Building a pipeline of high-performing general managers in aviation

Client need 

An aviation services provider with over 200 fixed base operations (FBOs) across five continents recognized the need for a standardized approach to hiring, training, and assessing its general managers (GMs). Facing complex market dynamics like industry consolidation and rising customer expectations, the company found that GMs were now expected to act as mini-CEOs. They needed a diverse skill set to drive revenue, manage talent, ensure safety, and maintain customer satisfaction. However, without a clear development path, it was difficult to consistently prepare GMs for this demanding role. 

The solution 

The organization partnered with BTS to develop a comprehensive leadership framework that defined expectations and built the necessary capabilities for GMs to thrive.  

This solution included: 

• The playbook: A foundational guide outlining: 

• GM profile: Key capabilities and behaviors for GM success. 

• GM pivotal moments: 11 critical scenarios requiring strong leadership. 

• GM experience map: Experiences that aspiring, new, and seasoned GMs should seek to ensure they excel in the role. 

• The assessment: A multifaceted tool designed to: 
  • Evaluate current GMs by identifying development areas aligned with the GM profile. 
  • Assess aspiring GMs to define what development is needed to prepare them for the role. 
  • Screen external candidates to determine their readiness for GM responsibilities. 

The assessment comprises several components, including: 

• Moments-based assessment: A simulated environment where candidates demonstrate decision-making in job-related scenarios. 

• Mindset explorer assessment: Evaluates alignment with key leadership beliefs. 

• 360-survey: Provides feedback on participants’ strengths and development areas. 

• Work preferences assessment and panorama assessment: Explore work style preferences, critical thinking, and problem-solving skills. 

Results 

The playbook and assessment have enabled the organization to identify and elevate high-potential leaders across its global locations. Since launching the program, numerous GMs have been promoted to leadership roles such as area director. The structured evaluation has empowered participants to uncover performance gaps and develop targeted growth plans. 

One GM, recently promoted to area director after following a personalized development plan, shared, “You are given the tools to succeed, and your future is in your hands. The assessments and the courses offered are outstanding and can be life-changing.”