Sarah Dean Email and Phone Number

- Responsible for the development and management of key strategies and projects to enable the delivery of positive performance outcomes across the Customer Experience balanced scorecard.- Responsible for the commercial management and operational oversight of Jetstar’s international third-party cabin crew bases/suppliers, to ensure optimum and consistent performance regarding safety, engagement, customer advocacy, and operational performance.

• Drive performance metrics aligned with Jetstar’s Customer Experience overall strategy, including imbedding absenteeism processes and supported by enhanced data reporting to manage crew absence and track trends;• Coaching and developing Crew Performance Manager team to drive performance across the bases;• Identify training needs based on the KPI outcomes that drive the training agenda for re-training• Develop and implement measures to track performance of employees;• Reward and recognition of crew, supporting Crew Performance Managers to acknowledge their team through service excellence.

• Supports the recruitment, development and performance measures of Cabin Crew and Star Development Managers• Fostering positive partnerships in supporting business leaders, coaching others to address disciplinary cases and grievances in a professional and sensitive approach• Demonstrates agility through considered decision-making, resilience and an openness to change• Demonstrates commitment to risk management and sensitivity to Jetstar contexts• Applying IR and HR policies to monitor performance measures on an individual and group basis, tracking patterns in terms of compliance, absenteeism and performance.• Model and lead performance excellence and value-based culture in line with the Jetstar brand.• Builds connection and embraces diversity through positive working relationships.• Investigate business impacts, process and implement change requirements and develop a business solution to respond to the changing needs of our people and customers, and develops genuine and sustainable internal and external relationships.• Is adaptable, navigates an environment of complexity and uncertainty, and drives change.• Lead and contribute to learning design/delivery quality through effective management of feedback as an opportunity to continuously and proactively improve learning delivery and uptake

- Comprehensive knowledge and experience in assisting in the development and delivery of training and development requirements of cabin crew, and providing feedback both positive and constructive in Performance Reviews and Annual Line Checks - Lead and contribute to the development of base monthly newsletter includes improvements to cabin crew involvement in base activities, and deliver key communication messages in a different medium- Raise awareness with operations team member of performance standards and expectations of support and delivery to our customers. The business benefits from regular development-focused conversations with individuals.- Developed communication strategies in close collaboration with Manager Crew Base and internal HR to ensure compliance with Jetstar Safety Standards, policies and procedures- Management of a team of cabin crew, including training and mentoring individuals; managing and scheduling all service delivery and priorities

- Extensive experience with an in-depth up to date operational knowledge of Jetstar standard operating and emergency procedures - Lead and managed a small team of cabin crew on a daily basis to ensure consistency and delivery of cabin safety and customer service standards- Effectively contribute to a team environment in order to meet organisational expectations- Maintain a professional, friendly and harmonious work environment, and ensure the maintenance of the highest personal standard and presentation- Regular liaison and managed excellent working relationships with Star Development Managers and Manager Crew Base to ensure effective delivery of customer expectations and development of individuals - Coaching and training of individuals to build their personal and professional networks and ensure line training and assessment of cabin crew is conducted