Our Workplace

At NRMA M&S, you'll find we have a professional yet relaxed atmosphere, you'll also find people who are passionate about what they do. We're all about helping our Members and we do this through our great team environment. We provide our people many benefits such as our unique brand, our work/life balance initiatives as well as our corporate values and culture.

Our Vision, Values & Culture	Our Divisions & Departments
Our Community Contributions	Our Diverse Workplace

Our Vision, Values & Culture

Our Vision

Our vision is to aspire to be Australia's leading motoring services organisation by delivering outstanding and enduring Member value.

Our Corporate Values

Our Corporate Values explain what we stand for and how we wished to be judged. They define the professional and personal standards that can be expected of NRMA Motoring & Services.  They direct our business strategy and are the pillars of our culture.

Community - We're active in the community

We anticipate up and coming issues and we have a strong social and environmental policy across all that we do. We're part of and valued by the communities we serve. We represent our Members' needs and give back to the communities we serve. We have a strong community spirit both internally and externally.

Help - is what we provide
It's what we do. We're constantly pushing to improve the ways we help our Members and our people. We provide support, advice and information on motoring and travel needs. We provide peace of mind and inspire trust in trying times. We're problem-solvers as people and cooperative and helpful as teams.

Integrity - We do the right thing
What's right for our Members and our employees is at the heart of what we do. We have clear guidelines for 'doing the right thing' and we're all accountable for making this happen.

Speaking Out - We speak out where it matters
We speak out on community, transport, safety and the environment. We value and respect individual team members' points of view. We use our experience and knowledge to take a stand on issues.

Quality - Expect the best from us
We have high and defined standards for service. You should look to us for new ideas in service, advocacy and products. You can trust and act upon the information and products we supply. We strive for the best in our systems, technology and in team morale.

Our Culture

Like every organisation our culture is unique. We're an iconic evolving Australian brand with a proud history. Our culture is about helping people - whether it's each other, our Members or our community. We're friendly, driven and positive, practical and have a can-do attitude, outspoken and active in our community. We have a unique balance between delivering high quality service to our great Members and growing our family of businesses to help Members more than ever. We're passionate about everything we do.

Our Divisions & Departments

We're more than just Road Service delivery, with our expanding family of businesses you'll find we offer diverse areas for passionate people to develop in. Find out more about our division/departments.

Chief Financial Office

The CFO Division provides the support functions of Finance, Property Management & Facilities, Information & Communications Technology and Investments to enable NRMA Motoring & Services to achieve its strategic goals.

The team focuses on supporting NRMA's growth strategy by offering sound financial and tax advice, identify efficiency improvements and synergies, further improve business processes and systems and provide a broader suite of information to assist decision making.  The strategic objective for the CFO team is to provide best practice business decision making tools and support.

ICT
Information and Communications Technology (ICT) is a dynamic team who work closely together to promote efficient design and operation of NRMA's information management processes and associated technologies.

ICT looks at new and cost effective ways to deliver information and communications technology services in a user-friendly and accurate manner. The team works with other NRMA business units to achieve their information management needs by providing sound technical and operational advice as well as evaluating new information technologies for their potential application to the business environment from creation and development to deployment and production. ICT maintain an array of computing and communications technologies, databases of electronic information, and many different software applications and hardware systems.

Property & Facilities
Security, Property Management and Facilities delivers a broad range of services including building access, building maintenance, cleaning and environmental services, courier and mail services, parking, storage, security, emergency planning and training for wardens, construction services, relocations and leasehold management.

Finance Team
The Finance team is responsible for balance sheet integrity and control, banking arrangements, transaction processing, statutory and management reporting, tax compliance and budgeting.  They provide accounting support to all areas of the business.  The Finance Control team are collectively responsible for ensuring compliance with:

• Accounting standards and guidelines and relevant tax legislation including the preparation of all the required accounting and tax base lodgements.
• The month and year end close processes
• Providing support to the business on compliance based matters and; 
• The integrity of the balance sheet

Business Analysis
The Business Analysis Team provides support to ELT and business units in the area of commercial and financial management.  The team also helps business units evaluate new revenue streams as part of our growth strategy.

Investments
The Investments Team are responsible for the management of NRMA's investment portfolio.  They work closely with external parties to ensure our funds are used to benefit NRMA and our Members.

Group General Counsel

Group General Counsel comprises of three support areas Corporate Legal, Company Secretariat and Group Risk and Environment. The team is responsible for strategic legal and governance advice to the Board and Board Committees, the Annual General Meeting and coordination of the Company Secretary/Governance and Group Risk and Environment functions. The Group General Counsel team provides:

• legal assistance to business units
• proactive legal risk analysis, advice and minimisation
• reactive legal risk analysis and advice
• corporate governance advice and risk management procedures
• risk, internal audit, insurance, corporate social responsibility and environmental management

Corporate Legal
Corporate Legal provides assistance to business units advising business units directly in relation to their business activities, transactional advice on investments, membership and member products, media and advocacy and business service assistance (e.g. IT/Trade Mark issues).

