Paul Moss Email & Phone Number

Brisbane, Qld, Au

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Key AccountabilitiesContract Performance• Manage performance and presentation of each designated site (10) in accordance with contractual and budgetary obligation• Analyse and plan for future site requirements • Ensure costs are controlled and invoicing correctly reflects the service provided, and address anomalies as required • Act as the first point of contact for key Clients on matters and participate in all levels of issue resolution, process improvement and customer feedback• Attend regular structured meeting with key clients to receive feedback and monitor contract performanceFinancials & Reporting• Ensure the delivery of the scope of work within budgetary timeframes• Manage P&L and ensure a high level of accuracy • Manage annual leave liability and subcontractor usageLeadership• Advise staff of Company policy, procedures and best practice and conduct team talks• Provide visible leadership on site and allocate and communicate KPIs• Monitor and review the performance of staff members and align to expected standard • Oversee the operation of each site by monitoring and directing the performance of each client portfolio• Escalate any ER/IR issues to HR within a reasonable timeframe to minimise claims from escalating to the Fair Work/Human Rights Commission• Ensure compulsory LMS training modules are completedWorkforce Planning• Manage the resourcing and labour utilisation to ensure staffing levels meet contract obligations • Be responsible for and actively participate in the recruitment and selection of new staff • Implement and develop succession plans for direct reports to ensure business continuity and retentionWHS• Ensure compliance with Company policies and procedures and State and Federal legislative requirements • Promote care for the safety and health of self and staff members• Provide recommendations on potential Health & Safety issues and exposure• Ensure reporting of accidents/incidents within a reasonable time frame

Brisbane, Queensland, Australia

Key Accountabilities • Mass transport fleet presentation (multi-site operation of 7 locations simultaneously), including hygiene, infection control, quality and effective use of resources, rostering and overall efficiencies with a strong application of continuous improvement• Strong Contract and Client Relationship Management to meet and exceed client expectations, including internal cross divisional department collaboration to deliver successful outcomes• Expertise in safety, security, communication, facility, equipment maintenance programs and asset management systems• Employee and Independent Contractor Management• Create effective written and verbal communications to site locations and team members, to provide safe quality effective and efficient ways of achieving results within a diverse and varied demographic of team members• Provide training, coaching and leadership support to commercial cleaning Senior Supervisors, Team Leaders and Team Members• Hands on work as required in field operation and other locations (fleet presentation, equipment, training, auditing, reporting, investigations, risk assessment and policy/procedure review)• Ensure that team members, systems and processes are aligned to exceed customer and client expectations, and deliver strategic business outcomes with a focus on safety, continuous improvement and innovation.• Analytical and operational reporting to senior management and clients on a regular basis• Utilise problem solving skills and risk assessment processes, to deliver exceptional outcomes, reduce cost, retain contracts, gain new business and achieve commercial results• A demonstrated high level of knowledge of quality systems, WHS and operational practices• Regular travel to provide operational oversight, auditing and support at multi-site locations

Brisbane, Australia

Key Accountabilities • Accountability for the overall performance of regional and international airports, particularly with regards to safety, security, customer experience, project management, quality assurance and risk management, budget and on-time performance.• Managing a budget of over $12 million per annum of suppliers and contractors (over 30 contracts and suppliers simultaneously).• Managing facilities to ensure operationally safe, cost effective and compliant requirements are met at all times.• Procurement of cost effective equipment is sourced at industry standard or above, to ensure success of the operation.• Setting, monitoring and improving safety, security, service, budget and customer experience KPIs and KRAs. Conducting onsite and remote audits to facilitate the achievement of growth opportunities and increased revenue opportunities and performance improvement.• Managing contracts for service-level agreements between the company and its contractors to ensure quality outcomes are achieved at all times (tender, document preparation, assessing proposals and appointing successful supplier or partner).• Negotiation, administration support, and coordination of various contracts for Virgin Australia, thereby creating and maintaining positive working relationships and cost saving initiatives.Lead project management initiatives, systems, products and service introductions to ensure a consistent and quality implementation is achieved.Key Achievements• Achieved over 95 per cent customer satisfaction for four consecutive years.• Secured $80,000 in savings by thoroughly reassessing supplier options for a required service and negotiating better terms.• Achieved an 18 per cent year-on-year increase in revenue.

Brisbane, Australia

Key Accountabilities • Managing operational policies and standards to achieve a safe operational environment.• Coaching and leading a widespread team in the development and design of safety and customer standards processes and procedures that were used by over 2,000 operational staff.• Leading the five members of an advisory group in their delivery of an effective and cost-efficient shared-service model of operations.• Optimising recruitment and performance management processes to align individual goals with group and organisational goals.Key Achievements• I unified three airline-group operating manuals, ensuring consistency and accessibility for operational staff and producing a 66 per cent reduction in manual production costs and the environmental impact associated with that production.• With a focus on the design of relevant policies and procedures, I introduced two new aircraft into company operations with short lead-in times (B777, ATR72 500/600), leveraging a range of organisational and communication skills.

Brisbane, Australia

Key Accountabilities • Creating, improving, and implementing training materials for use in the Virgin Australia Group Airlines network.• Managing training resource allocation and usage, including schedule.• Leading and managing 21 training facilitators and learning material designers in their operations, and delivering Train the Trainer packages to network facilitators. Key Achievements• I introduced several new aircraft into company operations (E170/E190), focussing on training staff in the implementation of new policies and procedures.• Out of 7,000 staff, I was one of 14 nominated for the Virgin Blue Airlines Star of the Year award in 2010.

Brisbane Domestic Airport

In this role I was the Customer Service Training Manager for Qantas Regional Airport operations. This included customer service front line and airside/tarmac teams. Managing a geographically located team of facilitators, designers, policy and procedure team members across 3 states.Key Accountabilities • Lead and managing the training design and delivery team (including standards and policy).• Coordinating training aspects of the Customer Service and Ramp team.• Managing key resources and the logistics of business requirements, expectations and priorities.• Maintaining all compliance, regulatory, and company standard records, including participation in Civil Aviation Safety Authority and Department of Infrastructure audits as required (internal and external).• Onsite Project lead for 10 new airport operational implementations, Customer Service, and Ramp (training, systems, equipment, contract management, stakeholder engagement, relationship building, implementation support and follow up review). • Coordination as the lead contact for airport implementation for ground operations throughout the domestic network.• Management of non-compliance of Service Level Agreements and contracts of external providers (training, standards and policy).

Bundaberg

Key Accountabilities • Management of passenger processing, ticketing, reservations, aircraft ground handling, loading and unloading freight (quoting and consigning priority and off peak freight), and passenger baggage.• Extensive training and supervision of new staff, ensuring compliance of all standard operating procedures.• Providing domestic travel arrangements for corporate and leisure clients, including holiday packages. • Scheduling maintenance of the Lady Elliot Island operation: 3 aircraft types with various capacities and limitations, including crew rosters, aircraft availability, and protection of schedule integrity.Responsible for safe and efficient ground handling of Sunstate Airlines aircrafts, client airlines and travel agent duties (corporate and leisure travel).

Certificate Iv, Training And Assessment

Diploma, Leadership And Management

Cert Iv, Work Health & Safety