National Operations Centre Manager

About the CompanyAs one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website atCultureOur employees enjoy working with MSS because we:

• Have a high people and culture focus;
• Offer extensive development and progression opportunities;
• Provide stability and certainty in a role;
• Work collaboratively together and are high achievement focused;
• And because we know how to have fun whilst getting the job done.

The purpose of the role is to lead, manage and facilitate all aspects of delivery of the highest quality service to clients. This role will facilitate optimum LCR performance nationally, work with stakeholders to deliver LCR reduction initiatives and manage all aspects of the National Operations Centre (NOC) including staff, manning levels, roles and functions, and liaising with other states / territories to ensure exceptional service from the after-hours team.Rare opportunity to lead a National Operations Centre with an industry leader.Full time position based in Sydney managing a robust team.Excellent employee benefits including Recognition & Reward and staff discounts.About the CompanyAs one of Australia’s leading security companies, with a national footprint across Australia, MSS Security has unrivalled experience in delivering the highest quality of service & protecting some of the nation’s highest profile sites. To find out more visit our website atOur employees enjoy working with MSS because we:Have a high people and culture focusOffer extensive development and progression opportunitiesProvide stability and certainty in a roleWork collaboratively together and are high achievement focusedBecause we know how to have fun whilst getting the job doneAbout the roleMSS Security is looking for a National Operations Centre Manager for a permanent full-time opportunity to deliver operational excellence and commercial outcomes for the organisation. The role will see you working in a high-volume busy centre leading a Service Delivery team to be the centralised point for Workforce planning and rostering.Reporting into the Executive General Manager, this role is a primarily office-based role in Silverwater. Your responsibilities in this role will include, but not limited to:Change Management: Leading the team through a significant system transition and ensuring the team structure meets system and business requirements.Leadership: Lead by example and promote a culture of collaborative engagement with internal and external stakeholdersCommercial Awareness: ensuring processes and decision-making deliver commercial outcomes to internal and external customer, without compromise to legislative or compliance requirements.Day-to-Day Operations Management: This involves supporting the team in responding to queries, service requests, and overseeing smooth operations, and regularly communicating updates.Escalation Point of Contact: Serve as the primary contact for escalations for internal stakeholders in addressing process and roster fulfilment requirements across various clients and locations nationally, resolving issues promptly and effectively.Advisory on best practices with a strong ER/IR focus: Function as the central point to foster compliance-based decision making on staffing and workforce management.Reporting: Tracking user feedback, key performance indices and other statistics, by preparing reports and making presentations to senior management and other stakeholdersCollaboration: ensuring a strong focus on collaboration with internal stakeholders occurs, based on development of trust and strong relationshipsWhat we are looking for:Demonstrable experience in high volume contact centre environment and management of large-scale workforce mobilisation and workforce planningDemonstrable experience in Change Management and ability to conceptualise and communicate change with direct reports and internal stakeholders, in a collaborative and consultative fashionSound knowledge of and ability to interpret Enterprise agreements and Award rates.Strong leadership skillsPrior experience in Rostering CRMs, Workday or Workforce will be regarded.Willing to travel intra and interstate occasionally.Well-organised and initiative-taking with the ability to prioritise in a face paced environment.Full Australian working rightsBe willing to undergo a National Police check.How to applyMSS Security is an Equal Opportunity Employer. We value the unique backgrounds, experiences and contributions of each person and encourage and celebrate diversity. We are proud to be certified by the Workplace Gender Equality Agency, a partner and supporter of Veterans employment and are currently developing our first Innovate Reconciliation Action Plan. Click APPLY to complete your application and you will be prompted to answer a few simple questions and upload your cover letter and CV.To give yourself the best opportunity to progress your application, please outline in your cover letter how your skills and experience meet the role requirements.Thanks for taking the time to consider MSS as a future employer and we look forward to hearing from you.How to applyMSS Security is an Equal Opportunity Employer. We value the unique backgrounds, experiences and contributions of each person and encourage and celebrate diversity. We are proud to be certified by the Workplace Gender Equality Agency, a partner and supporter of Veterans employment and honoured to have an endorsed REFLECT Reconciliation Action Plan.Click APPLY to complete your application and you will be prompted to answer a few simple questions and upload your cover letter and CV.To give yourself the best opportunity to progress your application, please outline in your cover letter how your skills and experience meet the role requirements.Thanks for taking the time to consider MSS as a future employer and we look forward to hearing from you.