Operations Manager, Emergency Communication Services

• Build high-performing and engaged teams, with a focus on people leadership
• Full-time, ongoing role based in Burwood East

About Triple Zero Victoria

Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.  

This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

About the Role

The Operations Manager is a key leadership role within the Emergency Communications Services (ECS) team, responsible for supporting and guiding Team Leaders to effectively manage their teams. The role focuses on building leadership capability, promoting staff wellbeing, and driving a culture of engagement, safety, and continuous improvement across the State Emergency Communications Centres (SECCs). Acting as the escalation point for people and performance issues, the Operations Manager also supports the Executive Manager, ECS, in delivering strategic and departmental initiatives.

Day to day responsibilities include:

• Lead and support Team Leaders to build high-performing, engaged teams through coaching, performance management, and regular operational engagement aligned with TZV’s values.
• Drive workforce planning and performance, advising on staffing levels, participating in recruitment, and ensuring alignment with IGEM 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 People & Culture 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.

About You

The ideal candidate will possess a combination of relevant qualifications, leadership experience, operational expertise, and personal qualities essential for managing high-pressure emergency communication environments, in addition to the following:

• Tertiary qualification in Management or related field, with knowledge or certification in AIIMS (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).

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the Triple Zero Victoria Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

For a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 14 September 2025.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via Careers@triplezero.vic.gov.au.