International Airport, Interim Operations Director
The Client
One of Europe’s busiest international airports found itself facing an unexpected challenge during one of the highest-pressure points of the year. A senior operations leader departed suddenly, leaving teams stretched and an already complex environment under growing strain. The airport, known for delivering smooth passenger journeys and maintaining tight operational control, needed stability and quickly.
The Requirement
With service pressures escalating and teams beginning to feel the impact of leadership absence, the executive team recognised the need for an interim operations director who could step in with confidence, credibility and empathy. This was not just about operational oversight; it required someone who could restore calm, re-energise staff and rebuild trust in a fast-moving, highly regulated environment.
The ideal leader needed deep aviation experience, an instinctive understanding of airport operations and the ability to diagnose issues swiftly. They also needed a steady, human-centred approach, someone who could bring order without disruption, clarity without friction and assurance without imposing unnecessary change.
The Solution
Novo partnered closely with the airport’s leadership to define the immediate challenges and the qualities that would make an interim effective from day one. We moved at pace, activating our aviation network and identifying leaders with strong operational credentials and a reassuring presence.
Our process focused on:
- Assessing aviation-specific operational expertise
- Reviewing crisis-management and stabilisation experience
- Evaluating leadership style, communication approach and team impact
- Ensuring the individual could quickly build trust across a diverse workforce
The Outcome
Novo appointed an interim operations director who made an immediate difference. They walked the floor, listened and rebuilt confidence across departments. Small but persistent issues were resolved, communication tightened and daily routines became more predictable. Within weeks, teams felt supported again and operational performance stabilised.
By the time the permanent successor arrived, the airport had regained its rhythm, energised, focused and ready for the future rather than overwhelmed by the moment. This intervention played a pivotal role in ensuring continuity during a critical period.
