Field Operations Manager - Roadside Assistance

Company Description

We're one 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 Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising. 

That's why 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 a Field Operations Manager, you will lead and develop our Patrol teams to deliver exceptional roadside assistance experiences for our members every day. You'll coach, develop and engage a large field-based workforce, drive operational performance, champion safety, and help shape the future of roadside assistance as we continue to evolve our services and technology. 

This role is for a hands-on leader who enjoys being at the heart of our operation. No two days are the same. From supporting teams on the road and solving operational challenges, to driving business improvement initiatives and leading through change, you'll play a critical role in keeping our people safe, engaged and focused on delivering for our members when they need us most. 

This is a full-time permanent position where you will be required to travel across our Sydney North-West region.   

What you'll do

Your responsibilities will encompass:

• Effectively recruit, retain, develop and reward a 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 service delivery 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 

Join the NRMA and grow your career with us. Apply now or visit our careers site to find out more! 

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.