National Accounts Operations Lead

Rentokil Initial Group; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Rentokil Initial Group is seeking an experienced National Business Services Manager to lead operational and administrative functions supporting the National Accounts portfolio across Australia. You will bridge Sales, Branch Operations, and Customer Support, streamlining workflows and eliminating non-selling administrative tasks.

You will manage onshore and offshore teams, drive continuous improvement, and own system implementations while maintaining service continuity and high performance under

Qualifications

• 3+ years of leadership experience in customer service, shared services, or sales operations within a national or multi-site environment.
• Proven track record in workflow standardisation and cross-functional continuous improvement initiatives.
• Strong change leadership to translate strategy into desk-level workflows while maintaining service continuity.
• Experience overseeing inbound/outbound contact operations and queue management.
• Experience influencing stakeholders across Sales, Operations, and Finance.
• Proficiency with ERP systems, CRM platforms, and modern productivity suites.

Responsibilities

• Direct the National Customer Service team to meet SLAs and quality benchmarks, optimise staffing and peak periods.
• Lead the National Account Executive team in standardising quarterly reviews, monthly reports, and tender documentation.
• Maintain master contract schedules, pricing agreements, and data integrity across enterprise systems.
• Map end-to-end workflows from onboarding to service execution to identify bottlenecks and reduce manual workarounds.
• Lead system updates, UAT, issue triage, and user adoption during rollouts.
• Collaborate with Branch Sales, Operations, Credit Control, and Central Processing to resolve bottlenecks.
• Coach onshore and offshore teams; establish career progression paths and change initiatives.

Skills

Leadership

SLA governance

Workflow optimisation

Stakeholder management

ERP/CRM systems

Hybrid teams

Education

Bachelor's degree in Business or related field

Tools

ERP/iCABs

CRM platforms

MS 365 / Google Workspace

Job description

Rentokil Initial Group is seeking an experienced National Business Services Manager to lead operational and administrative functions supporting the National Accounts portfolio across Australia. You will bridge Sales, Branch Operations, and Customer Support, streamlining workflows and eliminating non-selling administrative tasks.

You will manage onshore and offshore teams, drive continuous improvement, and own system implementations while maintaining service continuity and high performance under