Responsibilities- Manage a team of seven direct and 500 plus indirect reports over three locations in Australia.- Accountable for the frontline customer experience, safe operation and quality & risk governance of the airline across cabin service and catering operations. - Responsible for leadership development and succession planning for the department. - Oversee and ensure governance of the performance management process, investigations and decisions, ensuring adherence to the principals of procedural fairness and legislative compliance.- Utilise customer experience data and insights to prepare executive reports and identify barriers to service and training needs.- Provide guidance on workplace health and safety, injury management and work cover claims.- Responsible for the recruitment activities for Cabin Crew, ensuring that Tigerair attracts and retains capable and high performing crew.

Responsibilities- Managed the operational, regulatory and in-flight activities of the Cabin Crew department to ensure the strategic objectives of the department were achieved.- Developed consistent service strategies, standards and training for Tigerair Australia in line with business strategic objectives.- Oversaw Cabin Crew safety, quality and risk governance including the development of executive reports and safety insights.- Monitored Cabin Crew resources during the planning and on day of operations to ensure an adequate supply of appropriately trained crew.- Provided project management and oversight of operational change and improvement initiatives.

Responsibilities- Created a customer and people focused learning and development department for Tigerair.- Identify performance gaps with all Tigerair departments.- Established a Service Excellence program for all frontline staff and a clear service culture and service attributes that is aligned to the company vision and strategy.- Developed and facilitate courses for all frontline staff on leadership, conflict management and service standards.- Developed service standards for Cabin Crew and create a manual of procedures to ensure a consistent service delivery.- Managing a team of instructors and content creators.

Responsibilities- Proactive and focused leadership to a remote customer facing team of approximately 120 Cabin Supervisors and Cabin Crew.- Worked to maximise cabin crew performance through motivational coaching and mentoring, behavioural feedback and the design and implementation of development plans that address skill and capability gaps.- Management of all performance and conduct related processes.- Conduct investigations on workplace incidents and behavioural performance. - Contributed to the development of business improvement initiatives through the analysis and reporting of on-board performance trends and crew feedback across portfolios including catering, service delivery, customer satisfaction, leadership, crew engagement and work health and safety.- Minimise absenteeism through proactive health and wellbeing conversations.- Ensuring ongoing compliance with relevant legislation, Aviation Security, Health and Safety and Virgin Australia Airline policies.- In consultation with other stakeholders maintain regular contact and oversight of injured team members to provide ongoing support.- Facilitation of leadership programs, recruitment and induction programs.- Maintain endorsement and qualifications to operate as a cabin crew member on A330 and B737 aircraft types.

Responsibilities- Ensure all courseware is kept up to date and engagaing in line with company procedures and legislative framework.- Facilitate change management for the Cabin Crew training department - Work with other departments of the business (Service Design, Cabin Standards, Customer Service Capability, Leaders, Cabin Crew) to ensure consistency of training.- Established training centres in Perth and Adelaide- Collate and trend feedback on the training courses, to ensure course met both company and Cabin Crew requirements- Design e-learning courseware for the airline using knowledge presenter and articulate - Assist with the management of Virgin Australia’s LMS system - Manage and develop a team of 15 instructors across Australia- Provide feedback to crew members about their performance in training and develop crew to their full potential