Company Description/ Business Unit Location: Field Based LI-Field Employment Type: Full time / Permanent Business Area/Function: Roadside Services Application Closing Date: Wednesday 26th March 2025 Thought The AA only provide roadside assistance? Think again. For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as our Head of Operations for our Dedicated Roadside Team, you’ll play a key part to our success and join us on this exciting motoring journey. This is the job As our Head of Operations for our Dedicated Roadside Team, you will manage all roadside dedicated resources, including mobile technicians, assist technicians, Vehicle Inspectors, and Signs business, through an operational Management team to deliver outstanding customer service and strong business outcomes. Working closely with the Director of Road Operations to meet national operational, commercial, and financial objectives and KPIs. You will provide strategic leadership, support the implementation of business strategies, and collaborate with senior stakeholders across the AA. Additionally, the Head of Dedicated Services will lead the Mobile Mechanics growth initiative. What will I be doing? Challenge conventional thinking, promote innovation, and develop ideas to optimise the effectiveness and efficiency of roadside operations. Oversee multiple cost centre budgets, identifying and achieving savings without compromising quality, compliance, or service standards. Set operational direction aligned with commercial requirements and pursue business growth opportunities within roadside parameters. Establish and maintain effective working relationships with internal business partners, including recovery operations, suppliers, operational staff, and B2B colleagues. Create highly capable, service-oriented teams through selection, induction, training, objective setting, guidance, coaching, and consistent application of best practice policies and procedures. Provide leadership within a framework of prudent and effective controls to assess and manage risk in line with the Board’s agreed risk appetite. Ensure daily resource plans are met through effective management of investment hours, normal time hours, and lost hours due to absence. Develop excellent cooperation and teamwork with other parts of the AA to maximise income opportunities through the end-to-end service delivery process, prioritising members' interests. Maximise ancillary income through Fuel and Key Assist and partnerships with other garages. Provide month-end business performance review packs for leadership team meetings. Provide direction for negotiations with external suppliers, agreeing on business cases and negotiating parameters to achieve maximum benefit for the company. Manage the resolution of issues escalated by customers and suppliers to a satisfactory conclusion. What do I need? Capability, Knowledge and Experience: Commercially Driven: Demonstrate a strong commercial mindset. Strategic Thinker: Capable of articulating complex ideas and visions to diverse stakeholders. Financial Acumen : Possesses strong financial skills, with the ability to quickly analyse trends and issues. Customer-Focused: Dedicated to achieving positive outcomes for customers. Expectation Management: Skilled in managing both internal and external customer expectations. Strategic Business Acumen: Develops and evaluates evolving solutions, products, and services, understanding their impact, risks, and opportunities. Change Management: Ability to introduce change positively in dynamic environments. Additional information We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including: 25 days annual leave plus bank holidays holiday buying scheme Worksave pension scheme with up to 7% employer contribution Free AA breakdown membership from Day 1 plus 50% discount for family and friends Discounts on AA products including car and home insurance Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more Company funded life assurance Diverse learning and development opportunities to support you to progress in your career Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family Plus, so much more We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change. LI-SJ1