We are seeking a highly skilled and guest-focused Duty Manager to join our Front Office team here at Sofitel Brisbane Central. As a Duty Manager, you will play a crucial role in overseeing daily hotel operations, ensuring exceptional guest experiences, and maintaining high-quality service standards across all departments.

• Assist the Front Office Manager in managing lobby operations and ensuring guest needs are met promptly and efficiently
• Oversee and coordinate activities across various hotel departments to maintain smooth operations
• Handle guest complaints, special requests, and VIP requirements with professionalism and care
• Collaborate with Sales and operational teams to exceed guest expectations and meet their specific needs
• Monitor and evaluate staff performance, providing training and support to maintain high service standards
• Conduct regular inspections to ensure compliance with hotel policies, procedures, and quality standards
• Implement and oversee health and safety protocols throughout the hotel
• Analyse guest feedback and operational data to identify areas for improvement and implement solutions
• Manage shift handovers, including proper documentation and communication of important information
• Ensure accurate record-keeping of incidents, guest feedback, and operational reports
• Act as a liaison between guests, staff, and management to facilitate effective communication and problem-solving

As the ICMS Manager with FHE working on our WestConnex Contract, you will have the overall responsibility to manage and maintain the Integrated Contract Management System (ICMS), lead all project-based Quality, Safety and Environmental (QSE) activities and manage a small team of QSE professionals. This role is business critical to ensure the business remains compliant to legislation in the day-to-day operations for the on-going contracted works with WestConnex.

Reporting to the O&M Manager, you will be responsible for:

• Developing, implementing and maintaining the ICMS within a heavily audited and regulated environment in accordance with the project Deeds and Corporate framework.
• Overall responsibility for the ongoing development, implementation, reporting and auditing of FHE’s quality, safety and environmental management systems.
• Continually drive improvement in the development and implementation of Work, Health & Safety plans, Quality plans and Operational Environmental Management plans.
• Support the projects compliance framework and provide advice on governance and project process implementation relevant to the scope of work.
• Ensuring compliance with environmental, safety and quality legal requirements including waste discharge licences, pollution abatement notices and trade waste agreements
• Identifying areas for improvement on QSE matters and preparing recommendations and business cases accordingly.
• Advising relevant stakeholders on the relevant environmental and WHS legislation, ensuring the ongoing safety education, hazard identification and elimination awareness for all levels of workforce are adhered to.
• Inspecting workplace locations regularly to audit safety procedures and report findings to the O&M Manager.
• Preparing and presenting reports on performance against QSE objectives, issues and programs for management.

Our client’s success is our success. And you make it happen! 

Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through innovative technology like the New Payments Platform (NPP) and open banking.   
 
We are a listed public company (ASX:CCL) and one of five licensed banks in Australia with full direct connectivity and production capability across all domestic payment systems. Whilst the major banks leverage this capability for their consumer and business clients, our B2B model focuses on enabling other banks, fintech’s and corporates to deliver innovative and competitive payment and digital solutions to their clients and customers. 

We are looking for a Manager, Operational Risk to join our 2nd Line Group Risk and Compliance Team 

This is a highly visible role in the business and will be responsible for the operational oversight of Operational Risk across five key areas: 

1) Framework Development 

• Design, enhance, implement and own the Operational Risk Management Framework in line with the Cuscal’s regulatory requirements (e.g. APRA’s CPS 230), industry best practices and operating environment in line with three lines of defence  

• Ensure line 2 risk management capability is built and sustained to review, challenge, oversight and assurance reinforcing line 1 accountability with the business owners 

• Develop and maintain comprehensive operational risk metrics, policies, and procedures. 

2) Risk Transformation 

• Play a crucial role as the Operational Risk SME in Program Diamond to ensure that the risk framework design is fit for purpose and suitable to Cuscal’s business and operational environment and ways of working.  

• This would involve looking at the end-to-end risk value chain and transform how we manage risks across 3LoD from a people, process and technology perspective 

3) Business Risk Advisory 

• Review and challenge risk/RiC assessments, adequacy and effectiveness of risk mitigation strategies, controls, and action plans implemented by 1st line teams.  

• Critically assess incidents, breaches, and near misses to identify systemic issues and recommend appropriate remediation actions. 

• Ensure the continuous improvement of risk management practices by engaging with business units to provide constructive feedback and challenge assumptions.  

• Act as a trusted advisor to senior leadership and business units on operational risk matters, including emerging risks, regulatory changes, and industry trends. 

• Drive education and training programs to elevate operational risk awareness and capabilities across the organisation.  

• Collaborate with product, client, and technology teams to ensure operational risk considerations are integrated into new initiatives, system changes, and major projects. 

4) Oversight and Monitoring 

• Oversee the implementation of key risk indicators (KRIs), risk control metrics, and performance dashboards to monitor our operational risk exposure on an ongoing basis.  

• Prepare data driven risk reports for executive committees, providing clear and actionable insights into key operational risks, trends, and emerging issues. 

• Oversee incident and issue management and remediation, including timely escalation, root cause analysis, and lessons learned. 

5) Risk Governance 

• Oversee, monitor and maintain standards/processes to ensure risk system integrity   

• Develop Operational risk reporting to relevant committee forums, ensuring risk information is data driven, comprehensive, accurate, and insightful. 

• Work closely with internal audit and compliance functions to ensure a coordinated approach to risk management and control assurance.  

• Maintain and update risk governance documents, including terms of reference for committees and support risk committees as required. 

About You 
To be successful in this position you will have the following skills and experience: 

• 5+ years of experience in Operational Risk management within the finance and banking industry  

• Solid understanding of relevant laws and regulations, industry codes, standards, prudential requirements 

• Demonstrated experience in operational risk and compliance roles, in the financial services sector, including the design and implementation of effective risk and compliance management frameworks, and a sound knowledge of APRA prudential standards.    

• Demonstrated experience in building risk and compliance maturity and capability across the first and second lines of defence and experience/exposure to better industry practice   

• Strong inter-personal and communication skills with the ability to build effective workplace relationships.   

• Proficient in executing change management activities 

What’s it like to work here? 

As well as good pay and a great culture, we back our employees by helping them work towards industry-recognised qualifications, using online learning, training modules and career planning tools for you to grow with us. We are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of financial, lifestyle, health & wellbeing benefits. 

 
Next Step 
If you think this role is the right fit for you, we invite you to apply. Let’s explore who you are and what drives you. We’d love to share our vision for the future of payments sector. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. 
   
Cuscal does not accept unsolicited resumes from recruitment agencies and search firms. Please do not email or send unsolicited resumes to any Cuscal employee, location or address.