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Updated: 26/10/2015
Virgin Australia position description - [Planning and Improvement Advisor]
Page 01
Virgin Australia goals
1. Capitalise on growth business opportunities
2. Drive yield enhancement
3. Business cost efficiency program
4. Optimising the balance sheet
5. Set a new standard in customer experience
6. Develop our people to their full potential
Level 1 Location Brisbane
Department Capability and Business
Improvement
Division Ground Operations
Group Operations Direct Reports Nil
Reports to Planning & Improvement Leader Manager once
removed (MOR)
Manager, Capability and Business
Improvement
Created 02/04/13 Updated 1/10/15
Role Summary
Role purpose
To support best productivity and operational effectiveness for Ground Operations working with several key support
areas for the division including:
 The development, implementation and refinement of Ground Operations Standard Operating Procedures
(SOP) Governance Framework
 Project support for key Ground Operations business improvement initiatives
 Oversight of the Project Portfolio Working Group, collating information, building awareness and escalating
risks to the delivery of any project or initiative.
 Initiatives to improve productivity and working with leaders to implement these where appropriate.
 Individually and collaboratively (with other divisions) reviewing expenditure and identifying areas for
productivity improvement
 Working with stakeholders to set new standards of customer service delivery & deliver improved business
performance outcomes
Accountabilities and Key Metrics
Accountability Major activities Key Metrics
1. Project Support  Support Ground Operations project portfolio by
collating impact assessments, status reports, risk
registers and reporting on issues
 Maintain current portfolio plan and educate and
promote adherence to governance structure within
division
 Coordinate meetings with key stakeholders and
document minutes and action items, including
 Timely and accurate project reporting
 Effective implementation of new
initiatives
 Stakeholder feedback.
Planning and Improvement Advisor

Updated: 26/10/2015
Page 02
follow ups.
 Lead small initiatives by scoping requirements,
evaluating outcomes and implementing changes.
2. Process and
Standards
development
and refinement
 Develop, implement and refine SOP Governance
Framework
 Provide timely advice on Ground Operations
processes and regulatory compliance
requirements to all stakeholders
 Where appropriate, facilitate discussions/meetings
with airport leaders to:
- Consult on process change(s)
- Incorporate valid feedback into further
refinements
- Influence thinking and gain acceptance
 Ensure all changes to policy and procedures are
effectively communicated to relevant stakeholders
 Where appropriate, assist with training design to
ensure the training effectively captures the ‘intent’
of process and attend TTT sessions to get front-
line feedback on process applicability
 Airport compliance to processes and
front line team members
understanding of processes/systems
 Quality, efficiency, and timeliness of
verbal and written communication
 Effectiveness of training materials and
contribution in TTT as SME
 Positive stakeholder feedback
 Shared services partners feedback
3. Continuous
Improvement
 Maintain intimate understanding of front line
operations and trends that impact performance.
 Regular consultation with stakeholders to review
and recommend policy/procedure amendments
that address end user satisfaction issues.
 Continually assess, document, treat and review
risks in assigned functional area and modify
process/policy to improve and align to best
practice
 Implement processes that will maintain or improve
divisional KRA performance
 Where appropriate, support Leader in response to
investigations, findings and/or actions and assist
with implementing corrective and preventative
actions.
 Identification of improvement
opportunities and accurate
determination / recommendation of
feasibility
 Effective and timely process
development that is successful when
implemented in airports.
 Contributing to achieving relevant
performance targets across KRAs
 Quality and timeliness of investigation
finding response and/or action closure
4. Stakeholder
Engagement
and
Communication
 Maintain effective relationships with Ramp and
Guest Services Standards, Training and Quality
Assurance teams, Airports and project teams as
required
 Partner with local airport leadership to identify
improvements in process and tasks and liaise with
appropriate stakeholders to ensure they are
addressed
 Continued engagement with wider corporate
divisions to stay abreast of upcoming
developments
 Plan and implement effective change
management communication plans
 Knowledge of upcoming changes
 Communication of changes to allow
effective change management
 Alignment of content with wider
business policy
 Feedback from respective
stakeholders
 Quickly building rapport with
stakeholders
5. Financial:
Productivity
 Carry out analysis to support budgeting or
cost/revenue forecasting
 Budgets effectively reflect upcoming
expenditure/revenue and Ground
Operations requirements in priority

