Job Opportunities

The Executive: Operations is a strategic and operational leader responsible for designing and driving the AA's end-to-end operational performance. This includes an oversight of Emergency Road Services (ERS), Emergency Rescue Services, the Emergency Contact Centre (ECC) and Membership.

This role ensures the efficient, high-quality, and delivery of services to members, aligning operational strategies with the overall business objectives and driving continuous improvement across all operational functions.

• Department: Office of the CEO
• Direct Reports to: Chief Executive Officer
• Direct Reports: Membership Manager, Manager: Call Taking, Operations Systems and Process Manager, Manager: Vendor Management, Manager: ERS, Information Technology

Duties and Responsibilities:

• Lead the development and execution of the operations strategy in line with the organisation's strategic goals
• Champion innovation, service excellence, and operational sustainability across all service delivery channels
• Drive operational excellence through process optimisation, automation, and the implementation of best practices
• Identify and evaluate new technologies and operational models to enhance efficiency, reduce costs, and improve service delivery
• Oversee the day-to-day operations of key operational service lines including, but not limited to the ERS, ECC, Membership
• Ensure all operational activities comply with relevant regulations, internal policies, and quality standards
• Manage operational budgets, control costs, and drive efficiency without compromising service quality
• Establish and monitor key performance indicators (KPIs) for all operational departments, implementing corrective actions as needed
• Champion a customer-first approach, ensuring that all operational processes are designed to deliver exceptional member experience
• Monitor service levels and customer satisfaction, implementing initiatives to address feedback and enhance loyalty
• Manage relationships with third-party service providers and partners to ensure consistent quality and adherence to service level agreements (SLAs)
• Oversee the resolution of complex operational issues and customer complaints
• Identify and mitigate operational risks, ensuring business continuity and resilience
• Ensure strict adherence to all health, safety, environmental, and quality regulations
• Develop and maintain robust disaster recovery plans for critical operational functions
• Drive a culture of innovation, accountability and excellence within operations, encouraging new ideas and solutions to enhance service delivery and efficiency
• Promote cross-functional collaboration and knowledge sharing within the operations department and with other business units

Minimum Requirements:

Education and Experience:

• Bachelor's Degree in Business Administration, Operations Management, or a related field. A Master's degree (MBA) is advantageous
• Minimum of 10-15 years of progressive experience in operations management, with at least 5 years in a senior leadership role, preferably within a service-oriented industry (e.g., automotive, logistics, emergency services, insurance)
• Proven track record of successfully leading large operational teams and managing complex service delivery networks
• Demonstrated experience in driving process improvements, implementing new technologies, and achieving operational efficiencies
• Strong financial acumen with experience in budget management and cost control

Knowledge and Skills:

• Strong ability to translate business objectives into actionable operational strategies
• Deep understanding of operational best practices, process optimisation, and performance management
• Excellent analytical and problem-solving skills, with a data-driven approach to decision-making
• Unwavering commitment to delivering outstanding customer service
• Good verbal and written communication skills, with the ability to engage effectively with all levels of the organisation and external stakeholders
• Comfortable with various operational software, CRM systems, and data analytics tools
• Ability to inspire, motivate, and manage diverse teams effectively
• Strong project management skills to lead and implement operational initiatives.

Salary:

• Market related