Interim COO – Customer Service & Process Improvements - Case Study
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CASE STUDY CATEGORIES
Interim Chief Operating Officer
Sector: Healthcare (Services)
Location: Melbourne, VIC
Private equity interests recently acquired our client which was founded by a group of like-minded experts in the healthcare industry. A transformational change with new ownership delivered strong top-line growth at about 35% year-on-year. The business operates as two separate operating functions, and our client is looking to unlock further growth by having both functions work more closely and collaboratively together.
Issue:
Rapid growth, however, has led to customer service and process improvement challenges that were an ideal remit for a Chief Operating Officer with significant background in C-level Customer/Digital experience. The business approached EIM to appoint an interim COO while it ran a formal executive search process for the newly created role.
Solution:
EIM immediately appointed an experienced Interim COO to drive more appropriate operational efficiencies across the business. This included a review and change to customer service, enquiries, delivery of care and overall responsibility for the end-to-end delivery of the healthcare offering.
EIM AUSTRALIA
EIM (Executive Interim Management) was founded to meet the need in client organisations for experienced leaders at short notice to facilitate and accelerate change. We are an independent global partnership backed by the experience of over 10,000 assignments worldwide.
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