Real-Time Service Delivery Manager

Help shape the future as a Real-time WFM Service Delivery Manager. 

NRMA Insurance has been helping Australians with their general insurance and actively supporting communities for 100 years. Part of Insurance Australia Group (known as IAG), we’re proud to be one of Australia’s most iconic brands. 

Your Role  

As part of NRMA’s Strategic Resource Management team, your contribution is to ensure the efficient and effective delivery of real-time services, supporting our customer-centric culture and strategic initiatives.  

Leveraging your expertise of WFM (Workforce Management) planning methodologies, you’ll oversee the centre of excellence for real-time service delivery, ensuring consistent adherence to SLAs, resolving incidents promptly, and maintaining high-quality standards to minimise the impact on customers and operations. You’ll continuously monitor service performance, using real-time data to inform decision-making and drive improvements that enhance optimised efficiency and customer satisfaction.  

As a leader, you’ll mentor high-performing teams, fostering accountability, resilience, and continuous development through training initiatives. You’ll guide the team through a cultural and operational transformation while enhancing capabilities and improving overall team performance.  

You’ll also be responsible for managing key relationships with senior stakeholders to ensure alignment with NRMA’s goals and providing regular updates on performance and challenges. Your ability to influence, make data-driven decisions, manage complex trade-offs, and navigate tough conversations will be essential. By working cross-functionally and aligning your efforts with broader business objectives, you’ll help drive seamless service delivery while fostering a culture of continuous improvement and contributing to our long-term success. 

This is a permanent role, and we welcome applicants from all major cities in Australia.   

About You  

• Proven expertise in real-time workforce management planning methodology, service delivery, performance monitoring, and incident management. Experience with Verint WFM is highly desirable. 

• Demonstrated ability to lead and develop high-performing teams, with experience managing larger teams. 

• Strong analytical skills with the ability to leverage real-time data to drive continuous improvement. 

• Ability to engage and manage relationships with senior stakeholders across the business. 

• Experience in managing complex service delivery projects and leading process improvements. 

• Relevant qualifications in service delivery management, workforce planning, or a related field desirable. 

Applications close Tuesday 22 April, 23:59pm AEST.   

Joining NRMA, you’ll have access to a raft of benefits from across the Group:  

• Boosted superannuation with 13% as standard   

• Up to 50% off personal insurance, including home and motor insurance   

• 5 myLeave days per year on top of annual leave  

• Work from home and many more flexibility options with myFlex    

• Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers  

• Discounts on every day and special occasion items   

• Great employee network communities   

• Award-winning recognition and reward program  

*employment type eligibility criteria apply  

ABOUT US​  

As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees. 

We’re ready for you. Apply today. 

Learn more about who IAG is here.