Head of Service Operations

O’Brien is looking for an experienced and inspiring leader that is looking to join an organisation that is a standout leader in their industry, where people are truly at the heart of our DNA, customer focus is exceptional, invests in giving back to our community and environment and where over 90% of our people say they are proud to work for us. If this sounds like you, then we have your next opportunity

**Key Points**
- Newly created influential role to support business growth
- Be a part our Senior Leadership Team
- Fantastic opportunity for career growth and personal development

**The Role**

Part of the O’Brien Group Leadership Team and reporting to the Group Operations Director, the Head of Service Operations is responsible for providing leadership and strategic direction to 6 senior roles ; AutoGlass Network Area Managers and National Customer Experience Manager, who in turn are responsible for oversight of our Service Centres nationally. Through exceptional leadership, with a laser focussed lens of continuous improvement and customer experience excellence and service delivery standards, this role will increase business and people growth, whilst continually Making a Difference with Real Care to our customers and employees.

Key duties and responsibilities include:

- Driving world class network performance across all KPI’s through effective leadership, coaching and innovation aligned to business goals and values
- Driving current and anticipating future workforce development and optimisation to increase operational effectiveness
- Overall accountability for efficiency, quality and profitability performance across the Auto Glass Network
- Instilling and driving a customer centric mindset throughout the network, achieving best-in-class NPS and service standards
- Leading, coaching and developing senior leaders to unlock uncapped potential
- High visibility to senior stakeholders within Australia and within the Belron global group to influence and present divisional performance to both O’Brien Executive and Belron Executive teams

**The Perks**

O’Brien® is committed to giving you fantastic benefits, a platform for development and working with you to grow your career. To support this, we offer:

- Flexible working including Hybrid working arrangements and ability to work from Corporate Head Office, Service Centres and other O’Brien locations
- Market competitive package
- Reward and recognition programs and career development opportunities
- Community service/volunteering leave and giving back opportunities
- Employee discounts with O’Brien services and our corporate partners

**What we are looking for**

At O’Brien® we are Caring, Collaborative, Genuine and Driven. We call this our DNA, and it’s what we seek in finding and growing our team members. If you fit the DNA, you’ll thrive here. In conjunction we are needing someone with:

- 10+ years’ experience in a senior leadership role, ideally in the automotive industry
- Demonstrated leadership and coaching experience with a proven track record of cross-functional leadership and driving commercial outcomes
- Demonstrated high level of business acumen
- Driven continuous improvement in service delivery standards
- Proven ability to drive change and improvement across multiple and varied business units/locations/divisions
- Highly developed stakeholder engagement, influencing, and presenting skills
- Strong IT skills, in particular MS Office Suite (Excel, PowerPoint, etc.)

As part of Belron®, the world's leading glass specialists operating in 35 countries, O'Brien® put our customer at the heart of everything that we do. We serve more than 300,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. We are a highly successful business, and we need talented people like you to keep us strong. We strive to create a work experience where you can be yourself, achieve great things and feel inspired. A workplace where you can be your best you.

O’Brien® is an equal opportunity employer. We celebrate diversity and are committed to create an inclusive environment for all employees. Our goal is to be a diverse workforce that is representative of the communities we serve. If you don’t quite meet all of the criteria but feel like you could make a difference at O’Brien, get in touch.