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About the Role
Rentokil Initial is seeking an experienced National Business Services Manager to lead operational and administrative functions supporting the National Accounts portfolio across Australia. This role will lead the National Account Executive and National Customer Service teams, acting as a strategic bridge between Sales, Branch Operations, and Customer Support to streamline workflows, enhance service delivery, and eliminate non-selling administrative tasks.
Responsibilities
- Direct the National Customer Service team to ensure all customer enquiries, phone queues, and centralised inboxes are managed within established SLAs and quality benchmarks.
- Analyse demand patterns to optimise staffing, shift rosters, and peak-period capacity.
- Lead the National Account Executive team in handling non-customer-facing administration, standardising the production of Quarterly Business Reviews (QBRs), monthly performance reporting packs, and tender documentation.
- Maintain master contract schedules, pricing agreements, and account data integrity across enterprise systems (ERP/iCABs).
- Map and evaluate end-to-end workflows across the client lifecycle, identifying bottlenecks and eliminating manual workarounds.
- Act as the operational business lead during system updates and rollouts, coordinating User Acceptance Testing (UAT), issue triage, hypercare support, and user adoption.
- Partner with Branch Sales and Operations leaders across Australia, Credit Control, and Central Processing to resolve systemic service bottlenecks and drive consistent execution.
- Provide daily direction, coaching, and performance management to onshore and offshore team members.
- Establish career progression pathways and support staff through change initiatives.
Requirements
- 3+ years of proven leadership experience managing customer service, shared services, or sales operations teams within a national or multi-site environment.
- Demonstrated track record in workflow standardisation, SLA governance, and cross-functional continuous improvement initiatives.
- Strong change leadership capability with the ability to translate operational strategy into manageable, desk-level workflows while pacing change to protect service continuity.
- Experience overseeing inbound/outbound contact operations, workforce capacity planning, and queue management.
- Proven capability in managing and influencing diverse stakeholders across Sales, Operations, and Finance.
- High proficiency with enterprise ERP systems (e.g., iCABs or similar), CRM platforms, contact center telephony, and modern productivity suites (Google Workspace / Microsoft 365).
Skills
- Process optimisation
- Customer service governance
- Team leadership
- Workflow standardisation
- SLA governance
- Continuous improvement
- Change leadership
- Contact operations management
- Workforce capacity planning
- Queue management
- Stakeholder management
- ERP systems
- CRM platforms
- Contact center telephony
- Google Workspace
- Microsoft 365
- Lean
- Value Stream Mapping
Location
- Australia
Work Type
- Full-time
Experience Level
- 3+ years leadership experience
Education Level
- Tertiary qualifications in Business, Commerce, Operations, or equivalent practical industry experience.
- Practical knowledge or formal certification in Lean, Value Stream Mapping, and continuous improvement methodologies.
About the Company
- At Rentokil Initial, our foundation is built on Service, Relationships, Teamwork, and Responsibility.
- We offer a dynamic, supportive workplace culture where your leadership is valued, professional development is prioritised, and safety and well-being are paramount.