Operations Manager

Certis Group; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Retail discounts

Annual awards program

Employee engagement surveys

Rewards and recognition framework

Job summary

Certis Australia is seeking an experienced Operations Manager to oversee the safe, compliant delivery of security services across multiple sites. You will lead Site Managers and frontline teams, ensuring contractual requirements, KPIs and SLAs are met while maintaining operational continuity and client relationships.

You will drive workforce planning, incident management and risk controls, with a focus on continuous improvement and adherence to WHSE standards in a fast-paced security environment.

Qualifications

• Current Security Licence and valid Driver’s Licence.
• Proven experience managing security operations across multiple sites or a complex operational portfolio.
• Demonstrated experience leading Site Managers, Supervisors and frontline workforces.
• Strong knowledge of workforce deployment, rostering, attendance management and operational continuity.
• Experience delivering services against contractual requirements, SLAs and operational performance measures.
• Strong incident management, investigation and problem-solving capabilities.
• Sound understanding of WHSE, security licensing and regulatory compliance.

Responsibilities

• Take end-to-end accountability for daily operational service delivery across assigned sites.
• Ensure security services are delivered consistently and in line with contractual requirements, KPIs and SLAs.
• Lead and develop Site Managers, Supervisors and frontline security teams.
• Manage frontline workforce requirements including recruitment, onboarding, rostering and attendance.
• Support performance management and disciplinary processes per company policies.
• Maintain SOPs, standing orders and operational processes across sites.
• Respond to incidents, escalations, service disruptions and operational risks with appropriate action.
• Maintain strong client relationships and address complaints and service delivery issues.
• Ensure compliance with WHSE obligations and licensing requirements.
• Conduct site inspections, risk assessments and audits to stay audit-ready.
• Identify inefficiencies and implement improvements across the portfolio.
• Support transformation initiatives led by the Key Account Manager.

Skills

End-to-end service delivery

Workforce deployment

Leadership of frontline teams

Contractual & KPI compliance

Incident management & investigations

Operational risk management

Education

Security and Risk Management or related discipline

Job description

At Certis Security Australia, our mission is to make our world safer, smarter and better. As Australia’s only next generation security company operating at scale, we protect some of the nation’s most sensitive assets through disciplined operations, strong governance and highly trusted people.

Job Impact:

As Operations Manager, you’ll be responsible for the safe, compliant and effective delivery of security services across a portfolio of assigned sites. You’ll provide end-to-end operational leadership, ensuring contractual requirements are consistently met, frontline teams are effectively deployed and services are delivered without delay or compromise.

Leading Site Managers, Supervisors and frontline security teams, you’ll maintain operational continuity, strengthen workforce capability and build positive site-level client relationships. Your contribution will directly support SLA achievement, workforce stability, compliance outcomes, timely incident resolution and a reduction in service complaints.

What you'll be responsible for:

• Taking end-to-end accountability for daily operational service delivery across assigned sites.
• Ensuring security services are delivered consistently and in accordance with contractual requirements, KPIs, SLAs and agreed operational standards.
• Leading, coaching and developing Site Managers, Supervisors and frontline security teams to deliver high-quality service.
• Managing frontline workforce requirements, including recruitment, onboarding, rostering, attendance, workforce planning and deployment.
• Supporting performance management and disciplinary processes in line with company policies and procedures.
• Managing day-to-day site operations and ensuring standard operating procedures, standing orders and operational processes are effectively implemented.
• Responding to incidents, escalations, service disruptions and operational risks, ensuring appropriate investigation, corrective action and resolution.
• Maintaining strong site-level client relationships and addressing complaints, feedback and service delivery issues.
• Ensuring compliance with WHSE obligations, security licensing, statutory requirements and company governance standards.
• Conducting site inspections, risk assessments, investigations and compliance reviews to maintain operational and audit readiness.
• Maintaining accurate operational records and ensuring required systems, processes and reporting requirements are completed.
• Identifying operational inefficiencies and implementing practical improvements across the portfolio.
• Executing initiatives led by the Key Account Manager and supporting the rollout of operational transformation and improvement programs.

What you'll bring:

• Current Security Licence and valid Driver’s Licence.
• Proven experience managing security operations across multiple sites or a complex operational portfolio.
• Demonstrated experience leading Site Managers, Supervisors and frontline workforces.
• Strong knowledge of workforce deployment, rostering, attendance management and operational continuity.
• Experience delivering services against contractual requirements, SLAs and operational performance measures.
• Strong incident management, investigation and problem-solving capabilities.
• Sound understanding of WHSE, security licensing, statutory compliance and operational risk management.
• Strong client and stakeholder management skills, with the ability to resolve complaints and service issues effectively.
• Demonstrated ability to coach, develop and hold frontline leaders accountable.
• Strong organisational skills and the ability to manage competing priorities in a fast-paced operational environment.
• Qualifications in Security and Risk Management, Business, Operations Management or a related discipline.
• Experience supporting operational audits, risk assessments and compliance investigations.
• Experience contributing to operational transformation or continuous improvement initiatives.

Benefits & Culture:

What we offer

• Technology-led, intelligent security and facilities management solutions across Australia’s most critical sectors.
• A collaborative, fast-paced working environment where your leadership directly supports operational success.
• Opportunities to work with senior stakeholders and contribute to service improvement and business performance.
• Career development and progression opportunities within a growing national business.
• A strong commitment to diversity and inclusion. Applications are encouraged from women, Aboriginal and Torres Strait Islander peoples and candidates from diverse backgrounds.
• Employee benefits including retail discounts, annual awards, regular employee engagement surveys and a Reward and Recognition Framework.
• The opportunity to lead frontline teams and contribute to the safety and security of people, assets and communities.

Diversity Statement

Within Certis Australia, we believe our strength lies in the diversity of our people. We offer an inclusive culture where you can be your authentic self, contribute your unique perspective and grow with equal opportunities for advancement. Our commitment to a Safer, Smarter and Better workplace ensures every employee is supported, respected and empowered. We actively encourage First Nations and Torres Strait Islander people to apply as we build a brighter future, where all voices matter.