Case study: BAC Insurance Brokers

BAC Insurance Brokers needed strong People & Culture foundations to support sustained growth. Here’s how We Are Charlotte created a clear prioritised roadmap and achievable action plan for this, via a six-week project.

About BAC Insurance Brokers

BAC Insurance Brokers began as a small family-owned Sydney based business in the 1980s. Over the years, it has grown into a much larger company aiming to be the leading strata insurance broker in Australia.

• Company size: Mid-sized, growth-stage
• Industry: Insurance brokerage
• Location: Australia-wide operations

Why BAC looked for support

While BAC had strong operational momentum and a positive workplace culture, its leadership team recognised that sustainable success required more than scaling operations. They needed a robust People & Culture function to match.

Over time, their People & Culture processes had evolved organically. While core compliance and onboarding processes were functioning well, other areas such as workforce planning, performance management and recruitment were inconsistent or not yet established.

These functions relied on manual workarounds, siloed systems and individual knowledge. With no formal people strategy, limited visibility of workforce data and underutilised platforms, the business faced challenges in delivering a consistent employee experience, managing compliance risks and scaling effectively.

To move forward with confidence, BAC needed a structured practical review to:

• Establish a clear picture of the current state of People & Culture
• Identify what was working, what needed improvement and where risks existed
• Create a prioritised roadmap to guide investment, uplift capability and support growth

Our approach to working with BAC

Over a six-week period, we partnered with the Chief Operating Officer and Business Manager to complete a comprehensive foundational review.

This included:

• Comprehensive discovery process – An end-to-end review incorporating compliance, operational and cultural perspectives. Activities included a compliance audit, policy and contract review, process and system mapping, employee survey, stakeholder interviews, and creating an employee journey map.
• Clarity on current state – Synthesised findings into an assessment of People & Culture maturity and employee experience. Highlighted strengths, gaps and risks, and examined how inconsistencies affected experience and operational effectiveness.
• Prioritised action plan – Developed a phased roadmap outlining quick wins, mid-term improvements and longer-term strategic enablers. Recommendations were practical, tailored to BAC’s context and designed to enable both immediate action.
• Scalable, people-first foundation – Ensured all recommendations aligned with strategic goals and were achievable with existing resources. Leveraged existing tools, including Employment Hero to improve efficiency, scalability and long-term impact.

The results

Our review delivered a clear, evidence-based picture of BAC’s People & Culture maturity, combining compliance, operational and employee experience insights into a single cohesive view.

The process gave BAC’s leadership confidence in where to focus, how to address risks and how to build a scalable function to support growth. It also provided a strong foundation for future investment in people systems, leadership capability and strategic workforce planning.

Deliverables included:

• Comprehensive Compliance Audit and Risk Summary
• Operational Framework Review of all People & Culture systems and processes
• Employee Journey Map identifying key gaps and experience touchpoints
• Thematic insights from an employee survey and stakeholder interviews
• Prioritised Roadmap with quick wins, medium-term and strategic actions
• Recommendations to leverage existing platforms for efficiency and scalability

Their experience with us

“In my 45 years of being in business, I've used a lot of consultants. And to be honest, I've never really been impressed with what they produce for me, and it’s never really been that useful. But from what I've seen, I'm truly amazed and extremely happy with the outcome of this engagement. I have a lot of faith in you and what I've seen you've actually produced. It's really usable.”

Tony Vatner‍

Managing Director

BAC Insurance Brokers