They also undertake proactive legal risk analysis offering advice and training to business units (e.g. privacy/TPA training) and specific group training to enhance product delivery (e.g. ongoing legal training and updates) while considering the effect of external influences/actions on Motoring &Services.

They are also responsible for advising on unforeseen matters or issues as and when they arise (e.g. litigation).

Company Secretariat
The Company Secretariat administers and supports the corporate governance function, which is primarily the responsibility of the Board of Directors who oversees the systems by which the company is directed and controlled.  Good governance covers a range of matters including the adoption of sound corporate strategy, risk management and statutory compliance.  These practices ensure accountability and transparency at all levels of management and ensure an effective relationship between Board and management.

Group Risk and Environment
Group Risk and Environment is responsible for developing and implementing our risk, corporate responsibility and environmental management strategies. The Risk team ensures that appropriate systems are in place by developing and facilitating business unit use of our business risk management framework including the risk register and action plans and other key risk policies such as whistle blowers and business continuity planning. The Risk Team also oversees our insurance and internal audit functions. The Environment team are working to develop and implement climate change and environmental and corporate social responsibility strategies across the organisation. This includes reporting our carbon footprint and providing support to Business Units to help reduce our environmental impact and ensure we are a good corporate citizen.

Motoring + Member Services

The priority of the Motoring & Member Services division is to ensure that the NRMA core businesses of Membership and Roadside Service Delivery are strengthened.  This also includes delivery of all aspects of Membership and Member services. The Division is divided into four areas:

• Business Performance and Strategy Integration
• Roadside Service Delivery
• Membership and Distribution
• Member Services

Business Performance and Strategy Integration
BP&SI team actively supports Motoring & Member Services achieve its business objectives through:

• Implementation of quality assurance, front line training, communications and change management initiatives
• Developing, measuring, analysing and reporting on KPI's
• Project Governance, reporting, scheduling and monitoring of projects across Motoring & Member Services.
• Fleet Management including environmental awareness, inventory management and logistic support to frontline staff

Roadside Service Delivery
Roadside Service Delivery encompasses all of the front line staff, supporting staff and respective infrastructure in delivering Roadside Assistance across NSW.  Business units include two Roadside Contact Centres (North Strathfield and Gosford), Service Coordination, Staff and Contracted Roadside Service Providers, Towing Service Providers and Country Service Centres across NSW.

Membership and Distribution
The Membership & Distribution area are the custodians of our core Roadside and membership products, accountable for all elements of the product profitability and Member experience. This includes all membership products that are private, business and the wholesale offering to external manufacturers. Also included in this area is the accountability for the development and implementation of a business Distribution & Channel strategy that provides product effectiveness and efficiency across the organisation. 

Member Services
Member Services is responsible for a range of products and services designed to enhance the Member experience and drive incremental revenue for our business.  These include; NRMA Car Loans, NRMA CarWise, NRMA Safer Driving Schools, Approved Repairer Network (ARN) and Motoring Advice.

Strategy and Capability

The Strategy & Capability Division is responsible for enhancing Member value and increasing our internal capabilities.  The Division is divided into four areas; Corporate Strategy, Business Development and Acquisitions, and People and Capability.

Corporate Strategy
Corporate Strategy is responsible for developing the broad strategic direction for the NRMA Group.  This includes developing long term strategic targets and plans to reach them, identify key strategies for growth and for enhancing Member value.  The team manages the annual business planning process and is responsible for reporting the business progress and performance to plan.  The team also oversee strategic projects by providing guidance and best practice methodologies.

Business Development & Acquisitions
The Business Development and Acquisitions team is responsible for the identification, development and negotiation of new business opportunities and the acquisition of new businesses and shareholdings in other companies.  The team also initiates the integration of newly formed or acquired businesses into the existing NRMA structure and provides support to other teams when taking on the integrating a new business. 

People and Capability
People & Capability are focussed on attracting and retaining great people. The team is responsible for a wide range of functions including people strategy, policy development and implementation, L&D, safety & wellbeing, employee relations and remuneration & recognition. The team also provides operational expertise and strategic guidance to enable the business to achieve its objectives.

Group Communications

Group Communications is responsible for building, promoting and protecting our brand and corporate reputation, and positioning NRMA as the motorist's champion to both internal and external audiences. Group Communications comprises of Corporate Affairs, Corporate Communications and Marketing Services.

Corporate Communications
Corporate Communications is responsible for our internal communications, publishing and digital communication activities.

