Operations Excellence Specialist
4 days ago
The role of Operations Excellence Specialist is a vital part of Emergency Communications Services (ECS) that reports directly to the Senior Manager, Operations. This specialist exists to lead and coordinate operational implementation of service improvements that directly impact emergency call-taking and dispatch.
This specialist will work closely with ECS, ECIS, and external emergency service partners to shape practical, operationally effective changes that support both day-to-day delivery and surge readiness.
The Operations Excellence Specialist will bridge the gap between strategy and operations, ensuring that change delivers improved outcomes for the community and those on the frontline.
Key Responsibilities- Leading operational improvement activities within ECS to ensure that project outcomes, SOP changes, and system enhancements reflect the realities and needs of operational teams.
- Supporting the implementation of change across ECS, including business process redesign, roll out of new service workflows, and updates to procedures.
- Active identification and management of operational change requirements, including timelines, communication, documentation, and stakeholder engagement across the ECS operations business.
- Engagement with operational stakeholders to understand challenges, gather feedback, and work collaboratively to deliver practical improvements.
- Engagement with external emergency services organisations (CFA, VICSES, FRV, AV, Victoria Police) to align expectations and support service delivery.
We are looking for an experienced professional who has worked in multi-agency, high-pressure environments, including within public safety communications, control rooms, or emergency services. You should have a strong understanding of call-taking and dispatch operations, including structured workflows and emergency respond priorities.
You will also need to have experience managing or contributing to operational change, including new process roll outs, system implementations, or SOP transitions. Strong communication and interpersonal skills, with the ability to engage, influence, and build relationships across internal departments and external emergency services agencies are essential.
What We Can Offer You- Employee assistance program for employees and eligible family members.
- Discounted health insurance, banking services, and gym membership.
- 'Memberlink' discount card, accepted by thousands of retailers and services providers.
- Free staff parking at all our sites.
- Salary packaging options after an initial service period.
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