Security Operations Manager

ABOUT WILSON:

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 vehicle
• Essendon Fields, VIC, working location
• Monday-Friday
• Full-time permanent position

The 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 Performance

• Oversee the performance, presentation, and compliance of designated sites in line with contractual and budget requirements
• Continuously review contract performance and implement priority action plans to improve service delivery
• Analyse future site requirements and provide recommendations to the State Operations Manager
• Ensure cost control, accurate invoicing, and timely resolution of anomalies
• Act as the primary contact for key clients, managing issue resolution, service improvements, and customer feedback
• Monitor and recommend changes to rate structures as required
• Complete all administrative tasks to meet contractual obligations
• Conduct regular structured meetings with internal stakeholders to review portfolio performance, set priorities, and confirm timelines
• Lead regular meetings with clients to review performance, address feedback, discuss security trends, and recommend improvements

Financials & Reporting

• Deliver contracted services within budget and agreed timeframes
• Manage P&L and ensure accuracy across all reporting and financial documentation
• Identify and address budget variances related to resourcing, revenue, and cost control
• Oversee subcontractor usage and compliance
• Provide consistent reporting, analysis, and forecasting on contract performance
• Monitor and resolve financial reporting anomalies
• Ensure contract compliance and follow through on required actions
• Manage annual leave liabilities, leave planning, and leave cash-out processes
• Reduce absenteeism through effective communication, performance management, and policy enforcement

Leadership

• Communicate company policies, procedures, and best practices to all staff
• Provide visible onsite leadership and clearly communicate KPIs and performance expectations
• Monitor performance, provide timely feedback, and manage underperformance through fair processes
• Coach, train, and mentor staff to meet business KPIs and support personal growth
• Delegate responsibilities appropriately to Site Managers and Supervisors
• Maintain high team morale and minimise turnover through strong engagement strategies
• Oversee site operations by monitoring and directing the performance of client portfolios
• Resolve team conflicts efficiently and minimise ER/IR risks
• Address disciplinary matters promptly to reduce operational impact
• Escalate ER/IR concerns to HR in a timely manner
• Ensure staff deployment is completed efficiently to minimise additional costs
• Ensure all compulsory training modules are completed on schedule and take corrective action when required

Workforce Planning

• Manage staffing levels to ensure alignment with contract requirements
• Lead and support recruitment activities to maintain adequate staffing levels
• Maintain a strong relief pool to meet contract fluctuations
• Minimise overtime through effective workforce planning
• Develop and implement succession plans to support business continuity and retention

Work Health & Safety

• Ensure compliance with company policies, procedures, and all relevant WHS legislation
• Promote and model safe behaviours, enforcing standards and expectations consistently
• Implement safe systems of work, including conducting risk assessments and ensuring staff do the same
• Encourage a strong safety culture, prioritising the wellbeing of all team members
• Provide input on potential WHS risks and opportunities for improvement
• Ensure timely reporting of incidents and complete all documentation within required timeframes

WHO WE ARE LOOKING FOR:

Experience & Capabilities

• Extensive experience managing multi-site operations within the Security Industry
• Strong background in cost control, financial analysis, and operational performance across multiple sites
• Proven leadership experience with a strong focus on client relationship management
• Skilled in delegation, project management, and meeting critical deadlines
• Demonstrated ability to communicate clearly and provide direction across all organisational levels
• Strong time-management skills developed through multi-site, high-volume operational environments
• Confident in situational analysis, problem-solving, and effective decision-making
• In-depth knowledge of rostering, cost analysis, resource allocation, and workforce optimisation
• Solid understanding of Awards, EBAs, and AWAs
• Experienced in performance management across diverse teams, including appraisals, coaching, and disciplinary processes
• Thorough understanding of core HR principles
• Advanced computer literacy, particularly in Excel, Word, and Workbuddy
• High level of numerical and written communication competency
• Strong understanding of WHS, IR, and EEO legislative requirements
• Experience working effectively within culturally diverse environments

Qualifications

• Minimum 3 years’ experience in a Client or Account Management role
• Minimum 5 years’ experience in the Security Industry delivering similar operational outcomes
• Current State-based Security Licence
• Must hold Class 1AC and Class 2ABD Security Licences
• Diploma or Certificate IV in Security Risk Management
• Diploma or Certificate IV in Work Health & Safety
• Certificate 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 2021, 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.

Master Licence (85518521S)