Manager Capability, Engagement & Performance

• Drive capability engagement and performance strategies that shape customer experience across the Qantas Group. 
• Work closely with senior stakeholders and diverse teams to deliver innovative data-driven solutions. 
• Permanent role based at our Mascot Campus 

Weve always been pioneers and were proud 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.  

As the Manager Capability Engagement & Performance youll play a pivotal role in shaping the future of customer experience within our Customer Care & Recovery Team. This position drives capability engagement and performance across Global Contact Centres (including BPOs) Customer Journey Operations Customer Advocacy & Specific Needs and Disruptions. Youll translate business strategy into impactful learning and engagement initiatives that meet operational needs and drive sustained operational performance. 

In partnership with Learning and Development youll lead the design of a robust Learning Strategy and training matrix ensuring efficient delivery that builds capability while minimising disruption and addition youll oversee engagement and communication strategies to keep teams informed and motivated. Working closely with senior stakeholders across the Qantas Group youll foster innovation continuous improvement and data-driven decision-making to maintain a high-performing agile team. 

Youll have  

• 58 years of related experience in a leadership role with proven success in capability and engagement strategies. 
• A tertiary qualification in adult education or training or significant industry experience. 
• Strong strategic thinking and business acumen to translate business strategy into actionable initiatives. 
• The ability to build and maintain effective relationships through stakeholder management and collaboration. 
• Expertise in data analysis and insights to inform decision-making. 
• Excellent communication and engagement skills to inspire and motivate teams. 
• Experience in training and capability development to drive operational excellence. 
• Coaching and leadership development skills to foster high-performing teams. 

Why Qantas  

Youll join 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 means youll be able to grow both personally and professionally at Qantas. Your development is a priority for us so that you can maintain the high standards our customers have come to expect and can continue to develop over time. Youll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role weve got a great track record of 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) and additional purchased leave options for eligible employees. 
• Well give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeing leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships. 
• Well support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or 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 to advise us 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

Please note: 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