Head of Branch Operions

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Lead a National Branch Network, Drive Operational Excellence, and Deliver Outstanding Service

We're looking for an exceptional leader to join our Senior Leadership Team as Head of Branch Operations. In this pivotal national role, you will lead and develop a high-performing team, oversee our branch operations network, and ensure exceptional customer service, operational efficiency, and performance consistency across all locations.

This is a branch and office-based role with regular travel to our branch network.

About Compass

Since 2001, Compass has been the market leader in accident replacement vehicles. Our mission is simple: Reduce the Inconvenience for customers, clients, and each other. We achieve this through genuine care, teamwork, and a commitment to doing things better.

We live our values every day:

Care & Passion – to deliver outstanding service the way we'd want to be treated

Courage – to be empowered and make informed decisions

Can Do – a proactive mindset focused on solving problems and improving

Trust – to be counted on to do the right thing in all relationships

What You'll Be Doing

• Provide daily leadership to drive branch performance against KPIs and Service Level Agreements (SLAs)
• Oversee short- and long-term resource planning to ensure optimal workflow and outputs in line with budgeted volumes
• Lead the monthly and annual budgeting process for Branch Operations
• Drive continuous improvement across Compass's Branch Operations framework
• Serve as a key member of the Senior Leadership Team, influencing strategic direction and operational excellence
• Determine staffing requirements, lead recruitment, and ensure effective onboarding and ongoing staff wellbeing
• Collaborate with Operations leaders to design and implement a best practice logistics model that aligns with business needs
• Ensure effective workload allocation and consistent branch performance nationwide
• Monitor output quality and partner with QA and Training teams to address competency gaps
• Develop and implement coaching and training programs to standardise processes and lift performance
• Analyse operational reports to track performance trends, drive efficiencies, and manage costs
• Apply process improvement methodologies to optimise productivity and service delivery
• Lead strategic projects aimed at refining operations and customer service delivery
• Partner with the Fleet team to maximise vehicle usage and ensure branches meet fleet compliance responsibilities

What You'll Bring

• Proven excellence in customer service leadership; car rental or automotive industry experience advantageous
• Strong ability to collaborate across teams, departments, and stakeholders
• Exceptional time management and prioritisation skills in a fast-paced, deadline-driven environment
• Proven ability to drive continuous improvement in operational efficiency
• Analytical mindset with strong problem-solving and root cause analysis capabilities
• Inspirational leadership skills with the ability to set goals, guide teams, and resolve conflicts
• Ability to interpret business data and apply insights to decision-making
• Capability to work independently in a high-pressure, target-driven environment
• Flexibility to support a 24/7 operational model, including some out-of-hours work
• A full and valid Australian driver's licence

Why Join Compass

• Competitive salary package and a company vehicle
• 12 weeks paid parental leave
• Employee Assistance Program (EAP) – free, confidential support
• "Make a Difference Leave" – a day spent on local community projects
• Learning and development days
• Free hire car days for personal holidays
• Rewards and recognition programs
• Supportive and collaborative workplace culture

Ready to Apply?

Click Quick Apply and upload:

Your resume

A short cover letter telling us why this role suits you

We value diversity and encourage applications from people of all backgrounds.

Salary match Number of applicants Skills match

Your application will include the following questions:

• Do you have a valid unrestricted Australian driver's license? Are you available to travel regularly? Which of the following best describes your working rights in Australia? What is your expected annual base salary?

Manufacturing, Transport & Logistics 101-1,000 employees

Compass are an established leader in accident management and vehicle hire services in Australia. Formed in 2001, Compass comprises of a suite of diversified vehicle solutions including accident replacement vehicles, standard and commercial vehicle hire, fleet replacement solutions, and tailored end-to-end accident management.

With branches servicing every major city and regional centre across Australia, Compass are committed to delivering an outstanding customer experience through continually delivering first-to-market innovation, driving efficiency; streamlining service delivery; and helping identify additional markets for new product and service development.

Compass are an established leader in accident management and vehicle hire services in Australia. Formed in 2001, Compass comprises of a suite of diversified vehicle solutions including accident replacement vehicles, standard and commercial vehicle hire, fleet replacement solutions, and tailored end-to-end accident management.

With branches servicing every major city and regional centre across Australia, Compass are committed to delivering an outstanding customer experience through continually delivering first-to-market innovation, driving efficiency; streamlining service delivery; and helping identify additional markets for new product and service development.

General Manager – National Sales & Business Operations

Sydney NSW

9d ago

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