Operations Lead

1 week ago

Sydney, New South Wales, Australia Qantas Airways Limited Full time
At Qantas Loyalty, our teams come together to create new and unique customer experiences

  • Challenge yourself and take the next step in your career
  • Fulltime and permanent position based at our Head Office in Mascot


Qantas Loyalty is a high performing business and has a history of launching exciting new brands and services that make a difference to its millions of Frequent Flyer and Business Rewards members.

Qantas Frequent Flyer and Qantas Business Rewards remain at the core of the program, while the business has evolved to include major partnerships and ventures across Financial Services and Retail, as well as a number of businesses such as Qantas Money, Qantas Insurance and Qantas Wine.


The Operations Lead is responsible for drive the Contact Centre strategy into the operation and translate strategies into IT and operational initiatives, analyse customer business strategies and plans, processes and practices as well as industry trends and make recommendations in quantifiable terms on where the operation could produce benefits such as reduction in unit cost of operation, enhanced productivity and improved customer or agent experience.


With a thorough understanding of both the operation as well as the other business initiatives, the Operations Lead transforms customer and business problems into operational solutions and validates the feasibility of the objectives.

The Operations Lead proposes solutions to support business initiatives and is accountable for ensuring it is operationally feasible for delivery, factoring cost to deliver and viability to ensure we focus on building the right features at the right time whilst also ensuring the operation is in a position to report back on the quality and success of the solution delivered to the customer through the operation.


The Operations Lead will also deliver on high performing Customer Service and Operational business outcomes through our partners in order to implement business initiatives and achieve Qantas Loyalty, service targets and deliver tangible operational efficiencies that translate into improved customer experience.

The successful individual will also manage suppliers against critical performance metrics to drive efficiency and improve customer experience.

This position will act as a key influencer who will lead in developing a workplace culture of continuous improvement, identifying operational weaknesses and implementing change with the collaboration of staff through suppliers of products.


You'll have:

  • 3 years' experience as a Business Analyst and a passion for an agile way of working including3 years' experience working within a contact centre operation
  • Relevant tertiary qualification in operations management and/or extensive experience within and Contact Centre environment
  • Business process mapping experience with a track record of success.
  • Demonstrated ability to work independently and remotely, thinking strategically and creatively, and deal with complexity and ambiguity.
  • Lead the solving of strategic problems that have a high complexity.
  • Excellent attention to detail.
  • Proven ability to meet goals and deadlines.
  • Expert in comparing data sets to deduce accurate insights.
  • Robust stakeholder engagement and management skills.
  • Experience in facilitating workshops, presenting at showcases, leading customer and servicing journey walkthroughs and quality reviews with stakeholders of varying seniority
  • Resultsorientated to meet tight timeframes.
  • Proven ability to identify and execute business opportunities.
  • Strong negotiation and relationship building skills.
  • Committed to Customer Service excellence.
  • Ability to think independently and within a team.
  • Strong relationship building skills at all levels of the organisation and external stakeholders
  • Why Qantas?_
  • You'll 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 you'll 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. You'll 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, we've 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 14 weeks paid parental leave and the op

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