Field Operations Manager - Roadside Assistance

Nrma; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible work options

Travel opportunities across NRMA area

Discounts on NRMA services

MyNRMA membership benefits

Career progression within NRMA Group

Job summary

NRMA is seeking a hands-on Field Operations Manager for Roadside Assistance to lead our Patrol teams across the Sydney North-West region. You will coach, develop and engage a large field-based workforce to deliver exceptional roadside experiences for members, while driving safety and operational improvements.

The role requires travel, strong people leadership and the ability to manage performance in a dynamic service environment.

Qualifications

• 5+ years' experience in managing service delivery operations across a service-based organisation.
• Proven ability to coach, develop and engage field-based teams.
• Strong communication and stakeholder engagement skills.
• Experience managing unionised or diverse field teams is desirable.

Responsibilities

• Recruit, develop and retain a field-based team of NRMA Roadside service providers (approx. 20-40 FTE).
• Coach and manage performance, applying coaching and feedback techniques.
• Travel regularly across the NRMA patrol network to engage and support teams.
• Build industrial relationships with local union representatives.
• Oversee day-to-day service delivery and safety compliance.
• Analyse financial and operational information to identify improvement opportunities.
• Act as first point of contact for safety incidents and responses.
• Implement Quality Assurance activities.

Skills

Field operations management

Team leadership

Stakeholder engagement

Negotiation

Communication

Driver's license

Education

Tertiary degree or trade qualification

Job description

Field Operations Manager - Roadside Assistance

We'reone of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadsideassistanceto electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That'swhy a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

Job Description

Every day, thousands of members rely on NRMA Patrols to be there when it matters most.As aFieldOperationsManager,you will lead and develop ourPatrol teamsto deliver exceptional roadsideassistanceexperiences for our members every day.You'llcoach,developand engage a large field-based workforce, drive operational performance, champion safety, and help shape the future of roadsideassistanceas we continue to evolve our services and technology.

Thisrole is for a hands-on leaderwho enjoys being at the heart of our operation.Notwo days are the same. From supporting teams on the road and solving operational challenges, to driving business improvement initiatives and leading through change,you'llplay a critical role in keeping our people safe, engaged and focused on delivering for our members when they need us most.

This isa full-time permanent position where you willbe requiredto travel across ourSydneyNorth-West region.

What you'll do

Your responsibilities will encompass:

• Effectively recruit, retain, develop and rewarda 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 servicedelivery 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

What you'll bring

• Tertiary level (related field) or technical trade qualification (preferred not essential)
• 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

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know Your Belong

We're for inclusion, diversity and representing the members, guests, customers and communities we serve. That's why 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

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. The NRMA is not responsible for any fees related to unsolicited resumes.