Senior Manager Case Management

Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group's main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

Job Description

• Executive role providing strategic leadership for Case Management across 30,000+ employees
• Shape best-practice case management frameworks and lead a centre of excellence for the Qantas Group
• Permanent Full-Time role based at Mascot HQ, Sydney

At Qantas, our people are central to our success. We're committed to creating a safe, fair, and supportive workplace where issues are handled with consistency, care, and respect. Our People Services team leads this critical work across the Group.

We're now seeking a
Senior Manager – Case Management
to provide strategic leadership and oversight of case management across the Qantas Group. Leading a team of ~15, this is a senior role with Group-wide impact, driving the implementation of a new Case Management Operating Model across the Group and ensuring best-practice approaches to complex and sensitive employee matters.

The Opportunity
In This Role, You Will

• Provide executive oversight for all case management activities (misconduct, grievances, performance, fitness for work, appeals, whistleblower matters) through 3 direct reports and ~13 indirect reports.
• Lead implementation of the new Case Management Operating Model, including enhanced triage criteria, oversight frameworks, and comprehensive risk review processes.
• Drive organisational transformation across complex business units with competing priorities, managing resistance and building coalition support
• Partner with Industrial Relations, Legal, and senior executives and establish collaborative working relationships
• Implement quality assurance, audit frameworks, and technology solutions
• Act as escalation point for high-profile and sensitive matters requiring executive judgement
• Address team sustainability challenges through capability development, improved processes, and retention strategies
• Establish governance and risk management frameworks to ensure compliance and prevent future issues
• Champion safety leadership and wellbeing initiatives across the function

About You
You are an experienced people leader with deep expertise in case management, employment law, and organisational change. You'll bring:

• 10+ years' experience in case management, HR, or employment law, with proven senior leadership experience in complex, matrixed organisations.
• Degree qualifications in Employment Law, Human Resources, Business Management or a related field (Master's desirable).
• Demonstrated success leading large-scale organisational transformation and change in complex environments.
• Deep expertise in case management, employment law, and risk management frameworks.
• Proven ability to influence at executive level and manage complex stakeholder relationships.
• Change leadership capability including managing resistance and building change champion networks.
• Technology leadership experience with case management systems and data analytics.
• Commercial acumen balancing legal, operational, people, and business risks.

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 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.
• We'll 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.
• We'll support your wellbeing: Whether it's 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. If you have any support or access requirements, we encourage you to advise us at time of application.

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

Applications close:
Wednesday 24 September 2025

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