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About the Opportunity

This role requires a dynamic individual who is a Subject Matter Expert in the Independents brand, providing support and consultancy to both internal and external stakeholders.

Situated within the Supply Operations area, the Capability Owner is responsible for managing third-level support escalations and delivering proactive, preventative support. This includes aligning with the Independent brand's strategy and ProHub's key support objectives, streamlining processes, and enhancing the knowledge of consultants and support agents, both regionally and offshore.

As a Capability Owner, the individual will assist with member onboarding, engage in complex projects, troubleshoot issues, and offer guidance on best practices to boost efficiency and productivity. They are expected to stay current on all aspects of the Independent brand, emphasizing continuous learning, analysis, problem-solving, and the design and delivery of training resources. With extensive knowledge of our systems, products, and processes, the Capability Owner is key to driving operational excellence.

This role can be based in the Brisbane, Sydney or Melbourne head offices.

What you will be doing:

• Handle third level support escalations through a variety of channels, including any support cases raised to you ensuring issues are fully understood and clearly documented.
• Identify trends and identify opportunities to simplify or streamline operational processes
• Work with Supply Business Improvement Managers to assist in creating and validating processes to enhance business productivity through automation and offshoring
• Engage with stakeholders to identify and communicate business risks and opportunities
• Liaise with internal support business to limit duplication and ensure consistency in delivery of knowledge and resources.
• Complete Testing, communications, and deployment of solutions and or content and quantify any impacts to people, process, or systems
• Develop and manage knowledge articles in conjunction with internal stakeholders
• Provide expertise for upskilling of Support & Offshore team members to consistently improve the delivery of consultant support and training

Hours: Monday to Friday office hours - some reasonable out of hours may be required in order to support the business

About you:

• Minimum of 5 years industry experience
• 3+ years experience in this field of expertise
• 1-2 years leadership experience
• Experience working with GDS systems
• Product and system knowledge experience
• Experience content and air distribution
• Multi GDS Knowledge
• Facilitation experience
• Experience in process design and implement /delivery roles
• Experience in business analysis or project management

What's in it for you:

• Culture: You will be employed by a company that takes pride in their employees and offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
• Development: individualised Learning & Development pathway options
• Exclusive Staff Discounts: accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
• Generous Travel Discounts: including family and friends, on flights, hotels, tours, cruises, travel insurance and more
• Flexibility: Monday to Friday week, business hours with flexible options
• Brightness Of Future: career opportunities in a network of brands and businesses across the globe - we promote from within  
• Corporate Health Discounts: access exclusive discounts on health insurance plans for you and your family with our partner, BUPA
• Mental Health: support and Employee Assistance Program for staff and family
• Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and the Flight Centre Foundation; paid parental and volunteer leave
• Social: regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Lisbon in 2024, Los Angeles in 2025)  
• Sustainability: the protection of our environment is essential to the future of Tourism - as a leading travel group, we have made efforts to affect positive change to the environment

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are, to foster inclusivity and collaboration. We celebrate you