Customer Operations Manager - Novated

at; Perth; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Generous rewards

Novated leasing

Birthday perks

Career growth

Modern offices

Job summary

Fleetcare is seeking an experienced leader to helm the Novated Leasing operations, overseeing multiple teams and delivering exceptional customer experiences and efficient settlements. You will partner with dealers, financiers and clients to achieve outstanding account results and oversee delivery, settlements and escalations.

The role offers scope to drive process improvements, coach teams, and utilise data insights to raise performance and customer satisfaction across the portfolio.

Qualifications

• Experience in Novated Leasing or related automotive finance operations.
• Proven track record leading customer-facing operational teams.
• Excellent stakeholder management and communication skills.
• A commercial mindset with the ability to analyse performance.

Responsibilities

• 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 outcomes.
• Act as the escalation point for complex customer and operational matters.
• Identify and implement process improvements that enhance efficiency and quality.
• Use data and insights to monitor performance and drive continuous improvement.
• Build a culture of accountability, collaboration and customer focus.

Skills

Team leadership

Stakeholder management

Coaching

Data analysis

Communication

Education

Finance or business background

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.”

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 developahigh-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.

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 leadingcustomer-facing operational teams andcustomer 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

If this role isn’t quite right for you but you recognise how your skills, experience, and positive energy can become part of our next success, check out our website for all current vacancies and how to register for our talent pool.

www.fleetcare.com.au/about-us/join-the-family

Fleetcare is Australia’s largest independent fleet management and leasing company, offering a suite of integrated fleet solutions designed to reduce administration and maximise fleet efficiency. Whether a customer is looking for fleet management, leasing, telematics, pool vehicle management or a hassle-free novated lease plan – we’re perfectly placed to help.

With all the advantages of working for a large corporate business, but with the family feel and great team environment of a smaller independent business, Fleetcare is uniquely placed to bring you the best of both worlds.