Internal Communications
The Internal Communications Team works to keep staff informed of the company business, and supports other business units with change management communications. The team uses a wide variety of channels to deliver news and information to NRMA employees, service providers and CSCs including:

• the monthly staff magazine Out of the Blue 
• the staff intranet blue 
• Internal Announcements via email, voicemail and fax 
• the Service Provider radio style program VH2AM 
• company events such as ELT Breakfasts, Management Forum and CFO Quarterly Financial Reviews

Publishing
The Publishing Division is responsible for the publication of NRMA's bi-monthly Member magazine, Open Road including generation of revenue through advertising. This magazine is provided free to our Members.

The Publishing Division also produces the following magazines - Australian Classic Car, Caravan +RV, Australian Business Auto and Way2go.

Publishing is also responsible for mapping services, maps and guides and the creation of special printed publications.

Digital Communications
Digital Communications is responsible for the development of our digital strategy, and how to use digital communications and advertising to both deepen our relationship with Members and increase revenue.

The division looks after all NRMA M&S domains and digital campaigns across NRMA M&S core Member services and products as well as vertical such as Travel or Publishing and the Intranet.
 
Our team also manage the production, maintenance and optimisation of all our digital platforms.

Corporate Affairs

Community Partnerships and Events
The Community Partnerships & Events team work on a range of programs to support our community partnerships, sponsorships and events.

We work with our corporate charity partners to provide staff volunteering opportunities and valuable fundraising and support.

Our Sponsorship team works on a number of prestigious events including Motorfest, Bathurst 1000 and Rock Eisteddfod. We have also joined with NRMA Insurance to provide support for Careflight.

Government Relations and Public Policy Team
The Government Relations and Public Policy department works to promote the interests of motorists and other road users in good roads, safety and consumer protection to both Federal and State Governments and political parties.

The team conducts or commissions research on a range of issues that relate to:

• road conditions, signs, parking and other facilities for motorists
• road user behaviour
• a balanced transport system (public and private transport)
• motoring costs and environment issues.

The research is used to develop NRMA policy and to inform road users of relevant legislation, road conditions and matters of safety and consumer protection.

Media and Executive Communications
The Media and Executive Communications team's job is to protect and strengthen the NRMA's reputation. The team aims to educate Members and the general public about what the NRMA does. The team engages with the media to ensure NRMA's views on any issue affecting Members are communicated online, on television, on radio and in newspapers.

The team supports NRMA's products and services by undertaking campaigns to promote awareness of the NRMA brand. The Media and Executive Communications team also support the Publishing team by writing for the Open Road magazine and mymrna.com.au

Motoring Research
Motoring Research provides Members with expert advice on motoring issues and independent evaluation of motoring-related products, such as high speed crash tests to rate vehicles for occupant protection, road tests to provide guidance for new car buyers and fuel sampling to provide quality assurance. 

Motoring Research contributes road test reports to Open Road and to the NRMA's website. Information is also provided to Members through the Motoring Advice line and through NRMA branches and country service centres.

Motoring Education
Each year Motoring Education delivers a range of road safety programs to schools, the community and Members including NRMA RoadZone, Youth and Road Trauma Forum and the Years Ahead – Seniors Driving Program.

MarketingOur Marketing Team drives integrated marketing communications and services across our group.  Our Marketing Team works closely with our Business Divisions  and broader business contacts to achieve business targets by providing advice on marketing strategies, planning and management of marketing communications such as product promotions and launches, advertising campaigns and competitions, inserts, research, data acquisition, and analytics.  Our Marketing Department consists of 5 Key Teams:

Marketing Communications which supports the creation & execution of Marketing campaigns for all Products and Business Units in Motoring & Services and Travel & Tourism.  This team is responsible for delivering effective Member focused marketing communication strategies, building equity in the NRMA brand as well as, identifying cross-business synergies

Insights & Analytics objective is to deliver actionable insights which drive business decisions, identify tactical marketing opportunities, and provide operational support to execute direct marketing campaigns.

Membership Marketing is key to our Membership proposition and at a high level manages our Membership Acquisition, Retention and Up sell Marketing strategy and implementation.

Relationship Marketing is key to demonstrating Member value and driving retention and growth across the NRMA Group. The core team looks after the Marketing and management of Strategic Alliance partners.

Our Brand team is responsible for the building and management of the NRMA M&S Brand and sub brands, including, strategy, guardianship, consulting for business units and merchandise.

Our Community Contributions

We're active and passionate about helping people in our community. As a brand we actively speak out on community road safety issues and ensuring a fair deal for older drivers. We're practical and have a can-do attitude and demonstrate this through our internal Helping Hands Program and our Corporate Social Responsibility initatives. We love making a positive contribution to our community.

Click here to find out how we're active in the community
Click here to find out about our Helping Hands Program

Our Diverse Workplace

We're driven and positive about diversity at NRMA M&S. We recognise and respect the variety of experiences and backgrounds of our people, Members and community. We positively promote diversity to capture the best of our skills and knowledge. That's how we make our workplace a great team environment. Our people practices and policies are continually striving to align to the changing needs of our diverse workforce through initiatives such as flexible work options.