National Business Services Manager

Rentokil Initial; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Rentokil Initial is seeking an experienced National Business Services Manager to lead the operational and administrative functions for the National Accounts portfolio in Australia. You will report to the Customer Experience Director and oversee onshore and offshore teams, bridging Sales, Branch Operations and Customer Support.

This role focuses on streamlining workflows, SLA governance, and driving continuous improvement, with responsibility for data integrity in ERP/iCABs and CRM systems, and

Qualifications

• 3+ years of proven leadership experience managing customer service, shared services, or sales operations teams within a national or multi-site environment.

Responsibilities

• Direct the National Customer Service team to ensure inquiries, queues and inboxes meet SLAs and quality benchmarks.
• Lead the National Account Executive team in non-customer-facing administration and reporting.
• Maintain master contracts, pricing and account data across enterprise systems.
• Map and evaluate end-to-end workflows, identifying bottlenecks and eliminating manual workarounds.
• Lead system updates, UAT, issue triage and user adoption during changes.
• Partner with Branch Sales and Operations, Credit Control and Central Processing to resolve bottlenecks.

Skills

Workflow standardisation

SLA governance

Cross-functional CI

Change leadership

Inbound/outbound contact ops

Capacity planning

Queue management

Stakeholder management

ERP systems (iCABs)

CRM platforms

Telephony & productivity suites

Business/Commerce/Operations degree

Education

Tertiary qualifications in Business, Commerce, Operations

Tools

ERP systems (iCABs)

CRM platforms

Google Workspace / Microsoft 365

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.