Delivering an Interim Executive to Stabilise Operations and Enable Strategic Reform for a Victorian Water Utility
The Brief
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.
We maintain genuine relationships with past candidates and continue to support them with leadership solutions long term, after they land their role.
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
Future Leadership identified and secured a highly experienced interim executive with deep expertise in customer operations across regulated utilities, energy, and telecommunications. With a proven track record of leading large-scale service environments through disruption, the interim brought both operational depth and the leadership presence required to partner effectively with the COO.
From the outset, the Interim General Manager set about engaging closely with their immediate leadership team, fostering alignment and trust. Rather than focusing solely on immediate fixes, they placed emphasis on diagnosing systemic issues, creating space for honest assessment, and mapping the sequence of changes required. This approach ensured the division’s leaders were part of the journey, developing a shared understanding of priorities and preparing to lead their teams through the next stage of reform.
Top 5 Capabilities
Stakeholder Relations
Built trust and alignment across a large leadership cohort during a sensitive transformation.
Strategy and Purpose
Enabled clarity around the Target Operating Model and its strategic implications.
Adaptability and Resilience
Navigated a high-pressure environment with composure and focus.
Communication and Influence
Fostered honest dialogue and shared understanding of priorities.
Organisational Capability
Prepared the division for long-term reform through structured planning and leadership development.
The Outcome
The Interim appointment provided the organisation with stability, credibility, and a disciplined approach to change at a time of uncertainty. Early steps were taken to ease operational pressure and address customer pain points, while the leadership team was guided through a process of diagnosing the deeper challenges that needed to be addressed.
By taking their leaders on this journey, the Interim General Manager helped build alignment around the TOM, instilled confidence in the COO’s transformation agenda, and laid the foundations for a structured 18-month program of change. While the transformation is ongoing, the interim engagement has been instrumental in preparing the organisation for the next phase, ensuring that both the COO and the Customer Experience division are equipped to move forward with clarity and purpose.
