Transforming an Operating Unit

Eduardo Criado took over Aon's operating unit in Puerto Rico just as the pandemic began, and his first priority was simply getting to know his team. When Aon set out to move from transactional to consultative work, he found how much his people were valued for their job descriptions rather than their capabilities. Twenty-one months in, he explained why he hired from outside the industry, flattened layers, and believes people trust the leader more than the process.