Senior Manager Risks, Standards & Assurance

• Lead the development and implementation of risk standards and assurance frameworks across Customer Care & Recovery operations.  
• Collaborate with executive leaders to embed governance uplift capability and drive operational excellence across global teams.  
• Permanent leadership role based at our Mascot Campus 

Wevealways been pioneers andwereproud to see that spirit in our people today. Our resilience has helped us through good and tough times and it still drives us to keep pushing the challenging expectations today. 

The Senior Manager Risk Standards & Assurance is a pivotal leadership role within the Executive and Performance Enablement client services function responsible for establishing and maintaining a comprehensive framework for risk management operational standards and assurance across a diverse and complex operating environment. This role will service the Customer Care & Recovery business units including Customer Journey Operations Global Contact Centres Customer Advocacy and the Disruptions team ensuring that all activities meet regulatory obligations internal risk standards and industry best practice. The role is accountable for designing and implementing robust policies procedures and assurance programs that drive consistency compliance and operational excellence while leading the development of standards that underpin service delivery mitigate risk and assure quality across multiple locations and operational teams. 

By embedding structured assurance programs and governance frameworks the Senior Manager provides independent verification of compliance and performance enabling informed decision-making and supporting continuous improvement. The role is responsible for identifying and assessing operational risks leading risk workshops and implementing effective controls and monitoring to ensure resilience and safeguard customer experience. This position also leads investigations into incidents and non-conformances drives corrective actions and leverages insights from assurance activities and operational data to inform strategic decisions and uplift capability across the business unit. 

This executive position works collaboratively with a wide range of cross-functional stakeholders both internal and external to ensure that risk standards and assurance strategies are fully aligned with broader organisational objectives and deliver measurable business outcomes. As a senior leader the Senior Manager Risk Standards & Assurance represents the portfolio in governance forums influences decision-making and builds strong relationships to drive alignment and engagement. The role upholds a safe inclusive and high-performing work environment champions best practice in risk and assurance processes and plays a key role in driving cultural change and operational excellence across Customer Care & Recovery. 

Youllhave  

• 10 years experience in risk management assurance or standards within complex operations  
• Bachelors degree or equivalent practical experience  
• Expertise in designing and implementing risk and assurance frameworks at scale  
• Proven ability to embed quality and operational standards across diverse business units  
• Strong leadership skills including coaching and capability uplift  
• Experience leading major programs and projects with governance and delivery focus  
• Excellent communication and stakeholder engagement skills  
• Ability to synthesise complex data sets and translate them into meaningful insights & reports  
• Commercial acumen and strategic thinking to balance compliance customer experience and cost  
• Track record in driving continuous improvement and operational excellence  
• Strong analytical and problem-solving skills with data-driven insights  
• Ability to manage cross-functional projects and matrix structures  
• Highly organised able to prioritise and deliver under pressure  
• Demonstrated ability to influence decisions and embed risk culture  
• Commitment to innovation and proactive business improvement 
• Why Qantas 

Youlljoin 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 meansyoullbe able to grow both personally and professionally at Qantas. Your development is a priority for us so that you canmaintainthehigh standardsour customers have come to expect and can continue to develop over supported from day 1 withon the jobtraining and coaching as well as our formal training opportunities. While you may start in this rolewevegot a greattrack recordof 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 (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) andadditionalpurchased leave options for eligible employees. 
• Wellgive you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeingleisureand entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronicdevicesand professional memberships. 
• Wellsupport your wellbeing: Whetheritslearning to better support your own and others mental health our interactive wellbeingappor 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. 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 toadviseus at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. 

Be a part of something special and play your part in the Qantas story get in touch today. 

Applications close: Sunday 14th December 2025

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

Remote Work :

No

Employment Type :

Full-time