Susan Rhodes

• Line Leader of National Operational Admin, followed by Line Leader of Melbourne Shift Managers, Melbourne Systems Supervisor, and Melbourne Flight Data Coordinators. Current Line Leader of ML Shift Managers, and CB & TAS TCU.
• Managed day-to-day tasks with precision, responding effectively to dynamic operational needs.
• Executed post-occurrence remedial management actions to maintain workflow efficiency.
• Analyzed reports to identify trends and devised strategies to address negative patterns, achieving performance targets.
• Ensured compliance with safety, risk, environmental, and organizational standards, promptly addressing any deficiencies.
• Established and maintained strong working relationships with direct reports, facilitating seamless communication and teamwork.
• Managed long-term illness and injury cases, ensuring compliance with organizational and legislative requirements.
• Maintained financial discipline by effectively managing overtime, leave, and facility operations to enhance service delivery.

· Maintain an effective working relationship with all relevant Airservices staff to ensure that there is effective coordination of all activities in support of organisational objectives.

· Build and maintain relationships with external vendors to support the efficient running of the Operations Room.

· Escort and provide general assistance to visitors to the Operations Room.

· Complete complex changes to rosters, in consideration of operational, regulatory, and financial implications and impacts. This includes correctly interpreting procedures and guidelines including, but not limited to, Principles of Rostering, Fatigue Management Guidelines, ATS Licensing, Medical guidelines, Endorsements and Conditions of Service.

· Provide immediate tactical response (call-outs and roster adjustments) for the provision of ATS officers in a time critical setting.

· Update and maintain Recency Database and provide reports to business units on a daily basis.

· Coordinate the maintenance of ATS operational and office tools e.g. headsets, chair replacements, stationery requirements, petty cash availability etc.

· Manage competing priorities and task assignments from multiple supervisors, including communicating outcomes.

· Provide administrative support, including running and preparing reports, preparing documents and spreadsheets, maintaining files, undertaking data entry, and ensure the integrity and availability of accurate safety and ATS Licensing records.

· Ensure use of group checklists and adherence to group procedures in relation to daily task assignments.

· Self-manage workload to ensure completion of time critical tasks and ensure accurate recording and handover of incomplete tasks and continuity of situational knowledge to following shifts.

Acting Line Leader ML & CB TCU July 2023

Acting Line Leader National OPS Admin Aug 2023 - Jan 2024

• Provide high quality and efficient service to Line Leaders, supervisors and staff in relation to the accurate development, publication, maintenance and resourcing of rosters utilising a range of approved Airservices Australia enterprise software applications.

• Timely production, optimisation, and cost effectiveness of high-quality rosters for allocated roster groups (portfolios) and actioning complex changes to rosters keeping in mind operational and financial impacts of changes, principles of rostering and fatigue management.

Enterprise Agreement conditions, licensing, medical, technical qualifications and endorsement guidelines and parameters.

• Develop staffing plans and generate reports on staffing status as required, maintain up to date forward planning data and ensure associated processes and periodic reporting is completed on time for allocated roster groups. This work involves direct interaction with Quintiq, SAP, payroll and all Chief People and Culture groups.

• Effectively process, implement, and communicate any changes to staff placements, establishment management, master rosters and new rostering initiatives to all relevant stakeholders.

• Identify areas for greater roster efficiency, effectiveness, and operational sustainability to maximise resource utilisation while minimising staffing costs.

• Provide ad hoc data review, reporting and analysis as required.

• Build and maintain productive working relationships with staff and line leaders and proactively seek feedback to ensure a quality focused service is being provided to all operational groups, initiating positive suggestions for improvements as required.

• Engage proactively with the team to help facilitate performance improvements while ensuring compliance with corporate policies and procedures and actively demonstrating the Airservices Values.

• Manage and prioritise individual workload while also helping others in the team to ensure a high level of Customer Satisfaction, Compliance, Systems and Reporting

• Deliver rostering and monitor related resource planning services in accordance with agreed production schedules in a dynamic environment which often experiences tight deadlines and prioritisation of conflicts.

Safety

• Demonstrate safety behaviours consistent with enterprise strategies.

• Work to deliver FRMS compliant strategic rosters.

I established The Coffee Club DFO Canberra and successfully operated it for 3 years. I employed a staff of 24 and implemented The Coffee Club's Six Building Blocks of the Franchise: Business Approach and Values, People, Marketing, Operations, Property and Finance. I was closely involved in all aspects of the strategic direction of the company, and it's success as reflected in the high turnover and two awards we won: The Priestley's Cake Cabinet of the Year Award and the ranking of 8th out of 204 franchises in the 2010 Coffee Club Franchise of the Year Award. Both of which contributed to a successful sale of the business in Dec 2010.

During my long association with the NAB where I started as a Customer Service Officer, I was continually offered new and more challenging roles around the country and moved from Teller, through to business development, processing and approving personal lending, to conducting and completing Home Loan risk assessments. I left the bank as a Business Banker managing a small business portfolio, a role that demanded high levels of competency and banking expertise.