Frontline Operations Manager

We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

This is an exciting opportunity to work with an iconic Australian brand by leading a team of service providers across 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.

What you'll do

We have a permanent full-time 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.

Your responsibilities will encompass:

• Effectively recruit, retain, develop and reward a team of NRMA Roadside service provider (approx. 20-40 FTE)
• Manage all performance or behavioral 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
• Obtain a valid NSW Driver’s License for regular local travel

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 Rewards 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 Australians, 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.

Join the NRMA and grow your career with us. Apply now or visit our careers site to find out more!