Parts Operations Team Leader

We are looking for an experienced Parts Operations Team Leader to help uplift capability, strengthen processes and support a high-performing Parts team. 

Reporting to the National Manager - Parts and Salvage, this role gives you the opportunity to:

• Build Operational Expertise - Act as the referral point for complex or escalated parts queries while supporting national portfolio management and quality assurance.
• Drive Process Improvement - Investigate issues, identify improvement opportunities and help implement practical solutions that enhance parts workflows and customer experience.
• Strengthen Relationships - Partner with service providers, NTI Repair Managers and internal teams to improve service outcomes, conduct reviews and support new initiatives.
• Manage Operations and Reporting - Oversee invoice accuracy, payment authorisation, data integrity and prepare clear reporting on performance and trends.
• Support Team Development - Coach team members, support development planning and help build capability to uplift performance and KPI achievement across the team.

Key responsibilities:

• Acting as the escalation point for complex parts queries and providing specialist guidance.
• Supporting national parts portfolio management and performing quality assurance checks.
• Investigating operational issues and recommending practical, data-informed solutions.
• Assisting in the development and rollout of improvements to parts workflows and customer experience.
• Maintaining accurate procedures and ensuring changes are clearly communicated.
• Building strong relationships across internal teams, service providers and repair managers.
• Conducting audits, case reviews and providing insights to support new processes.
• Reviewing service provider invoices, authorising payments and maintaining accurate data.
• Preparing clear and meaningful reports on performance, trends and operational activity.
• Coaching and mentoring team members to develop technical and operational capability.
• Supporting KPI development, performance monitoring and skill uplift activities.
• Completing analysis, reporting and other operational responsibilities as required

What we’ll love about you:

You are a practical, detail-oriented and collaborative parts or supply chain professional who enjoys solving problems and supporting others to grow. You will ideally have:

• Strong Microsoft Office skills (essential).
• A Certificate in automotive parts, supply chain, business or similar (desired).
• OEM or manufacturer training in parts operations (desired).
• Senior experience in heavy parts, plant equipment parts, spare parts, equipment management or technical supply chain.
• Knowledge of heavy vehicles and the transport industry (desired).
• At least three years’ customer service experience (face-to-face and phone-based).
• Confidence managing escalations and complex technical queries.
• Strong communication skills and the ability to work collaboratively with stakeholders.
• Experience coaching or supporting the development of team members.
• Confidence working with data, identifying trends and preparing reports.
• A practical, solutions-focused approach to improving processes. 

What to expect when you’re a part of the NTI family:

At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. We are committed to being a Best Employer of the Best People, and as such, we offer:

• A real and tangible commitment to your development and ongoing study
• Competitive annual incentive program
• Up to 50% discount on a large range of personal insurance products
• Access to discounts on over 350 retailers across Australia
• The ability to apply for flexible working arrangements

Ready to apply? We can’t wait to read your application!

You may be required to complete phone, face-to-face or video interviews, psychometric testing, and pre-employment checks as part of the application process. These are all great ways for us to get to know you better - and for you to get to know us.