Head of Service Operations

at  OBrien Glass Industries Limited

O’Brien is looking for an experienced and inspiring leader that is looking to join an organisation that is a standout leader in their industry, where people are truly at the heart of our DNA, customer focus is exceptional, invests in giving back to our community and environment and where over 90% of our people say they are proud to work for us. If this sounds like you, then we have your next opportunity!

Part of the O’Brien Group Leadership Team and reporting to the Group Operations Director, the Head of Service Operations is responsible for providing leadership and strategic direction to 6 senior roles ; AutoGlass Network Area Managers and National Customer Experience Manager, who in turn are responsible for oversight of our Service Centres nationally. Through exceptional leadership, with a laser focussed lens of continuous improvement and customer experience excellence and service delivery standards, this role will increase business and people growth, whilst continually Making a Difference with Real Care to our customers and employees.

Key duties and responsibilities include:

• Driving world class network performance across all KPI’s through effective leadership, coaching and innovation aligned to business goals and values
• Driving current and anticipating future workforce development and optimisation to increase operational effectiveness
• Overall accountability for efficiency, quality and profitability performance across the Auto Glass Network
• Instilling and driving a customer centric mindset throughout the network, achieving best-in-class NPS and service standards
• Leading, coaching and developing senior leaders to unlock uncapped potential
• High visibility to senior stakeholders within Australia and within the Belron global group to influence and present divisional performance to both O’Brien Executive and Belron Executive teams