RAC is seeking a strategic and people focused Senior Manager Member Service Centres to lead our branch network and drive exceptional service, sales performance and community impact. In this role, you'll lead a network of Member Service Centres (MSC) develop high performing teams and ensure the delivery of great member experiences across all RAC products and services. What you’ll be doing You will play a key role in delivering the vision and strategy for RAC’s by: Deliver sales and service strategies that support RAC’s business plan. Lead and develop Team Managers to build engaged, high performing branch teams. Champion a member first culture and operational excellence across the MSC network, including the MSC’s as an extension of contact centre operations Oversee service quality and sales outcomes across Motoring, Roadside and Insurance products. Ensure compliance with regulations, RAC policies, and industry standards. Manage budgets, resources and cost centres to achieve strong financial performance. Support lease and contract negotiations to optimise commercial outcomes. Use data and member insights to identify opportunities for improvement. Lead change initiatives, including new processes, systems and product rollouts. Build strong relationships across RAC to deliver integrated solutions. What you will bring Tertiary qualifications in business, management or related field (or equivalent experience). Experience leading leaders and geographically distributed teams in retail, branch or member service environments. Proven record of driving sales and service outcomes in a regulated environment. Experience in change management, continuous improvement, and operational leadership. Understanding of motoring, insurance and roadside service delivery. Strong analytical, compliance, and commercial acumen. (Desirable) Insurance certifications such as Tier 1/2 Broking or ANZIIF. Why RAC? When you join RAC, you become part of one of WA’s most trusted organisations, committed to serving our members and giving back to the community. You’ll enjoy a supportive, inclusive culture, development opportunities and real influence over RAC’s member experience. If you’re a strategic leader passionate about delivering exceptional member experiences and driving operational excellence, we want to hear from you. Apply now and help shape the future of member service at RAC. RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds. For any assistance please contact recruitment@rac.com.au
