Key Operations Role
14 hours ago
Operations Manager
This role focuses on building leadership capability, promoting staff wellbeing, and driving a culture of engagement, safety, and continuous improvement across State Emergency Communications Centres. As an Operations Manager, you will be responsible for supporting Team Leaders to effectively manage their teams.
About the Job- Lead and support Team Leaders to build high-performing, engaged teams through coaching, performance management, and regular operational engagement aligned with organisational values.
- Drive workforce planning and performance, advising on staffing levels, participating in recruitment, and ensuring alignment with industry 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 HR 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.
- Tertiary qualification in Management or related field, with knowledge or certification in 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).
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