Operations Manager

Serco is a place where you can grow

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You'll also have access to flexible benefits designed to support your wellbeing and growth, including:

• Career development and leadership growth opportunities
• Employee wellbeing support, including our Employee Assistance Program
• Reward and recognition through Serco Thanks
• Access to employee benefits and exclusive discounts
• A collaborative, values-led culture where you can thrive

Make an impact at Serco

As our Operations Manager, you'll play a key leadership role in delivering a high performing contact centre that supports essential community services across Victoria. Working closely with the Contract Manager, you'll lead operational performance, develop capable leaders and drive continuous improvement across the service. You'll create an environment where people feel supported, empowered and motivated to deliver exceptional outcomes for our client while achieving operational and commercial objectives.

As an Operations Manager, you'll make a positive impact by:

• Leading daily contact centre operations to deliver outstanding customer and contractual outcomes.
• Driving continuous improvement initiatives that enhance operational performance, quality and employee experience.
• Developing, coaching and supporting Team Leaders to build capability, engagement and high performance.
• Monitoring operational metrics and implementing strategies to achieve service, quality and commercial targets.
• Collaborating with workforce planning and support teams to optimise resourcing, change initiatives and business continuity.
• Fostering a safe, inclusive and values led culture where people feel recognised, supported and empowered to succeed.

Serco is a place for you

You could be a great fit if you have:

• Demonstrated experience leading operational teams within a contact centre environment.
• Proven ability to coach and develop leaders while driving accountability and performance.
• Strong commercial awareness with experience managing KPIs, operational metrics and continuous improvement initiatives.
• Excellent communication, stakeholder engagement and relationship-building skills.
• Well-developed problem solving, organisational and decision-making abilities, with the ability to manage competing priorities.
• Experience fostering an inclusive, customer focused culture that supports employee engagement and wellbeing.

In joining us, you'll be part of a highly supportive culture with trusted leaders who will help you achieve your goals. Here, you'll enjoy a flexible approach to work-life, backed by the stability of long-term Government contracts.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology and the right partners to create impactful solutions that address some of the world's most urgent and complex challenges.

We focus on serving Governments across the globe. The work we do has touched the lives of millions in Australia and New Zealand and offers unique opportunities to apply your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration and Community Services.

We seek and celebrate diversity and encourage applications from people of all backgrounds and cultures, including Aboriginal and Torres Strait Islander peoples, LGBTQI+ people, veterans and people with disability.

By joining Serco, you'll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

How to Apply

Click Apply to submit your application today.

Please upload your CV as a single document. If you'd like to include a cover letter, please merge it with your CV before uploading.

Impact a better future at Serco.