Updated: 26/10/2015
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Improvement
for Ground
Operations
 Seek to identify opportunities for improving
productivity/revenue by analysing data and/or
discussing opportunities with Ground Operations
leaders
 Where appropriate, create proposals/business
cases for initiating projects/initiatives to improve
productivity/revenue
 Support for key business improvement initiatives
including scoping deliverables, meeting
milestones, completing cost projections and impact
assessments and escalating issues.
order
 Data analysis is accurate and timely
 Quantity/quality of identified
opportunities
 Quality of proposals/business cases
 Valid scoping of projects with
contribution to on budget, on time
implementation of new initiatives
 Positive feedback from working group
members
6. Service & On
Time
Performance
 Ensure policies/processes/projects support best
service performance and OTP.
 Actively monitor service performance and OTP
and look at areas to troubleshoot barriers
 Ground Operations Service
performance (Net Promoter Score,
GST, GEA, Compliments/Complaints)
 Ground Operations OTP performance
(OTP 60%; IATA 90%; Head starts
90%; 35 minute turn performance,
etc.)
Values and behaviours
We think customer
 Our customers are at the heart of everything we do
 We are passionate about creating an outstanding flying experience
 We deliver consistently high service internally and externally
We do the right thing
 We always put safety first
 We act with integrity and honesty
 We create a sustainable and inclusive environment for our people and the community
We lead the way
 We lead by example
 We have the courage to think differently
 We innovate
We are determined to deliver
 We do what we say we’re going to do
 We are responsive
 We are committed to excellence in all we do
Together we make the difference
 We work together to achieve success
 We consider our impact on others
 Our people set us apart

Updated: 26/10/2015
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Expertise
Must have Great to have
Knowledge  Comprehensive understanding of
operations management principles
 Basic understanding of project
management principles
 Good understanding of working to SOP’s
and impact of non-compliance
 Understanding of the dynamics of airport
operations
 Strong understanding of change
management principles, techniques and
tools.
 Understanding of or qualification of
improvement methodologies, eg. Lean, Six
Sigma, ISO, BEM.
Qualifications  Relevant tertiary or Vocational qualifications
Skills  Process mapping, development & business
process reengineering skills
 Excellent verbal and interpersonal
communication skills
 Excellent written communication skills
including the ability to create compelling
business cases/proposals and effective
reports
 Excellent organisation, analytical, problem
solving, critical thinking and decision-
making skills
 Demonstrated change management
capability
 Intermediate level skills in productivity tools
including as a minimum the MS Word,
Excel, Visio, Project, Powerpoint
 Ability to quickly adapt to change and learn
quickly in evolving environments
 Technical writing skills
 Value adding stream mapping & other
process mapping writing skills
 Microsoft Word, Visio and Power Point skills
.
Experience  Experience with airline operations
 Evidence of effective stakeholder
management
 Experience developing processes and
updating manuals
 Experience in robust reporting
 Previous experience in consultation and
advisory services.
Key interactions
Internal Ground Operations – Standards & Training team, Airport Management teams,
Resource Planners (within Ground Ops and other divisions), HR, Payroll, Workers
Compensation, Operations Planning, Project Delivery Teams, Safety & Quality
Assurance, Security, Legal
External Industry Partners and associated industries. Labour contract suppiers

Updated: 26/10/2015
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Sign off
I have read and understand the requirements of this position. I agree to consult with my Leader should I not
understand the key accountabilities or expectations of me. I will carry out the position to the best of my ability and
understand I must meet required performance standards and targets. I accept the responsibilities of the position as
outlined above.
I understand the position description for my role is constantly evolving, based on emerging priorities and shifts in
organisational and department needs, and therefore will be updated from time to time.
Team member name:
[Add name]
Signature: Date:
[Add date]
Leader’s Name:
[Add name]
Signature: Date:
[Add date]

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