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Operations Support Manager

3 weeks ago

Tullamarine, Australia Serco Full time

**About the Opportunity***

This role is to support the Detection Services Manager deliver on the client KPIs with a focus on the Detection Services and Operation Centre deliverables. Key responsibilities of this role include maximising service delivery, operational efficiency and mitigating operational risk, while meeting contractual obligations. Lead the learning and development, workforce management, communication operations, Fleet management and Occupational Health and Safety activities throughout Detection Services. Lead the implementation of risk, safety, and compliance activities to optimise Detection Services service delivery. Implement continuous improvement activities and other initiatives as indicated.

**What you’ll be doing***
- Lead teams that foster a culture of inclusiveness whilst delivering and displaying the Serco Values.
- Proactively participate and contribute to the Detection Services Leadership team.
- Manage compliance activities such as employee/business audits, on call registers, business and employee reporting that occurs within agreed timeframes.
- Ensure services delivered by vehicle and camera teams is effective, efficient, coordinated and client focused.
- Build, strengthen, and promote effective, co-operative, and positive partnerships and relationships with internal and external stakeholders.
- Ensure workforce management processes deliver a roster that is efficient and effective.
- Develop measure and monitor KPI’s to evaluate service delivery and identify opportunities to improve structures and processes.
- Optimise the service delivery of the Operational Support Centre (OSC) with Co-ordinators.
- Oversee the roster schedule on a daily basis ensuring all shifts worked meet contract requirements
- Ensure annual training Needs Analysis of Detection Services teams are completed and an Annual Training Plan developed.

**About you - your ideal skills & experience***
- Undergraduate qualifications in business, management, education, or related discipline, recognised industry qualification such as a certificate IV in Work Health and Safety and/or, Certificate lV in Assessment and Workplace Training are desirable qualifications for the role.
- Excellent written and verbal communication, interpersonal and liaison skills.
- Strong Customer Service focus, with previous experience in working with a government client(s) in a service or related environment, preferably with stringent quality and public interaction requirements.
- Experience in a similar position within a complex medium sized operation.
- Experience in the management and implementation of quality systems to ISO 9001.
- This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role._

**About us - Serco & proud**

**Why Join Us**
- You’d be joining a company that delivers essential public services (in partnership with governments) that **impact a better future for communities**, & those in our care
- ** You’ll get to have an impact on how we doings**:Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
- **We Invest in you**:Accelerate your career through our learning & development opportunities - think skills-based training, defined career pathways & fantastic internal mobility opportunities across the group
- Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day._