Regional Service Delivery Leader

6 days ago


Newcastle, New South Wales, Australia The NRMA Full time

The NRMA is seeking a Senior Operations Manager to lead our Roadside Assistance team in the Newcastle region.

Job Summary

This is a permanent full-time opportunity to lead a team of 20-40 FTE service providers. You will be responsible for delivering high-quality services to our members and strengthening our organisational brand through your leadership and management expertise.

Key Responsibilities:

  • Lead a team of service providers across the Sydney Metropolitan area
  • 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:

  • Proven 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
  • Valid NSW Driver's License for regular local travel


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