Imc Manager

**About Woolworths Group**

Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand's largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

**Incident Management Centre Manager**
- **Permanent role**:

- **Flexible Roster**:

- **North West Sydney location
**Our story**:
The Woolworths Group has been focused on the importance of digital and what we need to do to better serve our customers and to create shopping experiences that are personalised, seamless and convenient. With more than 200,000 team members across Australia, our team is one of our most valued customer groups.

**The Role**
The Woolworths Group Risk Team has a rare opportunity for an experienced Incident Management Centre Operations Manager. This crucial role is based at our Head Office in Norwest (NSW). The Woolworths Incident Management Centre (IMC) is a 24 hour monitoring & support Center, which manages alarms across the business (including Supermarkets, Big W, Metro Stores and other facilities), receives calls, provides support and records incidents that impact on Woolworths assets, teams, visitors and customers.

Reporting to the Group Security Systems Manager, the role of the 'Operations Manager' is to lead the IMC team, in providing the business and its customers a high level monitoring centre and strong service capability.

The Manager is responsible for driving process refinement and implementation, project management, cross brand collaboration and internal and external stakeholder relationships. To support and participate in major event planning and intelligence sharing matters.

**Key Responsibilities**
- Oversee the day-to-day running and operations of the Woolworths Incident Management Centre.
- Provide direction and leadership to the IMC Operators.
- Lead the introduction and maintenance of key strategies and programs to provide an effective service and capability.
- Make recommendations to ensure relevant policy and procedures relating to IMC are aligned with Woolworths strategy and operations.
- Support investigations and complete relevant reports and required documentation.
- Ensure accurate, timely advice and communication on all incidents aligned to the Group risk matrix framework.
- Support the Business and its customers during emergencies.
- Event monitoring.
- Lead and develop a high performance team.
- Accountable for personal and team compliance with Woolworths policies, procedures and codes, for example Code of Conduct, and all applicable external laws, regulations, standards and industry codes.
- Active listener with flexibility to modify approach and adapt to customer needs. Ability to support operationally when required, this includes after hours and weekends.

**Criteria**
- Preferred - Extensive knowledge of Woolworths operational security and incident environment.
- Demonstrate leadership and team management skills.
- Excellent written skills for the preparation of business documentation, policies, briefing notes and reports on a range of issues as they relate to Woolworths Incident Management Centre.
- Excellent interpersonal and communication skills.
- Demonstrate experience in dealing with people across varying levels, including with internal stakeholders/business partners and external support.
- Excellent organisational and multitasking abilities.
- Conversant with the Google and microsoft platforms.
- Demonstrate ability to understand the impact of operational plans on strategic objectives.
- Strong customer service focus. Hold and maintain a valid NSW 1E subclass Security Operative Licence

**Grow with the Group
As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about c