Manager Workforce Planning & Expense in Sydney

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. 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.

The Manager Workforce Planning & Expense is responsible for the strategic leadership and operational delivery of workforce planning and expense management across the Customer Care & Recovery portfolio. This includes direct accountability for workforce planning in Global Contact Centres (including BPOs), as well as supporting and coordinating workforce planning for the Customer Journey Operations and the Customer Advocacy Teams. The role leads a team of internal Workforce Planners and partners with Finance, Operations, Technology, and external suppliers to ensure optimal resource allocation, cost control, and service level achievement across all customer-facing and support channels. The role is based at our Mascot Campus. The core focus is to drive ongoing improvement in workforce planning processes, ensure interval compliance, and embed robust workforce planning components within crisis management and business continuity practices. The Manager will lead the implementation of 60–90 day lock processes and provide expert support for workforce planning and expense management, ensuring activities align with enterprise standards and best practice.

Responsibilities

• Lead workforce planning and expense compliance across Customer Care & Recovery to optimize resources and control costs.
• Enhance planning processes, implement lock strategies, and embed crisis management for operational resilience.
• Lead and develop a team of internal Workforce Planners; partner with Finance, Operations, Technology, and external suppliers to ensure optimal resource allocation, cost control, and service level achievement.
• Drive ongoing improvement in workforce planning processes and crisis-management integration.
• Coordinate and implement 60–90 day lock processes and provide expert support for workforce planning and expense management.

Qualifications

• 7+ years in a similar role.
• Tertiary qualifications in Business Management, Commercial or Financial.
• Extensive experience in manpower forecasting and workforce planning across complex, multi-site, and multi-channel environments.
• Deep understanding of workforce planning and operational processes (prior experience in a complex contact centre environment highly advantageous).
• Strong financial and data modelling capabilities.
• Demonstrated ability to build, lead, and develop high-performing teams and manage workload to deliver results.
• Strong influencing and negotiating skills across organisational levels, including experience managing industrial agendas and union relationships.
• In-depth understanding of industrial agreements and regulatory environments.
• Analytical, problem-solving, and research skills with ability to turn strategy into actionable deliverables.
• Experience with change management and business improvement in operational settings.
• Strong organisational skills with the ability to prioritise and manage competing demands.
• Advanced written and verbal communication skills.
• Advanced IT skills, particularly in PowerPoint, Excel, and workforce management systems.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. We support your personal and professional growth with on-the-job training, coaching, and formal training opportunities. The Qantas employee benefits program offers benefits beyond travel, including travel discounts, flexible leave options, rewards, and wellbeing support.

Benefits (highlights)

• Discounted air travel for you, family, and friends; exclusive deals on accommodation and holidays.
• Flexible leave options, including 18 weeks paid parental leave and additional purchased leave options.
• Access to rewards across shopping, food and wine, insurance, health, wellbeing, leisure, and entertainment.
• Wellbeing support and access to programs for mental health and nutrition.

Equal Opportunity

Qantas is an equal opportunity employer committed to diversity and inclusion. Aboriginal and Torres Strait Islander peoples and people from all backgrounds are encouraged to apply. If you require support or access, please advise at the time of application. Your personal information will be kept confidential in compliance with privacy legislation.

Applications close: Wednesday 21 January 2026. Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.