Operations Training Manager

• Drive training excellence and performance across emergency communications teams
• Lead and support training leaders to deliver learner-focused, high-impact programs
• Full-time, ongoing role x 1 and 2 year fixed term contract x1

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 Training Manager is a key and active participant of the People & Culture Department within the Workforce Capability team.

The goal of the function is to lead, direct and support the Team Leader, Operations Training, Emergency Communications Services (ECS) Team Leaders and Workplace Trainers to enable them to manage their learner and Workplace Trainer teams positively and actively. This position is responsible for managing and driving performance improvement across the SECCs and implementing operational training initiatives.

Day to day responsibilities include:

• Lead and support training teams by motivating Team Leaders and Workplace Trainers to deliver high-quality, learner-centred operations training aligned with TZV’s values, goals, and workforce needs, ensuring readiness for current and future operational demands.
• Drive performance and development by setting clear objectives, fostering a culture of continuous learning, and providing coaching, feedback, and development planning to build capability within the training function.
• Ensure compliance and quality across all training programs by aligning delivery with TZV policies, RTO and AQTF standards, and sector-specific frameworks such as IGEM and VRQA, while upholding governance and security requirements.
• Oversee the delivery of impactful, integrated learning solutions throughout the employee lifecycle, ensuring relevance, alignment with workforce needs, and measurable operational outcomes.
• Collaborate with internal stakeholders including Learning Design, Workforce Capability, and SMEs to maintain up-to-date, compliant training materials, and lead moderation and validation processes to ensure consistency and assessment integrity.

About You

To be successful in this role, the candidate will demonstrate a blend of strong leadership, operational expertise, and technical capability, underpinned by relevant qualifications and a commitment to excellence in training delivery, in addition to:

• Tertiary qualification in Education, Management, or a related field, along with a TAE50122 Diploma of Vocational Education and Training (or equivalent).
• Proven experience leading high-performing teams in contact or communications centre environments, including oversight of training programs, compliance obligations, and operational risk in dynamic, high-pressure settings.
• Extensive experience in training delivery and assessment within Registered Training Organisations (RTOs), including the development and implementation of training plans aligned with national standards and certification requirements.
• Exceptional ability to multitask, prioritise, and problem-solve, combined with strong communication and influencing skills to drive change and maintain performance in mission-critical contexts.
• Demonstrated strength in building and maintaining collaborative relationships with a broad range of internal and external stakeholders, ensuring alignment and shared outcomes.
• Proficient in Microsoft Office, Power BI, Computer Aided Dispatch (CAD), Learning and Student Management Systems, and the interpretation of data for performance and compliance reporting.

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 3 August 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.