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About the Role
This role involves leading a team of Roadside Assistance service providers in the North West region, focusing on recruitment, retention, development, and performance management.
Responsibilities
- 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
- 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
Requirements
- 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
- Successful applicants will be required to complete pre-employment checks
Skills
- Coaching
- Counselling
- Performance management
- Negotiation
- Handling crucial conversations
- Facilitating resolution
- Stakeholder engagement
- Relationship development
- Communication skills
Location
- North West region
Work Type
- Permanent
- Full-time
Experience Level
- Management experience
Benefits
- Progressive flexibility, leave and well-being benefits
- Travel discounts on SIXT car rental, cruises, and accommodation at NRMA Holiday Parks and Resorts
- Complimentary myNRMA membership including free Roadside Assistance
- Discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants
- Discounts on a range of NRMA personal insurance products
- Opportunities to grow, progress or relocate career within the NRMA Group
About the Company
- 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 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.
- Life with us is more than just a job – it’s your chance to make a difference together.
Equal Opportunity
- We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
- 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.