STRATEGY & TRANSFORMATION IN A COMPLEX BUSINESS

Private Service Delivery Business

When Sasha stepped into this Senior Executive role in 2019, the service delivery arm of this business, circa $50-100m revenue with 300-400 staff, was losing money. It was evident that a new strategy and transformation approach was needed backed by disciplined execution

Methodical planning:

• Baseline analysis conducted into the business to quickly understand key metrics and drivers impacting revenue and profit. Critical detailed reporting was also designed and built

• Transformation program established (program governance and initiatives)  to address top line growth and optimise the business from an efficiency and cost point of view

• Change management plan created in parallel as it is critical to align key personnel and staff with the need for change

Execution:

• Quick wins were identified and brought forward to prove the change was possible, build momentum and deliver improved business performance

• Strategic planning enabled sequencing and execution of initiatives to deliver in line with the overall plan

• A holistic approach was put in place ensuring all elements of the business were optimised, from sales and marketing to the customer journey (which was redesigned)

• Regulatory requirements were carefully monitored. A new policy and governance process was designed and implemented to streamline this

Outcomes:

• Sasha’s leadership and execution returned this business to profitability in year one and subsequently grew profitability year on year.