Background 

In February 2023 the merger of Ross Trustees and Independent Trustee Services marked the creation of Independent Governance Group (IGG), the largest merger in the professional trustee space. This significant consolidation presented a cultural challenge: integrating two distinct organisations while ensuring alignment around a shared purpose, values and behaviours. The merger also brought 75 new hires into IGG, adding further complexity to building a cohesive company culture.

The challenge was to establish a new culture framework that aligned with IGG’s purpose, ensure a healthy organisational culture, and to foster diversity, equity and inclusion (DEI), wellbeing, innovation and learning initiatives. From the outset, IGG’s vision was to be the provider of choice for trustees and industry talent, while maintaining competitive edge through strong client service and internal collaboration.

Approach 

IGG collaborated with CoachAdviser to help clarify its purpose statement, define core values and identify corresponding behaviours. The research process included qualitative interviews and quantitative employee engagement surveys. Several away days were held, allowing employees to contribute to the development of the Culture Framework. This collaborative process helped build a strong sense of ownership among employees.

“IGG’s Culture Framework has successfully united two firms, fostering a diverse and inclusive culture that supports innovation, collaboration and client service excellence”

CoachAdviser worked closely with the IGG team to develop a culture framework around six core values: Prioritising People, Driving Innovation, Embracing Diversity, Building Collaboration, Delivering Excellence and Creating Impact. IGG prioritised open communication, with CEO Andrew Bradshaw leading the initiative to create an inclusive culture where employee feedback is actively encouraged. A dedicated DEI Committee, chaired by Chief People Officer Manpreet Sohal, leads initiatives such as monthly EDI meetings, training and external campaigns. A Wellbeing Committee supports mental and physical wellbeing through team activities, workshops and forums.

Outcome

The establishment of IGG’s Culture Framework has led to significant cultural and operational improvements. Employee surveys showed that 72% of staff agree that IGG “puts people first” and 87% believe that IGG “embraces diversity”.

All values have become embedded in IGG’s operations, with teams using the framework to guide client service and internal collaboration. Centres of Excellence have been created, allowing teams to share knowledge and best practices across the business. This has strengthened IGG’s ability to deliver excellence, retain its market leading position and foster innovation in key areas such as pension scheme funding solutions.

The framework has also helped drive IGG’s growth strategy, with the firm expanding its client base by 7% and managing over £320 billion in assets. Despite the rapid growth, staff turnover rates have remained below 9%, demonstrating the strength of the company’s culture and the impact on retaining talent.