, he said.

Attaining this lofty goal was a clear challenge considering IAG’s more than 20 legacy HR platforms – which support brands including NRMA Insurance, CGU Insurance, Swann Insurance, Lumley Insurance, WFI, SGIO, and SGIC – were either unintegrated or so heavily customised that they were too complex to be integrated.

The organisation had no system to measure how it was performing, no service catalogue, no clear service level agreements, and no clear performance indicators beyond vague operational goals. It turned to ServiceNow to address some of these shortfalls.

They did achieve it. The first three weeks after launch saw more than 7600 unique visitors to the page, with the most interest in employee discounts and recruitment and career information.
read more at to learn how did IAG achieve this success!

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Manoj Kumar

A senior management consulting professional and an entrepreneur by heart, Manoj has led global change programs for fortune 500 companies like HSBC, Fidelity Investments, and GE. His expertise lies in functional strategy development, operating model building, process analysis, operational improvement, and simplification including global implementation of BI technologies. In 2014, he was recognized as one of the Top 72 HR Analytics Influencers worldwide.

He is currently working as the Vice President, HR Analytics, HSBC. He is also very active in the Entrepreneurial community in India.
His entrepreneurial stints include – India’s first online Toy Rental Company “Rentoys” (, featured in Outlook Money, ET, DARE, UTV Pitch, ET Now, BangaloreMirror, Indian Express, DNA)
and an online marketplace for Indian voiceover artists – (1000+ artist community)