National Business Services Manager

About the Role

Are you an operational leader with a track record in process optimisation, customer service governance, and team leadership? Rentokil Initial is seeking an experienced National Business Services Manager to lead the operational and administrative functions supporting the National Accounts portfolio across Australia.

Reporting directly to the Customer Experience Director, you will lead both the National Account Executive (NAE) and National Customer Service teams (spanning onshore and offshore operations). In this role, you will act as the strategic bridge between Sales, Branch Operations, and Customer Support—streamlining workflows, enhancing service delivery, and eliminating non-selling administrative tasks.  

Key Responsibilities

• Customer Service & SLA Governance: Direct the National Customer Service team to ensure all customer enquiries, phone queues, and centralised inboxes are managed within established SLAs and quality benchmarks. Analyse demand patterns to optimise staffing, shift rosters, and peak-period capacity.
• Sales Enablement & Account Operations: Lead the National Account Executive team in handling non-customer-facing administration, standardising the production of Quarterly Business Reviews (QBRs), monthly performance reporting packs, and tender documentation.
• Data Integrity & Systems Governance: Maintain master contract schedules, pricing agreements, and account data integrity across enterprise systems (ERP/iCABs).
• Continuous Improvement & Workflow Optimisation: Map and evaluate end-to-end workflows across the client lifecycle (from onboarding to service execution), identifying bottlenecks and eliminating manual workarounds.
• Systems Implementation & Change Delivery: Act as the operational business lead during system updates and rollouts, coordinating User Acceptance Testing (UAT), issue triage, hypercare support, and user adoption.
• Cross-Functional Collaboration: Partner with Branch Sales and Operations leaders across Australia, Credit Control, and Central Processing to resolve systemic service bottlenecks and drive consistent execution.
• People Leadership & Capability Building: Provide daily direction, coaching, and performance management to onshore and offshore team members. Establish career progression pathways (including the development pipeline from NAE into National Account Management) and support staff through change initiatives.

What We Are Looking For

Essential Skills & Experience: