Foster and embed a culture of outstanding service quality across the organisation
The Brief
Future Leadership was engaged by this aged care provider as they had just begun implementing its ambitious ‘Next Generation Strategy 2025’, a strategy firmly focused on offering innovative services to people as they age and a distinctive customer experience to consumers with greater expectations of safety, quality, choice and responsiveness.
The organisation’s General Manager Quality, Outcomes and Research, was a key Executive underpinning this Strategy. When our client announced the resignation of the prior General Manager Quality, Outcomes & Research, the organisation approached Future Leadership to appoint an outstanding replacement. The brief was to find a powerful campaigner for quality care with the proven ability to ensure that good governance is part of the business culture. The appointee was to have a genuine interest in improving the experiences of older people and was to be someone who holds client experience as their North Star.
Candidate net Promote Score
Future Leadership combines truly personalised relationships with innovative technology solutions to ensure an approachable and efficient process for all our Net Promoter Score across clients, successful candidates and unsuccessful candidates is well above industry standard.
Candidates supported every year
We maintain genuine relationships with past candidates and continue to support them with leadership solutions long term, after they land their role.
Senior Women Appointed since 2002
Over half of the executive search assignments undertaken by our team have resulted in the appointment of outstanding female or LGBTQI+ leaders to high profile roles.
Candidate Retention Rate for 12 months since 2002
Our thorough briefing process and ability to engage passive candidates mean that we go to great lengths to find the right person for the role – long term!
The Process
The Future Leadership team conducted a comprehensive briefing process with the organisations CEO and General Manager, People, Culture & Diversity to ensure the particular nuances of the position and the organisation were well understood.
A highly targeted search process was undertaken which was supported by limited online advertising. The search engaged with a range of individuals across aged care, healthcare and human services organisations and in the process received numerous suggestions and referrals and uncovered several excellent candidates. The CEO and three members of the Executives Leadership Team interviewed four highly qualified candidates and soon after conducted second round interviews with two preferred candidates.
The Outcome
The Future Leadership team appointed a candidate who was a lawyer and a pharmacist by background, having operated in high risk and regulated environments, and brought solid experience leading teams through risk processes and quality improvements.
