Portfolio Manager Case Management (ER Manager)

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.

• Lead and develop a team of experienced Case Managers across a diverse operational portfolio  
• Be the trusted escalation and quality point for complex employee relations matters  
• Fixed-term opportunity until July 2027, Sydney based, with both full-time and part-time candidates considered 

The aviation sector doesn’t stand still. Challenged to adapt and change, we’ve responded by reinventing our customer experience, broadening our business and achieving what was thought impossible. This allows us to stand strong as the Qantas Group. 

As the Portfolio Manager, Case Management (ER Manager), you’ll lead a team of four Manager Case Managers supporting a portfolio across Jetstar, Flight Operations, Engineering, QantasLink and Airports, noting that the portfolio may evolve over time. You’ll act as an expert sounding board and escalation point for the team, providing an initial review of complex investigations and case materials to ensure high-quality outcomes before matters progress further. You’ll need to be comfortable rolling up your sleeves when required, including supporting sensitive or overflow investigations, while helping the team navigate competing priorities and a significant volume of casework. 

This is also an opportunity to help shape how the team works as its operating model and technology continue to evolve. You’ll support the adoption of AI and technology to improve workflows, while building strong relationships across the business and partnering effectively with key stakeholders. 

What you’ll bring to the role: 

• Tertiary qualification in Employment Law, Human Resources or a related field 
• Strong employee relations and case management expertise, with experience reviewing and providing guidance on complex investigations and sensitive matters  
• Demonstrated people leadership capability, with the ability to coach and support experienced Case Managers  
• The ability to operate independently, adapt quickly and confidently manage competing priorities in a high-volume environment  
• Strong judgement and a commitment to producing high-quality, well-structured casework and documentation  
• Strong stakeholder management skills and the ability to build collaborative relationships across the business  
• High levels of emotional intelligence, resilience and professionalism, particularly when navigating complex and sensitive employee matters 
• A practical, hands-on approach with the confidence to step into complex or sensitive matters when required  
• An interest in using technology and AI appropriately to improve workflows and the quality and efficiency of case management processes 

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 up to 18 weeks paid parental leave and additional purchased leave options.   
• 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. 

Applications close: Monday, 26th of October 2026