Senior Manager Risks, Standards

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. Job Description We’ve always been pioneers, and we’re 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. 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. Key Responsibilities 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. Identify and assess operational risks, lead risk workshops, and implement effective controls and monitoring. Lead investigations into incidents and non‑conformances, drive corrective actions. Leverage insights from assurance activities and operational data to inform strategic decisions. Represent the portfolio in governance forums and build strong relationships. Champion best practice in risk and assurance processes and drive cultural change. Qualifications & Experience 10+ years’ experience in risk management, assurance, or standards within complex operations. Bachelor’s 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? 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. Benefits 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. Equal Opportunity Statement 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. Applications close: Sunday 14th December 2025 Place of work: Sydney, New South Wales, Australia (Mascot Campus) #J-18808-Ljbffr