Customer Operations Manager - Novated

Fleetcare; Perth; On-site; AUD 150,000 - 210,000; Full time

Job summary

Fleetcare is seeking an experienced operational leader to head multiple teams within its Novated Leasing division. The role reports to the General Manager Novated and focuses on delivering exceptional customer experiences, efficient settlements, and outstanding client account outcomes.

You will lead and develop teams, drive service excellence, manage workloads and resourcing, and partner with clients, dealerships, financiers and internal stakeholders to achieve exceptional results.

Qualifications

• Experience leading customer-facing operational teams and lifecycle management.
• Strong coaching and people development capabilities.
• Excellent stakeholder management and communication skills.
• Commercial mindset with ability to analyze performance and identify improvements.

Responsibilities

• Lead and develop a high-performing operational team across functions.
• Drive service excellence and customer satisfaction outcomes.
• Manage performance, workloads, resourcing and team capability.
• Partner with clients, dealerships, financiers and internal stakeholders to achieve outcomes.
• Act as escalation point for complex customer and operational matters.
• Identify and implement process improvements for efficiency and quality.
• Use data to monitor performance and drive continuous improvement.

Skills

Team Leadership

Stakeholder Management

Coaching & Development

Customer Experience

Operational Excellence

Novated Leasing Knowledge

Education

Finance/Accounting Qualification

Job description

As Australia’s largest independent Fleet Management solutions provider, our success lies in our passion and desire to provide innovative, and tailored fleet management and leasing solutions to a broad range of clients nationally.

Our team of industry professionals play a fundamental part in this journey, and we are actively looking for dynamic and motivated individuals to join the “Fleetcare Family.”

Job Description

ABOUT THE ROLE

We are seeking an experienced and ambitious leader to join our Novated Leasing business.

Reporting to the General Manager Novated, you will lead multiple operational teams responsible for delivering exceptional customer experiences, efficient settlements and vehicle deliveries, and outstanding client account management outcomes. This varied role will see you:

• Lead and develop a high-performing operational team across multiple functions.
• Drive service excellence and customer satisfaction outcomes.
• Manage operational performance, workloads, resourcing and team capability.
• Partner with clients, dealerships, financiers and internal stakeholders to achieve exceptional outcomes.
• Act as the escalation point for complex customer and operational matters.
• Identify and implement process improvements that enhance efficiency, quality and customer experience.
• Use data and insights to monitor performance and drive continuous improvement.
• Build a culture of accountability, collaboration and customer focus.

Desired Skills and Experience

ABOUT YOU

This is an exciting opportunity for a current Team Leader or Senior Leader working within Novated Lease Operations, Customer/Account Management, Delivery, Settlements, Implementations or Client Services who is looking to step into a broader operational leadership role.

To be considered you will ideally have:

• Experience within the Novated Leasing, Salary Packaging, Automotive Finance or relatedindustries,
• Demonstrated experience leading customer-facing operational teams and customer lifecycle management.
• A passion for coaching and helping people succeed.
• Excellent stakeholder management and communication skills.
• A commercial mindset with the ability to analyse performance and identify opportunities for improvement.
• Experience managing customer escalations and delivering positive outcomes.
• A proactive and solutions-focused approach

Whilst not essential, the following will also be highly regarded:

• Experience leading vehicle delivery, settlement or implementation teams.
• Knowledge of FBT and novated lease account administration.
• Experience with lease reconciliations, deficit recovery and end-of-lease transactions.
• Finance, accounting or related qualifications.

WHAT WE OFFER

At Fleetcare, our people are at the heart of our success. We are committed to building a workplace where talented individuals can grow their careers, contribute ideas and make a meaningful impact.

We offer:

• Generous rewards and benefits, novated leasing, birthday perks and more
• A collaborative and supportive leadership team
• Career growth and development opportunities
• A values-driven culture built on integrity, accountability, respect, customer focus and excellence
• Modern offices and a team that genuinely enjoys working together

Fleetcare is an equal opportunity employer and encourages applications from a culturally diverse background.

Note: Shortlisted candidates will be required to undergo pre-employment background checks