EVP – Customer Operations — Transport-Assets Portfolio

The mandate

The board has concluded that incremental adjustment will not resolve customer operations fragmented across channels and markets within a institutionally backed infrastructure developer and asset operator. The immediate arena is the transport-assets portfolio during a portfolio monetisation. For mandate 331, the successful executive inherits decisions that have been deferred, competing stakeholder expectations and a need to establish facts before committing further capital.

The EVP – Customer Operations operating perimeter covers approximately A$30,250 million in project and operating-asset portfolio, with activity spanning several transport-assets portfolio customer, product and delivery clusters rather than a single asset. The EVP – Customer Operations Infrastructure remit carries direct influence over roughly 1,000 colleagues and third-party capacity.

The board and its investment committee want a EVP – Customer Operations who can convert ambiguity into a short list of explicit choices for the transport-assets portfolio. The EVP – Customer Operations Infrastructure seat must resolve a portfolio monetisation, while preserving the underlying strengths of the transport-assets portfolio. For mandate 331, value will come through sharper allocation, stronger leaders and an operating cadence that exposes variance early.

The EVP – Customer Operations’s first year on the transport-assets portfolio is expected to end with service consistency, lower failure demand and improved retention. In mandate 331, authority covers resources and leadership appointments; material trade-offs go directly to the board sponsor.

Why this seat is open

This is an urgent replacement for the EVP – Customer Operations — Transport-Assets Portfolio seat following an accelerated leadership transition. Interim accountability is in place for the transport-assets portfolio, but the board wants a permanent appointment within 6–8 weeks because a portfolio monetisation cannot remain under split ownership. The predecessor’s outcome is being handled neutrally and professionally. The external search remains confidential until the preferred candidate and transition plan are agreed.

What you will own

• Set the EVP – Customer Operations value-creation thesis for the transport-assets portfolio, translate it into no more than five enterprise priorities and stop work that does not support them.
• Carry stewardship of approximately A$30,250 million in project and operating-asset portfolio, including allocation, risk acceptance and board forecasts.
• Lead the EVP – Customer Operations Infrastructure organisation of about 1,000 employees and partners, appointing a team with clear decision rights and credible succession for every critical seat.
• Resolve the transport-assets portfolio economics and execution constraints created by a portfolio monetisation, with EVP – Customer Operations-approved owners, dated milestones and transparent escalation thresholds.
• Establish one EVP – Customer Operations operating review across commercial, customer, financial, people, technology and risk outcomes for the transport-assets portfolio; remove reconciliations that obscure accountability.
• Demonstrate enterprise authority across functions and markets, with outcomes visible in cash, customers or controlled risk in mandate 331.
• Build the EVP – Customer Operations’s three-year succession and capability plan for the transport-assets portfolio, reducing dependence on individual executives and improving mobility across the wider Infrastructure organisation.

The first 12 months

• Days 1–90: Validate the transport-assets portfolio baseline, meet the 30 stakeholders most consequential to customer operations fragmented across channels and markets, assess the leadership team, stabilise immediate delivery risks and agree a board-owned scorecard with explicit decision gates.
• Months 4–9: Make the principal EVP – Customer Operations portfolio and organisation choices for the transport-assets portfolio, install the new operating cadence, fill critical leadership gaps and deliver the first measurable release of cash, capacity or customer value.
• Months 10–12: Demonstrate a repeatable transport-assets portfolio trend against service consistency, lower failure demand and improved retention, lock the following year’s capital and talent plan, evidence control sustainability and present a credible three-year value case with downside actions.

What the board will measure

• Delivery of the EVP – Customer Operations’s agreed first-year transport-assets portfolio value case within a 10% tolerance, with variance explained before rather than after the relevant quarter closes.
• A EVP – Customer Operations forecast that remains decision-useful across three consecutive quarters and reconciles the transport-assets portfolio’s operating, cash, customer and people assumptions.
• Closure of the EVP – Customer Operations mandate’s highest-priority transport-assets portfolio risk and execution issues by their board-approved dates, with independent evidence that fixes are sustained.
• Retention of at least 90% of critical transport-assets portfolio talent and ready-now successors for at least 70% of the EVP – Customer Operations’s direct reports.
• A quantified EVP – Customer Operations-owned improvement in the transport-assets portfolio operating constraint behind a portfolio monetisation, supported by a clean baseline and named data owner.
• Clear stakeholder confidence in mandate 331: no unresolved high-severity escalation older than 30 days and no material surprise withheld from its agreed governance forum.

The person

You are currently a EVP Customer Operations, Service COO or Customer Experience Head in a institutionally backed Infrastructure or adjacent enterprise. In relation to the transport-assets portfolio, your EVP – Customer Operations track record includes a transition where the original plan was no longer sufficient; you can explain your choices, evidence and numerical impact. Candidates from infrastructure, construction, utilities, transport assets or project finance will be considered where the operating model, customer stakes and governance intensity match this EVP – Customer Operations brief.

As a EVP – Customer Operations candidate, you bring 22–28 years of progressive Infrastructure or adjacent-sector experience, consistent with the 22-28 experience band. At minimum, you have carried a P&L, book, budget or accountable portfolio of A$17,550 million and led an organisation of at least 800 people.

For mandate 331, the board wants two transitions: a difficult transport-assets portfolio portfolio choice and a leadership-system change during a portfolio monetisation. As the prospective EVP – Customer Operations for this transport-assets portfolio, you must challenge optimistic cases and still create followership. References for mandate 331 must distinguish your contribution from the institution around you.

The EVP – Customer Operations must be based in Sydney; international relocation is supported, but this Infrastructure role is not designed as a remote appointment.

Non-negotiables

• Current or recent accountability at the level of EVP Customer Operations, Service COO or Customer Experience Head, with direct exposure to a board, investment committee or equivalent Infrastructure governance forum.
• Proven EVP – Customer Operations ownership of at least A$17,550 million and leadership of no fewer than 800 employees in a comparable transport-assets portfolio context.
• One completed Infrastructure or adjacent-sector example of customer operations fragmented across channels and markets with outcomes sustained for at least two reporting periods after the initial intervention.
• Sector credibility from infrastructure, construction, utilities, transport assets or project finance; experience that is purely functional and lacks EVP – Customer Operations-level transport-assets portfolio consequences will not meet the bar.
• Willingness to meet the Sydney location expectation, complete conflicts and background diligence, and protect the confidentiality of mandate 331.

Compensation and terms

The anticipated EVP – Customer Operations package is A$380,000–500,000 base + annual incentive, calibrated to the final transport-assets portfolio scope and the candidate’s current mix. Any long-term participation for mandate 331 follows standard vesting and performance conditions. The EVP – Customer Operations appointment in Sydney, centred on the transport-assets portfolio, offers regular exposure to the board and its investment committee. A notice period of up to 6 months can be accommodated for the selected executive in mandate 331.

Confidentiality

The organisation will be identified only after reciprocal interest and a confidentiality undertaking for mandate 331. The market, scale and situation in this brief are intentionally composite and are not a coded description of a named enterprise for mandate 331.