Frontline Operations Manager - Roadside Assistance

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside Assistance to electric vehicle charging networks, holiday parks and lodges, car rentals, harbour transport and ocean cruising, we are striving to make a difference that contributes to a brighter shared future for all Australians. Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together. We have a permanent full-time opportunity available, looking after our North West region . You will be leading a team of our Roadside Assistance team, which is made up of NRMA employees. What you'll do Effectively recruit, retain, develop and reward a team of NRMA Roadside service provider (approx. 30-40 FTE) Manage all performance or behavioural issues that arise using coaching, counselling and performance management techniques to resolution Ensure alignment of objectives and activity across team Supports in Developing and maintaining effective industrial relationship with local Union Representatives Support with the operational day to day Service Delivery related activities Analyse and monitor financial and commercial information and identify issues or opportunities which impact business priorities Acts as first point of contact for all safety incidents and response Implement and manage Quality Assurance activities What you’ll bring Experience in managing service delivery operations within various industries Demonstrated experience in managing diverse, field-based teams especially through change and in providing effective performance feedback Highly developed capability in building and motivating teams and exceptional communication skills Skills in negotiation, handling crucial conversations, and facilitating resolution Proven experience of business acumen and front-line implementation of strategic plans Ability to foster stakeholder engagement and relationship development A valid NSW Driver’s License What's in it for you? At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you! Progressive flexibility, leave and well-being benefits to balance all of life's priorities. Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts. Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more. Discounts on a range of NRMA personal insurance products including car, home & travel. Grow, progress or relocate your career and move around the NRMA Group or different locations with us. Know You Belong We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team. As part of our recruitment process, successful applicants will be required to complete pre-employment checks. Join the NRMA and grow your career with us. Apply now, we cannot wait to hear from you or visit our careers site to find out more!