Collaborate, influence and partner with business leaders to ensure the growth development and engagement of our people. Provide leadership and advice to drive the business and P&C Strategy at a local level. Designed, implemented and embedded strategic Group P&C programmes and initiatives to deliver organisational capability and the Group strategy.

Collaborated with the SLT to design, define, agree and communicate expectations and frameworks to enhance performance standards. Worked with the front line operational leaders to implement strategies that drive culture and performance improvement. Provided expert advice, coaching and support to the leadership team on a range of people issues including performance, safety and training. Partnered with the Leadership Team to support the implementation of segment specific people projects and initiatives.

I was responsible for leading the transformation change program for Melbourne International Cabin Crew and Lounges. The role involved the embedding of the new One Service Team philosophy focusing on managing our front line customer teams to achieve our Customer Promise as well as exceeding Safety, Operational, People, Regulatory, and Financial KPI's. Key result areas included: leading change, managing performance and creating a high performing team. Engaging with key service providers and stakeholders at a strategic and operational level is also critical.

Managed the Melbourne International Cabin Crew Operations leading a team of 3 Service & Performance Managers who supported a workforce of approximately 800 cabin crew covering international flights and working within a framework of 2 EBAs.

•Lead and managed a team of 75 direct report On Board Managers across both International and Domestic businesses•Managed overall performance of front line staff to achieve Customer Services Business Plan KPIs •Drove a performance based culture to effectively deliver customer excellence and local base business plan•Collaborated with Senior Management Leadership Team and front line staff to contribute to Business Plan objectives•Managed individual training plans for front line staff ensuring areas of non-performance are dealt with effectively and in a timely manner•Contributed to the implementation of the Qantas Safety Program•Case managed attendance issues to reach the most effective Return-to-Work outcomes referring to other agents as required•Liaised with relevant business areas to manage Industrial Relations issues•Developed effective communication processes ensuring appropriate and timely communication of critical business information, customer feedback and upward feedback

•Identified and rectified service and product gaps and implemented service innovations through the management of continuous improvement in the delivery of service and products•Managed the creation, development and maintenance of customer related policy and procedures across the end to end customer experience in conjunction with internal stakeholders•Raised the quality of service delivery and profile of the department, to customers and key stakeholders through increased productivity and process improvement•Chair monthly meeting with Union representatives to discuss and resolve operational and service related issues impacting the business

•Provided leadership and support to key stakeholders and business units in ongoing monitoring and maintenance of service and product•Coordinated operational feedback from selected auditing processes crew, customer feedback and external audits to highlight opportunities for service innovation and/or refinement for service design•Managed the coordination and communication of daily service and operational requirements•Influenced all levels of the organisation to ensure the needs of the customers and crew are met on a daily basis

•Accountable for the overall performance of Cabin Crew ensuring areas of non-performance are dealt with effectively and in a timely manner•Provided leadership, support and performance management of cabin crew to establish the reputation and image of cabin crew as a distinct competitive advantage and key differentiator for Qantas•Worked with Cabin Crew Management and Cabin Crew to contribute to Business Plan objectives•Actively supported and implement significant change processes in a complex, dynamic and culturally diverse operational environment•Contributed to the implementation of the Qantas Safety Program•Participated in effective communication processes ensuring appropriate and timely communication of critical business information, customer feedback and upward feedback•Complied with Corporate Occupational Health and Safety Responsibilities Standard•Complied with Corporate and Divisional/Departmental Service Standards