Lisa Roberts
Bowen Hills,Australia
Summary
An experienced Airline Operations Manager with a proven track record of driving operational efficiency, fostering stakeholder relationships, and delivering exceptional customer experiences in demanding environments. Seeking opportunities to leverage leadership skills and industry expertise to contribute to the success of a dynamic organisation.
Overview
8
8
years of professional experience
Work History
Duty Manager Operations Control Centre
Royal Flying Doctor Service - QLD
2022.11 - Current
- Leading the OCC team provide consistent and high-level support to all frontline aeromedical crew
- Supporting strategic commercial objectives of the RFDS
- Fostering an environment that encourages innovation and new ideas
- Establishing networks to maintain a strong working relationship with internal and external customers
- Providing effective leadership, coaching and mentoring of new OCC team members
- Managing regulatory compliance of all aeromedical taskings, training, maintenance and clinic aircraft movements
- Acting as the initial point of contact for significant incidents and accidents, facilitating the stand-up of the Initial Assessment Team or Crisis Management Team in accordance with the RFDS Emergency Response Plan
- Serving as a strategic decision maker for resolving complex problems, disruptions or critical incidents when appropriate
- Leading scheduled day of operations meetings
- Ensuring compliance with the RFDS environmental policy to ensure work activities are completed in an environmentally sound and sustainable manner.
Manager Customer Experience
QantasLink
2021.12 - 2022.10
- Responsible for delivering and leading the Brisbane and Sydney Airport Customer Experience Teams & SYD Movement Control Team for QantasLink
- Customer Experience SME for the Regional Airports team to ensure alignment with initiatives rolled out across the Qantas Group, whilst ensuring adherence through the optimisation as regulatory requirements
- Driving a performance focused culture by developing high performing teams and an engaged workforce
- Supporting individual and team performance including individual capability development.
Manager Jetstar Operations
Jetstar Airways
2020.03 - 2021.11
- Managing the daily activities of the JOCC to drive enhanced operational efficiency and effectiveness; balancing the competing needs of other departments and stakeholders
- Managing and guiding the development and capability of the operational planning function of the JOCC
- Identifying and implementing decisions regarding operational improvements and risk management
- Managing the flow of all critical information within the network to ensure all relevant stakeholders are informed to make the best possible decisions
- Acting as the primary liaison point for advising Qantas & Jetstar media/PR and management on specific disruptions
- Implementing work practices, processes and systems geared to improving the JOCC’s capability around network integrity
- Ongoing skill development and coaching of the JOCC team members
- Providing daily functional and technical leadership to the JOCC and tactical response / escalation as needed
- Risk Assessment – being point of contact for escalations which involve corporate emergencies, delay handling and customer service recovery
- Driving On-Time Performance to achieve the highest levels of punctuality
- Managing and further building stakeholder relationships both within and external to the JOCC.
Manager Regional Operations
QantasLink
2017.12 - 2020.03
- Managing day to day delivery of QantasLink Operations with a focus on schedule integrity and disruption management
- Risk Assessment – being point of contact for escalations which involve corporate emergencies, delay handling and customer service recovery
- Prioritisation and effective allocation of ROC resources
- Accountable for the delivery of operational effectiveness and efficiency across the Group's Associated Airlines division (Eastern, Sunstate, Cobham & Network Aviation)
- Driving On-Time Performance to achieve the highest levels of punctuality
- Acting as a key management representative through demonstrated and functional leadership of the ROC
- Managing and further building stakeholder relationships both within and external to the ROC
- Actively managing and supporting ongoing capability build within the ROC
- Operational development for ROC team members.
Supervisor Regional Jet Operations
QantasLink
2016.10 - 2017.12
- Acting Manager Regional Operations Centre
- Managing day to day delivery of all QantasLink Jet Operations (F100/B717/A320) RPT and Charter Operations
- Risk Assessment - Making informed and inclusive decisions regarding the airline schedule that balance risk against schedule integrity
- Maintaining open lines of communication between all stakeholders to ensure timely advice to all parties when there is a disruption to schedule – Cobham Crewing/Maintenance Watch/Engineering
- Managing schedule changes and ADHOC amendments resulting from unplanned disruptions to minimise the impact to our customers
- Driving On-Time Performance across all ports by monitoring, coordinating and controlling daily operations of the Regional Jet Operation to achieve the highest levels of punctuality
- Working with internal & external stakeholders
- PTT – ensuring daily review of aircraft performance, weight & balance vs temp
- Premium Customer Support for key Stakeholders in the West Australian Network
- Training and development of staff.
Skills
- Extensive experience in airline operations
- Strong leadership and team development skills
- Understanding of CASA regulations
- Experienced in understanding Fair Work employment practices (EAs)
- Team Supervision
- Customer Communication
- Attention to Detail
- Written and oral communication
- Professionalism and Integrity
- Relationship Building
- Staff Training and Development
- Shift Scheduling
- Verbal and written communication
- Operations Management
Affiliations
- 2019/2023 Avalon Air Show Movements Team Leader
- Aviation Aerospace, Women in Aviation
References
References available upon request
Timeline
Duty Manager Operations Control Centre
Royal Flying Doctor Service - QLD
2022.11 - Current
Manager Customer Experience
QantasLink
2021.12 - 2022.10
Manager Jetstar Operations
Jetstar Airways
2020.03 - 2021.11
Manager Regional Operations
QantasLink
2017.12 - 2020.03
Supervisor Regional Jet Operations
QantasLink
2016.10 - 2017.12
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