Frontline Operations Manager

**Company Description**:
The NRMA is an organisation looking to the future, and right now, we are on the lookout for people who can help us reach our goal: to continue to shape the way Australians move, for the next 100 years and beyond.

At the NRMA Group, we are People Moving People and diversity and inclusion are part of our DNA. Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. It fuels our innovation, promotes flexible ways of working and connects us closer to our members and the communities we serve.

As our Towing Operations Manager, you will be responsible for the management of towing services within the Greater Sydney area and is made up of a blend of NRMA owned fleet and associated staff and NRMA Contracted Towing operators. The Team and network function 24 hours per day, seven days per week.

The position demands a high level of people leadership, asset management (tow vehicles and associated equipment) and supplier relationship management skills, issue resolution and problem solving capability, cross functional teamwork, attention to detail and a desire to drive continuous improvement, all whilst safely and efficiently mobilizing a large and diverse field based, industrially complex workforce to deliver services efficiently for our Members and customers.

Within this context, the Manager for Towing will manage the team in a way that develops a high impact team environment, whilst also aligning with our playbook and values. This role will drive continuous improvement amongst the team and ensure that our Customer engagement remains aligned with our aspiration to be the number one Towing provider in the market.

**Your key responsibilities will be to**:

- Coach and develop the team to create a high performance, engaged, enabled, customer-centric, diverse and inclusive team culture
- Manage all performance or behavioral issues that arise using coaching, counselling and performance management techniques to resolution (up to formal disciplinary stage)
- Lead teams/staff capabilities and performance to achieve high levels of operational and commercial performance and deliver an engaged, enabled, diverse and inclusive team environment
- Engage with various internal and external stakeholders (including Union bodies) to ensure alignment with business initiatives and objectives
- Manage own fleet availability and utilization, as well as team rosters to align with member job demand requirements and trends whilst partnering with the fleet team, workforce planning and service coordination teams to optimise service performance / RTA
- Full financial responsibility for the Metro Towing Team, ensuring continuous improvement efficiencies are identified and implemented
- Champion, communicate, support and manage meeting NRMA’s Safety and Environment obligations to provide a safe workplace and focus on environmental protection

**Qualifications**:

- Leadership, ability to coach and develop, build and manage insource/outsource teams, manage
performance and achieve goals
- Pragmatic in approach to activity and delivers practical outcomes and solutions
- Resilient by nature and ability to effectively manage through a transformational landscape
- Extensive experience in management within an operational environment with a key focus on customer
service delivery and ability to link operational excellence to business strategy
- Experience in negotiation, handling conflict and confrontation, and facilitating resolution
- Proven experience of business communication, writing skills, including reports
- Experience in the development and implementation of operational plans
- Proven relationship development and management experience with both internal and external (supplier &
member) stakeholders, combined with developed business acumen
- High degree of curiosity coupled with exceptional data analytical skills and the ability to translate analysis
into insights and actionable outcomes which are linked to operational and strategic priorities
- Strong negotiation and conflict resolution skills
- Excellent interpersonal and negotiation skills to work with cross-functional managers and their teams,
resolve differences and facilitate collaboration, teamwork and effective problem solving and decision
making

**Additional Information**:
**Amazing Benefits are Yours**

To ensure our employees feel valued, empowered and celebrated we provide a range of employee benefits including:

- “ME'” day - one extra day of paid leave per year, called a ME Day, to use at any time during the calendar year
- Discounts on all NRMA insurances, group products and free roadside assistance
- Accommodation discounts and VIP extras at our Award winning Tasmanian Lodges, Hotels and NRMA Holiday Parks
- Access to exclusive member marketplace benefits - including discounts on fuel, movie tickets, attractions & experiences, cafes & restaurants and many more
- Market leading