The primary focus is to lead a team of branch managers, fostering a high-performing, safety-focused culture across all locations. The Head of Operations ensures that all sites are optimised for efficiency, assets are processed in a timely manner, and customer commitments are consistently met or exceeded by achieving key performance indicators (KPIs).
This position also requires diligent management of the division’s budget and the application of continuous improvement methodologies to drive operational enhancements, elevate customer satisfaction, and align processes with industry best practices.
Building and maintaining strong relationships with internal stakeholders, transport providers, insurance representatives, and key salvage industry professionals is critical to ensuring smooth operations and upholding IAA’s reputation for exceptional client service and customer experience.
A key responsibility is delivering timely reporting on KPIs, operational performance, and market trends to inform strategic decision-making. This ensures IAA remains responsive to customer needs and positions its products and services as best-in-class within the industry.
Leadership and Team Management
Lead, mentor, and manage a team of branch managers across Australia and New Zealand, fostering a high-performance culture focused on safety, operational efficiency, and achieving KPIs.Promote professional development by supporting a motivated, collaborative, and engaged team environment.Oversee the hiring process for branch managers and operational staff, ensuring timely training and a smooth onboarding process to set new employees up for success.Operational Excellence and Site Management
Oversee daily operations across all APAC sites, ensuring optimal asset processing, compliance with safety standards, and adherence to operational protocols.Drive continuous improvement initiatives to enhance site efficiency and streamline the asset lifecycle.Provide guidance and support to site managers, acting as a key escalation point for resolving operational challenges and customer complaints.KPI Achievement and Budget Management
Develop, track, and monitor KPIs related to asset processing times, safety performance, and customer satisfaction to ensure alignment with organizational objectives.Prepare and manage budgets for the operations division and individual sites, prioritizing cost-effective operations and efficient resource allocation.Stakeholder and Relationship Management
Build and nurture strong relationships with internal teams, transport providers, senior insurance representatives, and key salvage industry stakeholders.Serve as the primary point of contact for resolving operational challenges and ensuring customer expectations are consistently met.Customer Satisfaction and Client Standards
Uphold IAA’s commitment to exceptional client experiences by ensuring assets are processed efficiently and customer service standards are consistently exceeded.Assist and advise branch managers in applying company policies, resolving complex situations, and managing customer issues effectively.Catastrophe Management
Implement catastrophe management protocols to handle sudden spikes in volume effectively, ensuring seamless processing and remarketing of assets during high-demand periods.Risk and Safety Oversight
Ensure all sites comply with safety regulations and risk management protocols to maintain a secure working environment and adhere to internal, legal and industry requirements.Align National programs to ensure equipment maintenance, service plans and operator training schedules are completed and maintained.Performance Reporting and Market Insights
Provide regular, detailed reports on operational performance, KPI metrics, and market trends to support strategic decision-making and identify opportunities for continuous improvement.Strategic Alignment and Industry Leadership
Align operational strategies with organizational goals and industry best practices to ensure IAA remains competitive and responsive to evolving market demands.