Operations Manager

Date:

8 Jul 2026

Location:

Sydney, NSW, AU

Custom Field 1:

Wilson Security Pty Ltd

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

Parramatta, NSW, 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

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

Experience working effectively within culturally diverse environments

Qualifications

Minimum 3 years’ experience in a Client or Account Management role

Minimum 3 years’ delivering similar operational outcomes across multi-site environments

Current State-based Security Licence (not essential)

Driver's license (Essential)

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 (410462152)