Business Care Operations Manager

• Melbourne, Victoria | RACV Head Office
• Full time | Hybrid Working
• A Competitive Salary | Discounts on Selected RACV Products

Great things start here

Join our team of business professionals doing meaningful work in an organisation that’s ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you’ll make a difference.

About the Opportunity

Reporting to the Head of Advisory & Planning Services, this leadership role oversees end-to-end operations and product support for RACV’s Business Care offering. You will drive operational performance, financial controls, customer outcomes and continuous improvement across the function.

Key responsibilities

• Lead Business Care BAU operations, ensuring quality, timeliness and service excellence
• Oversee customer account management, case workflows and issue resolution
• Own financial operations including invoicing, reconciliation and debt management
• Leverage reporting and analytics to drive performance insights and improvements
• Manage system incidents and work cross-functionally to resolve issues
• Lead risk, governance and compliance across operational processes
• Develop and lead a high-performing team aligned to RACV values

What you’ll need to be successful

• Proven people leader with a strong customer and outcomes focus
• Strong stakeholder management and influencing capability
• Highly analytical with the ability to translate data into actionable insights
• Experienced in operational controls, financial processes and CRM systems (Salesforce)
• Comfortable driving change, continuous improvement and process optimisation

• 3+ years leading customer-focused operational teams
• Strong experience across financial operations (billing, invoicing, reconciliation)
• Demonstrated experience in analytics, reporting and continuous improvement

There’s so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home.
• Generous discounts on home and car insurance policies and RACV roadside care
• Great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.