National Business Services Manager

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

About the Role

Are you an operational leader with a track record in process optimisation, customer service governance, and team leadership? Rentokil Initial is seeking an experienced National Business Services Manager to lead the operational and administrative functions supporting the National Accounts portfolio across Australia.

Reporting directly to the Customer Experience Director, you will lead both the National Account Executive (NAE) and National Customer Service teams (spanning onshore and offshore operations). In this role, you will act as the strategic bridge between Sales, Branch Operations, and Customer Support—streamlining workflows, enhancing service delivery, and eliminating non-selling administrative tasks.

Key Responsibilities

• Customer Service & SLA Governance: 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.
• Sales Enablement & Account Operations: 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.
• Data Integrity & Systems Governance: Maintain master contract schedules, pricing agreements, and account data integrity across enterprise systems (ERP/iCABs).
• Continuous Improvement & Workflow Optimisation: Map and evaluate end-to-end workflows across the client lifecycle (from onboarding to service execution), identifying bottlenecks and eliminating manual workarounds.
• Systems Implementation & Change Delivery: Act as the operational business lead during system updates and rollouts, coordinating User Acceptance Testing (UAT), issue triage, hypercare support, and user adoption.
• Cross-Functional Collaboration: Partner with Branch Sales and Operations leaders across Australia, Credit Control, and Central Processing to resolve systemic service bottlenecks and drive consistent execution.
• People Leadership & Capability Building: Provide daily direction, coaching, and performance management to onshore and offshore team members. Establish career progression pathways (including the development pipeline from NAE into National Account Management) and support staff through change initiatives.

What We Are Looking For

Essential Skills & Experience:

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).
• Tertiary qualifications in Business, Commerce, Operations, or equivalent practical industry experience.

Preferred Qualifications & Desirables:

• Experience managing hybrid operational teams comprising both onshore and offshore resources.
• Practical knowledge or formal certification in Lean, Value Stream Mapping, and continuous improvement methodologies.
• Experience in service-based B2B industries with distributed branch or route-based operations.

Why Join Rentokil Initial?

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.