CEO Insights Magazine

In today's business world, success is often defined by the vision and leadership of its top executives. These leaders, through their stra­tegic decisions and innovative ap­proaches, not only navigate their companies through challeng­es but also seize opportunities that drive sustained growth and transformation. Mehtap Akkaya, the CEO of Eurocross Turkey, is a prime example of such leader­ship. Under her visionary leader­ship, Eurocross Turkey is redefin­ing the standards of medical and roadside assistance, blending cut­ting-edge technology with cus­tomer-centric solutions to deliver unparalleled service. Mehtap's commitment to excellence and innovation is transforming how medical and roadside assistance is perceived and delivered across the country, setting new bench­marks in the industry.

In this interview with CEO Insights Asia, Mehtap Akkaya shares her valuable insights into her career journey and her com­pany.

Can you give a brief overview of Eurocross Turkey?

Eurocross Turkey, a subsidiary of Eurocross Assistance Nether­lands and part of Achmea Insur­ance, is a leading international medical and roadside assistance provider headquartered in Istan­bul. Operating a 24/7 bilingual alarm center, Eurocross Turkey offers comprehensive medical, accident, and breakdown assis­tance services across Turkey and beyond. The company’s team of multilingual professionals, in cluding doctors, nurses, and technical experts, ensures high-quality, real-time case management and cost-ef­fective solutions. With a network of over 3,000 service providers and a commitment to Western standards of client service, Eurocross Turkey exemplifies advanced operational management and exceptional customer service in the region. Eurocross Turkey exemplifies advanced operational management and exceptional customer service in the region.

Having achieved many feats in leadership roles across various industries, how do you look back at the journey you have travelled so far?

Looking back on my journey, I see a tapestry woven with rich and diverse experiences. From navigating through varied geographies and cultures to engaging with a wide range of people and challenges, each step has been both demanding and rewarding. This path has not only involved overcoming obstacles and man­aging complex scenarios but also celebrating success­es and savouring the highs of achievement.

I have encountered a broad spectrum of emo­tions—struggles, concerns, and moments of profound satisfaction—each contributing to the leader I am to­day. My experiences have shaped me profoundly, and I am grateful for the depth and breadth of this journey.

What stands out is my unwavering commitment to learning and growth. My passion for my work has always driven me to seek excellence and make a mean­ingful impact. This drive is an intrinsic part of who I am, fuelling my ambition and continually pushing me to strive for more.

How are these experiences helping you to bring strategic insight and governance expertise to drive your company?

My diverse experiences have been instrumental in shaping my strategic vision and governance exper­tise. I aim to lead a company that not only excels in its sector but also sets new benchmarks for excellence, anticipates industry trends, and delivers unparalleled customer satisfaction with a commitment to sustain­ability and stakeholder welfare.

The extensive knowledge and insights I've gained over the years have been crucial in realizing this vi­sion. They provide me with a deep understanding of strategic execution and governance, serving as a bea­con of clarity in navigating complex challenges.

In tackling multifaceted issues, I frequently draw upon lessons from past experiences and successful strategies. This historical perspective, coupled with an openness to incorporating external insights, enriches my approach. By integrating these diverse sources of knowledge, I am able to craft well-rounded strategies and implement effective governance practices that drive our company forward with innovation and re­sponsibility.

Tell us about your leadership approach. What are the guidelines or methodologies you follow as a leader?

My leadership approach is a strategic blend of two core paradigms: the beacon and the architect. As a beacon, I focus on illuminating the path forward by crafting a compelling vision, strategic objectives, and a cohe­sive organizational identity. This role involves steering the company with purpose and clarity, ensuring that every member is aligned with our overarching goals.

Concurrently, as an architect, I concentrate on the internal mechanics of the organization. This in­volves cultivating a positive culture, designing effec­tive structures, and optimizing systems to support our strategic vision. By aligning our organizational com­ponents with our strategic goals, I ensure that we have the robust foundation needed for sustainable success.

Could you tell us about how you guide the team to deliver customer service that are quality-focused, proactive and open to changes?

In our field, we often encounter clients during their most challenging and emotionally sensitive moments, and navigating these situations demands not only ex­cellence but also a profound level of empathy. Our ap­proach is to deliver service that is not just reactive but anticipatory, rooted in understanding and preemptive solutions.

Our team thrives on a culture of passionate service, where each day begins with the drive to ask, “How can we make a difference today?” I’m privileged to work with a team that is inherently motivated and does not need additional incentives to excel. However, sustain­ing this high level of enthusiasm requires continual investment. We have made substantial investments in both technology and talent, ensuring that our sys­tems are cutting-edge and our people are continually trained and developed.

Cultivating an environment that embraces change is one of our biggest challenges, particularly when high standards are already in place. Yet, we believe in the principle of continuous improvement. By leverageing advanced technologies, we are not just meeting but exceeding customer expectations, transforming service delivery into a proactive, high-quality expe­rience that anticipates needs before they arise. This commitment to innovation ensures that we are always positioned to offer exceptional and evolving service, pushing the boundaries of what is possible.

How have you built the team and what are the potential skills or criteria you look for in fresh candidates?

Building a high-performing team is an intricate blend of aligning skills with roles and fostering a culture of excellence. Our approach is guided by comprehensive competency frameworks tailored to various levels and functions, ensuring that we select individuals who meet these rigorous standards. Yet, the essence of a successful team goes beyond technical prowess. I prioritize candidates who excel in relational skills, seamlessly integrate into a collabora­tive environment, and exhibit an openness to continu­ous growth and adaptability. I seek those who are driv­en by curiosity and a strong desire to learn, alongside an inherent resilience and ambition. In particular, I am drawn to individuals who are not only committed to their own roles but are also enthusiastic about contributing to the organization's broader objectives.

What is the next chapter you look forward to embarking on your professional journey?

As a CEO, I am continuously driven by the prospect of new challenges and opportunities that can elevate both my personal growth and the impact of my orga­nization. The next chapter I look forward to involves stepping into a role that not only broadens my influ­ence but also amplifies the positive impact I can make on a global scale.

I am particularly excited about opportunities that will allow me to leverage my expertise to guide trans­formative projects, foster innovation, and drive sus­tainable growth. Engaging with diverse cultures and global markets is a key focus, as it presents the chance to gain fresh perspectives and develop strategies that resonate across various contexts.

Moreover, I am eager to assume responsibilities that align with my passion for mentorship and lead­ership development, enabling me to cultivate future leaders and enhance our organizational capabilities. This next chapter will be about embracing complexity, driving strategic initiatives, and contributing to a leg­acy of excellence and impact.

In light of your strong professional experience, what would be your advice to budding industry leaders?

To emerging leaders, my advice is to cultivate a mind­set that is relentlessly solution-focused. Understand that every challenge is an opportunity in disguise and that optimism coupled with perseverance can uncover paths to resolution. Never underestimate the power of self-be­lief and collective effort; the answers often lie within the problem itself.

Aim to view challenges from a strategic vantage point. The key to effective problem-solving is identi­fying root causes and crafting solutions that address these foundational issues. Emphasize not just your own skills, but also the importance of building a team of exceptional talent—people who can bring diverse per­spectives and innovative ideas to the table.

Lastly, embrace change with enthusiasm. Being adaptable and receptive to new ideas is not just a trait but a competitive advantage. Foster an environment where feedback is valued, and remain agile in your approach to leadership. This adaptability, combined with strong communication and strategic insight, will position you to lead with impact and drive sustained success.