Select how often (in days) to receive an alert:As one of the largest providers of security services in Australia and New Zealand, our valued employees are supported by a highly experienced management team, industry-leading expertise and a strong local and national infrastructure operating 24 hours a day.Our vision is to be the most trusted provider of integrated Security Solutions, and our purpose is to build a safer future for everyone.
Wilson Security operates in a wide range of sectors and is committed to shaping the future of security by offering innovative and sustainable solutions that create enduring value for our people, customers, and the communities we operate in.Wilson Security's journey towards a more sustainable and responsible future is brought to life through our core values of Care, Innovation, Accountability, and Integrity, as well as the principles of ESG excellence.ABOUT THE ROLE:Competitive salary + company vehicleEssendon Fields, VIC, working locationMonday-FridayThe Operations Manager plays a key role in delivering Wilson Security's Vision and Business Unit Strategy by overseeing the day-to-day performance and operational excellence of assigned sites and teams.
Reporting to the State Manager, this role provides strong, visible leadership, clear direction, and proactive issue resolution across all levels of service.
You will ensure operational efficiency, maintain service delivery within budget, and uphold consistent standards for our clients.
Acting as a critical link between the Operations Team, clients, and on-site personnel, the Operations Manager ensures effective communication, accurate reporting, and seamless implementation of organisational priorities.DUTIES & RESPONSIBILITIES:Contract PerformanceOversee the performance, presentation, and compliance of designated sites in line with contractual and budget requirementsContinuously review contract performance and implement priority action plans to improve service deliveryAnalyse future site requirements and provide recommendations to the State Operations ManagerEnsure cost control, accurate invoicing, and timely resolution of anomaliesAct as the primary contact for key clients, managing issue resolution, service improvements, and customer feedbackMonitor and recommend changes to rate structures as requiredComplete all administrative tasks to meet contractual obligationsConduct regular structured meetings with internal stakeholders to review portfolio performance, set priorities, and confirm timelinesLead regular meetings with clients to review performance, address feedback, discuss security trends, and recommend improvementsFinancials & ReportingDeliver contracted services within budget and agreed timeframesManage P&L and ensure accuracy across all reporting and financial documentationIdentify and address budget variances related to resourcing, revenue, and cost controlOversee subcontractor usage and complianceProvide consistent reporting, analysis, and forecasting on contract performanceMonitor and resolve financial reporting anomaliesEnsure contract compliance and follow through on required actionsManage annual leave liabilities, leave planning, and leave cash-out processesReduce absenteeism through effective communication, performance management, and policy enforcementLeadershipCommunicate company policies, procedures, and best practices to all staffProvide visible onsite leadership and clearly communicate KPIs and performance expectationsMonitor performance, provide timely feedback, and manage underperformance through fair processesCoach, train, and mentor staff to meet business KPIs and support personal growthDelegate responsibilities appropriately to Site Managers and SupervisorsMaintain high team morale and minimise turnover through strong engagement strategiesOversee site operations by monitoring and directing the performance of client portfoliosResolve team conflicts efficiently and minimise ER/IR risksAddress disciplinary matters promptly to reduce operational impactEscalate ER/IR concerns to HR in a timely mannerEnsure staff deployment is completed efficiently to minimise additional costsEnsure all compulsory training modules are completed on schedule and take corrective action when requiredWorkforce PlanningManage staffing levels to ensure alignment with contract requirementsLead and support recruitment activities to maintain adequate staffing levelsMaintain a strong relief pool to meet contract fluctuationsMinimise overtime through effective workforce planningDevelop and implement succession plans to support business continuity and retentionWork Health & SafetyEnsure compliance with company policies, procedures, and all relevant WHS legislationPromote and model safe behaviours, enforcing standards and expectations consistentlyImplement safe systems of work, including conducting risk assessments and ensuring staff do the sameEncourage a strong safety culture, prioritising the wellbeing of all team membersProvide input on potential WHS risks and opportunities for improvementEnsure timely reporting of incidents and complete all documentation within required timeframesWHO WE ARE LOOKING FOR:Experience & CapabilitiesExtensive experience managing multi-site operations within the Security IndustryStrong background in cost control, financial analysis, and operational performance across multiple sitesProven leadership experience with a strong focus on client relationship managementSkilled in delegation, project management, and meeting critical deadlinesDemonstrated ability to communicate clearly and provide direction across all organisational levelsStrong time-management skills developed through multi-site, high-volume operational environmentsConfident in situational analysis, problem-solving, and effective decision-makingIn-depth knowledge of rostering, cost analysis, resource allocation, and workforce optimisationSolid understanding of Awards, EBAs, and AWAsExperienced in performance management across diverse teams, including appraisals, coaching, and disciplinary processesThorough understanding of core HR principlesAdvanced computer literacy, particularly in Excel, Word, and WorkbuddyHigh level of numerical and written communication competencyStrong understanding of WHS, IR, and EEO legislative requirementsExperience working effectively within culturally diverse environmentsQualificationsMinimum 3 years' experience in a Client or Account Management roleMinimum 5 years' experience in the Security Industry delivering similar operational outcomesCurrent State-based Security LicenceMust hold Class 1AC and Class 2ABD Security LicencesDiploma or Certificate IV in Security Risk ManagementDiploma or Certificate IV in Work Health & SafetyCertificate IV in Training & Development (advantageous)Tertiary qualifications in business or commerce (advantageous)Wilson Security is an employer of choice, engaging with our people both online and in person.
We offer comprehensive Training and Development, Employee Benefits like a Wellbeing Hub, Health Insurance discounts, and Employee Assistance Programs.Our Innovation Council and Corporate Social Responsibility team connect with our communities through fundraising, sponsorship, and team building.
In ****, we were recognised by the Australian Security Industry Association as the Outstanding Security Guarding Company.We are committed to building a workforce that reflects the diversity of the communities we protect, with a focus on supporting Aboriginal and Torres Strait Islander peoples.
Our inclusive culture celebrates innovation and teamwork, highlighted by our monthly STRIVE awards.
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