Senior Operations Manager
7 days ago
The NRMA is an iconic Australian brand that provides roadside assistance services to its members.
Job DescriptionThis is an exciting opportunity to lead a team of service providers across the Sydney Metropolitan area to deliver efficient and quality services to our members. You will also lead strategic alignment of service delivery operations and further strengthen the organisational brand through your management.
We have a permanent full-time secondment/contract opportunity available looking after the Newcastle region. You will be leading a team of our Roadside Assistance team, which is made up of NRMA employees and contracted staff.
Key Responsibilities:
- Recruit, retain, develop and reward a team of 20-40 FTE service providers
- Manage performance or behavioural issues using coaching, counselling and performance management techniques
- Ensure alignment of objectives and activity across the team
- Sustain effective industrial relationships with local Union Representatives
- Support operational day-to-day Service Delivery activities
- Analyse and monitor financial and commercial information to identify business priorities
- Act as first point of contact for all safety incidents and response
- Implement Quality Assurance activities
Requirements:
- Experience in managing service delivery operations within various industries
- Demonstrated experience in managing diverse, field-based teams especially through change and providing effective performance feedback
- Highly developed capability in building and motivating teams and exceptional communication skills
- Negotiation, handling crucial conversations and facilitating resolution skills
- Proven experience of business acumen and front-line implementation of strategic plans
- Ability to foster stakeholder engagement and relationship development
- Obtain a valid NSW Driver's License for regular local travel
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