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About the Role
As a Field Operations Manager, you will lead and develop our Patrol teams to deliver exceptional roadside assistance experiences for our members. You'll coach, develop, and engage a large field-based workforce, drive operational performance, champion safety, and help shape the future of roadside assistance.
Responsibilities
- Effectively recruit, retain, develop and reward a team of NRMA Roadside service providers including employee and contract staff (approx. 20-40 FTE)
- Manage all performance or behavioural issues that arise using coaching, counselling and performance management techniques to resolution
- Support our field-based workforce, including regular travel across the NRMA patrol network to conduct monthly one-on-one meetings, provide coaching, and maintain strong team engagement
- Develop and maintain effective industrial relationships 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
- 5+ years’ experience in managing service delivery operations across various service-based organisation
- Proven ability and experience in understanding and applying technical information
- Demonstrated experience in managing diverse, field-based teams (preferably unionised) 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 current and valid NSW Driver’s License with safe driving record
Skills
- Coaching
- Performance management
- Team engagement
- Industrial relations
- Operational support
- Financial analysis
- Safety incident response
- Quality Assurance
- Communication
- Negotiation
- Stakeholder engagement
Location
- Sydney North-West region
Work Type
- Full-time
- Permanent
- Travel required
Experience Level
- 5+ years management experience
Education Level
- Tertiary level (related field) or technical trade qualification (preferred not essential)
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 NRMA personal insurance products
- Career growth and relocation opportunities within NRMA Group
About the Company
- One of Australia's most trusted brands and proudly member owned.
- Focuses on people and community.
- Offers legendary Roadside assistance.
- Expanding into electric vehicle charging networks.
- Owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
- Aims to keep moving Australia forward.
Equal Opportunity
- We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
- 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.