Service 04 · Operations & people systems
Build an organisation that runs on systems, not heroics
I design the structures and people systems that let your business perform consistently as it grows: clear roles and accountabilities, grading and career paths, KPIs and incentives, SOPs, onboarding and succession. The result is a business that doesn’t depend on a few heroes, and people who know exactly what good looks like.
Is this you?
Signs you need this
- Every new site or TEAM is set up differently
- People don’t know what’s expected, or how to progress
- Incentives reward the wrong things
- Too much depends on a handful of key people
- Onboarding is informal and new hires take months to perform
Outcomes
What changes
- A structure that fits your next stage of growth
- Clear roles, KPIs and career pathways for every job family
- Incentives aligned to the results that matter
- SOPs and onboarding that make quality repeatable
- A succession bench for key roles
Scope
What’s included
Organisation design
Right-sized structures, spans of control and clear accountabilities.
Grading & career paths
A grading system and career pathways across all job families.
KPIs & incentives
Role-aligned KPIs and incentive frameworks that drive the right behaviour.
SOP frameworks
Standard operating procedures that make quality repeatable across sites.
Onboarding & succession
Recruitment, onboarding and succession planning for critical roles.
Culture & internal comms
Employee Value Proposition, internal communications and engagement.
Timeline
What the first 90 days look like
Days 1–30
Map
Current structure, roles, pay and grading, SOPs and people data reviewed.
Days 31–60
Design
Target structure, grading, KPIs and incentive principles agreed with leadership.
Days 61–90
Roll out
Communication, manager training and first SOPs and onboarding live.
Ongoing
Embed
Performance cycles, succession reviews and continuous improvement.
Why fractional
Fractional vs the alternatives
| Full-time executive | Agency or consultant | Fractional (me) | |
|---|---|---|---|
| Cost | Full salary, benefits and recruitment | Project fees, often per channel | A share of an executive’s time, by retainer |
| Seniority | Senior | Varies | Board-level, 20+ years |
| Owns results | Yes | Rarely | Yes, against an agreed scorecard |
| Builds internal capability | Yes, over time | No, usually creates dependency | Yes, from day one |
| Time to impact | 3–6 months to hire and onboard | Fast, but narrow | Weeks; starts with a review |
| Flexibility | Low | Medium | High: scale days up or down |
Proof
Where I’ve done this
- Designed a group-wide grading system with career pathways, role-aligned KPIs and incentive frameworks across all job families for around 1,000 people.
- Built group-wide SOP frameworks and created an Internal Communications department and intranet.
- Created a first Employee Value Proposition and oversaw recruitment, onboarding and succession across 17 properties.
- Took on operational direction across a 17-property portfolio, alongside my commercial and people remit.
“One of Mr Campbell’s greatest strengths is his commitment to laying strong foundations. The values, principles, and standards he instilled in us have continued to shape our careers and influence how we lead others.”
Sadira Nayager
General Manager · worked with Alan since 2017
“Alan brings a wealth of experience across Sales, Marketing and HR, but what really sets him apart is his ability to bring all these areas together while building an incredible culture within an organisation.”
Anthony Moskovitch
Senior Director of Operations, Newmark Hotels & Reserves · worked with Alan
Questions
Operations & People Systems: FAQs
Is this an HR service?
It’s broader. It connects HR, operations and commercial performance, so the people systems drive business results.
Do you work with our HR TEAM?
Yes. I work alongside your HR and operations leaders and build their capability as we go.
Can this be done remotely?
Most of it, yes. Key workshops and rollouts benefit from time on site, which we plan in advance.
How long does it take?
A first version of structure, grading and KPIs usually takes 8–12 weeks. Embedding it is ongoing.
Written and last reviewed by Alan Campbell, October 2026.
Let’s see if this fits
Book a 30-minute call. We’ll talk about where you are, where you want to be, and whether I’m the right person to help.