Operations Manager, Emergency Communication Services

Overview

Operations Manager, Emergency Communication Services. Join to apply for the Operations Manager, Emergency Communication Services role at Triple Zero Victoria.

Job Function: Emergency Communications Services (ECS)

Date Posted: 29 Aug 2025

Job Requisition ID: 2294

Responsibilities

• Lead and support Team Leaders to build high-performing, engaged teams through coaching, performance management, and regular operational engagement aligned with TZV's values.
• Drive workforce planning and performance, advising on staffing levels, participating in recruitment, and ensuring alignment with IGEM standards and operational requirements.
• Promote a culture of accountability and continuous improvement, modelling organisational values, recognising performance, and supporting professional development.
• Oversee staff wellbeing and safety, including injury management, return-to-work processes, psychological safety, and proactive engagement on health and inclusion.
• Manage people and performance matters, acting as an escalation point for issues and working with People & Culture on disciplinary processes and resolutions.
• Contribute to organisational leadership, including participation in incident management, fostering protective security culture, and promoting the organisation's vision internally and externally.

About You

The ideal candidate will possess a combination of relevant qualifications, leadership experience, operational expertise, and personal qualities essential for managing high-pressure emergency communication environments, in addition to the following:

• Tertiary qualification in Management or related field, with knowledge or certification in AIIMS (Australasian Interagency Incident Management System).
• Proven operational management experience in contact or communications centres, including strong people leadership and capability-building skills.
• Ability to perform effectively under pressure, demonstrating calm and decisive decision-making in unpredictable situations.
• Excellent interpersonal and communication skills, able to influence diverse stakeholders and convey complex or sensitive information clearly.
• Highly organised and skilled at managing competing priorities while identifying and mitigating operational risks to ensure mission-critical service delivery.
• Commitment to professional integrity, including compliance with National Police Records Check requirements, with proficiency in relevant technical systems preferred (e.g., CAD, Genesys, Microsoft Office).

What We Can Offer You

Benefits

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• 'Memberlink' discount card, accepted by 1,000s of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to equal opportunity, diversity and inclusion. We encourage diversity in all forms and strongly encourage Aboriginal and Torres Strait Islander candidates to apply.

How to Apply

Click the 'Apply' button to go to the Triple Zero Victoria Careers Portal. Submit your application with a current resume and cover letter outlining your interest and relevant experience. Applications must be submitted via the Careers Portal; do not email.

For a confidential discussion, please email Careers@triplezero.vic.gov.au. Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 14 September 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. Employment will be subject to a National Police Check clearance and, where applicable, a Pre-employment Medical Declaration. If you require adjustments to the recruitment process, contact Careers@triplezero.vic.gov.au.

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