• Job Description

  Req#: R91558
  • Exciting opportunity to join a dynamic team at Qantas
  • Grow and diversify your career
  • Permanent position based at our Mascot Campus

  Today, we’re busy planning for tomorrow. We look to the future to guide the way we innovate, helping us stay relevant and responsive in an unpredictable industry. We’ve always been pioneers, and we’re proud to see that spirit in our people. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

  The Manager Continuous Improvement and Programs will support the Head of Global Service Experience working closely with leaders from Digital & Direct Customer Experience and wider Customer organisation to identify and drive both Continuous Improvement initiatives and new projects/programs of work across our business unit. As the resident expert, this role will work in a matrix fashion with others to develop a continuous improvement roadmap focussing on lean transformation of workflows using both process design and technology. The Manager Continuous Improvement and Programs will be articulate, analytical and commercial and will be expected to develop business cases, chair Executive level SteerCo’s and provide regular updates to the Executive on the progress of projects and programs and tracking to benefits realisation. This role is key to driving out unnecessary cost through waste reduction and improved ways of working to uplift productivity and customer experience outcomes. As an influential leader, it will be imperative that this role encourages team members to adopt a cultural change of Growth Mindset and Continuous Improvement.

  You’ll have –

  • Extensive experience with program management & change management, including implementation within a large, complex environment
  • Tertiary qualifications in Business Management, Change, or equivalent industry experience
  • Project/Program management and/or Continuous Improvement qualifications, such as PRINCE2, PMBOK, MSP, Lean Six Sigma
  • Background in management and strategy roles within a large organisation or consulting firm
  • Strong background in delivery/implementation methodologies, risk management, financial management and principles of change
  • Ability to analyse data as well as develop and interpret metrics to identify trends
  • Ability to develop strategies and plans to address negative trends
  • Highly developed influencing, negotiation and communication skills, including written and verbal skills at all levels.
  • Proven ability to build a network of effective relationships at the senior executive level
  • Excellent strategic thinker, with ability to understand/interpret issues and propose creative solutions
  • Ability to influence key stakeholders at the Senior Executive level
  • Ability and confidence to quickly identify key opportunities and issues in any business, and develop strategies or plans to capitalise on these opportunities or resolve issues
  • Excellent people management skills.
  • Proven ability to manage complex projects or initiatives across multiple areas or business units
  • Extensive experience with people and leadership skills, including the ability to strategically influence others
  • Experience in developing and implementing strategy within a business unit
  • Ability to apply critical thinking to proposed methodologies and tools
  • Excellent interpersonal and communication skills, both written and verbal, with the capability to interact effectively with senior management
  • Excellent relationship management skills and ability to relate to people at all levels of the organisation
  • Ability to manage cross functional projects which involve multiple and diverse areas
  • Strong customer focus with the ability to build constructive and effective working relationships with internal and external stakeholders
  • Strong commitment to business improvement and ability to drive change and make things happen
  • Proven and strong analytical and problem-solving skills
  • Highly self-motivated with a strong team spirit
  • Out of the box thinker to change the way we do things and modernise the contact centre environment

  Why Qantas?

  You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

  There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

  The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

  • We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
  • We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
  • We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
  • We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

  Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

  If you’re ready for a culture that will challenge and excite you, submit an application today

  Applications close: 29th November 2023

  Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.

• About the company

  Qantas Airways Limited is the flag carrier of Australia and its largest airline by fleet size, international flights and international destinations.

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