Serco

1 week ago

Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Lead daily contact centre operations delivering customer and contractual outcomes for essential community services across Victoria. Work closely with the Contract Manager to drive operational performance, continuous improvement, and a safe, inclusive culture. Coach and develop Team Leaders, monitor KPIs and operational metrics, and collaborate on workforce planning, resourcing, change initiatives, and business continuity to meet service, quality, and commercial targets.

Location: Australia

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Lead daily contact centre operations to deliver customer and contractual outcomes.
•Drive continuous improvement initiatives to enhance operational performance, quality, and employee experience.
•Develop, coach, and support Team Leaders to build capability, engagement, and high performance.
•Monitor operational metrics and implement strategies to achieve service, quality, and commercial targets.
•Collaborate on workforce planning and support teams to optimize resourcing, change initiatives, and business continuity.

Pay and Benefits

Perks:Employee Assistance

Key Requirements

•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 managing KPIs, operational metrics, and continuous improvement initiatives.
•Excellent communication skills with strong stakeholder engagement and relationship building.
•Experience fostering an inclusive, customer-focused culture that supports employee engagement and wellbeing.

Skills:LeadershipCoachingAccountabilityStakeholder managementProblem-solving

Company Brief

Serco

Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Hook, United Kingdom

Founded: 1929

Website LinkedIn

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Serco

1 week ago

Operations Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Lead daily contact centre operations to deliver customer and contractual outcomes.
•Drive continuous improvement initiatives to enhance operational performance, quality, and employee experience.
•Develop, coach, and support Team Leaders to build capability, engagement, and high performance.
•Monitor operational metrics and implement strategies to achieve service, quality, and commercial targets.
•Collaborate on workforce planning and support teams to optimize resourcing, change initiatives, and business continuity.

Pay and Benefits

Perks:Employee Assistance

Key Requirements

•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 managing KPIs, operational metrics, and continuous improvement initiatives.
•Excellent communication skills with strong stakeholder engagement and relationship building.
•Experience fostering an inclusive, customer-focused culture that supports employee engagement and wellbeing.

Skills:LeadershipCoachingAccountabilityStakeholder managementProblem-solving

Company Brief

Serco

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Hook, United Kingdom

Founded: 1929

Website LinkedIn