Head of Operations – SMR

Automobile Association; Melton Mowbray; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a dynamic operational leader to enhance service delivery and efficiency. This role involves improving processes, leading high-performing teams, and driving innovation in vehicle maintenance. With a focus on customer service excellence, you will collaborate across departments to achieve ambitious growth plans. Join a forward-thinking company that values diversity and offers numerous employee benefits, including generous leave and a supportive work environment. If you are a commercially driven leader ready to make an impact, this opportunity is for you.

Benefits

25 days annual leave plus bank holidays

Worksave pension scheme with up to 7% employer contribution

Free AA breakdown membership

Discounts on AA products

Employee discount scheme

Company funded life assurance

Diverse learning and development opportunities

Employee Assistance Programme

24/7 remote GP service

Qualifications

• Extensive experience in SMR consumer services and leading large contact centre teams.
• Proven ability to design, transform, and scale high-performing service operations.

Responsibilities

• Setting strategic direction for SMR Operations and ensuring delivery of operational plans.
• Driving improved efficiency and better customer outcomes through continuous improvement.

Skills

Leadership

Customer Service

Strategic Thinking

Operational Management

Financial Acumen

Communication Skills

Job description

Location: Melton Mowbray – Hybrid – At least three Days In Melton, plus regular travel to other AA Offices

Employment Type: Full-Time/Permanent

Salary: Competitive Salary, Car Allowance, Annual Bonus and Private Medical

Hours: Monday-Friday

Think the AA is just about roadside assistance? Think again!

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

#LI-EJ1 #LI-Hybrid

This is the job

We are seeking a dynamic and motivated operational leader to oversee service delivery and efficiency at AA SMR. Your role will involve continuously improving processes and raising the bar for customer service excellence. You will be the face of our operation, liaising with internal AA teams and building strong relationships across the business.

To excel in this role, you should be a commercially driven leader with extensive experience in leading high performing teams. You’ll blend strategic development with a hands-on, entrepreneurial approach to support our ambitious growth plans. Join us and be part of a team that’s driving innovation and excellence in vehicle maintenance and servicing. Through our network of independent garages, and Mobile Mechanics, we have exciting growth plans.

What will I be doing?

• Setting strategic direction for SMR Operations in line with commercial requirements, ensuring delivery of operational plans through others
• Driving improved efficiency and better customer outcomes through continuous improvement, innovation, and technology adoption
• Contributing to the formulation of overall business strategy as a member of the SMR SLT, playing a significant role in ongoing decision-making
• Leading and managing day-to-day indoor operations of SMR, ensuring all operating targets and plans are met in a high-paced environment, driving performance and engagement across a distributed workforce
• Driving the transformation of AA SMR – pushing for better customer and commercial outcomes through people, process and systems
• Acting as the figurehead for SMR operations internally within the AA and externally, providing leadership to deliver outstanding service to B2C and B2B customers
• Taking full accountability for delivering a best-in-class experience to B2C and B2B customers, identifying and implement opportunities for continuous service improvement
• Ensuring the organisational structure of SMR Operations aligns with strategic and operating goals, leading the development, monitoring, and execution of performance standards and targets to meet financial targets for Operations
• Ensuring appropriate skills and competencies at all business levels to deliver excellent customer experiences
• Proactively collaborating with other functions within Roadside Services and the wider AA business to ensure effective and profitable service delivery
• Optimising growth opportunities through strategic partnerships
• Ensuring adherence to AA policies and compliance with relevant statutory and other regulations, implementing business practices that support a compliance culture and effective corporate governance, and reporting and managing business risks in accordance with AA governance

What do I need?

• Extensive experience in SMR consumer services and leading large contact centre teams within high customer expectation environments
• Proven ability to design, transform, and scale high-performing service operations teams
• Innovative and strategic thinker who can see the 'big picture' while focusing on detailed execution
• Ability to deliver results in demanding environments with sound business judgement and commercial acumen
• Self-confident, resilient personality capable of leading both the business and the team effectively
• Strong financial rigour and analytical ability
• Excellent communication skills and effective influencing capabilities, able to quickly build relationships and present confidently at Board level
• Deep understanding of first-class service standards, processes, and key performance metrics, with a detail-oriented approach while maintaining a strategic perspective

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.