National Business Services Manager
Core
Lead operational and administrative functions for the National Accounts portfolio, acting as a strategic bridge between Sales, Branch Operations, and Customer Support to streamline workflows and enhance service delivery.
Role type
Senior operational leader (National Business Services Manager)
Builds
National Accounts portfolio operations across Australia
Domain
Business Services / Customer Experience / Sales Operations
Required skills
Team leadership, SLA governance, workflow standardisation, change management, stakeholder management, ERP systems proficiency, capacity planning
Preferred skills
Hybrid onshore/offshore team management, Lean/Value Stream Mapping, B2B service industry experience
Responsibilities
Direct National Customer Service team to manage enquiries within SLAs; Lead National Account Executive team in non-customer-facing administration and reporting; Maintain master contract schedules and account data integrity; Map and evaluate end-to-end workflows to identify bottlenecks; Coordinate system updates, UAT, and user adoption; Provide daily direction and performance management to onshore and offshore team members.
Seniority
Senior, hands-on IC