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AGENCY |
Department of Veterans’ Affairs |
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POSITION NUMBER |
BK07004 |
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POSITION TITLE |
Operations Manager / Deputy Manager |
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CLASSIFICATION |
LE5 |
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SECTION |
Hellfire Pass Interpretive Centre, Kanchanaburi |
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REPORTS TO (TITLE) |
Manager, Hellfire Pass Interpretive Centre |
About The Department of Veterans’ Affairs
The mission of the Australian Government Department of Veterans’ Affairs (DVA) is to support those who serve, or have served, in defence of our nation, and to commemorate their service and sacrifice in wars, conflicts and peace operations.
In fulfilling this mission, the Commemorations Branch within DVA is responsible for the construction and maintenance of official Australian memorials overseas, including the Hellfire Pass Interpretive Centre and Walking Trail in Kanchanaburi, Thailand.
About the Hellfire Pass Interpretive Centre and Walking Trail
The Hellfire Pass Interpretive Centre and Walking Trail (HFPIC) is an Australian Government funded commemorative and educational facility located in Kanchanaburi Province, Thailand, approximately 2.5hrs drive from Bangkok. The role of the Centre is to preserve and share the history of the Burma-Thailand Railway and the experiences of Australians, other Allied Prisoners of War (POWs) and Asian labourers during the Second World War.
The Centre welcomes visitors from around the world and serves as a place of remembrance, learning and reflection.
About the position
The Operations Manager (Deputy Manager) is a leadership position within HFPIC, operating under broad direction from the Manager. The role is responsible for supporting the strategic and operational management of the Centre, ensuring services, programs and facilities are delivered safely, efficiently and in accordance with Australian Government policies and local legislative requirements.
The position plays a critical role in maintaining the Centre as a place of remembrance, education and engagement for visitors from around the world. It provides leadership across a diverse range of functions, including visitor services, workforce management, financial and procurement management, facilities and asset oversight, and operational planning. The role is responsible for supervising locally engaged staff and contractors, fostering a positive workplace culture and ensuring high standards of service delivery and accountability.
The Operations Manager contributes to the achievement of HFPIC’s strategic objectives by monitoring operational performance, identifying opportunities for continuous improvement and implementing initiatives that enhance visitor experience and organisational effectiveness. The role also supports business planning, risk management, governance and compliance activities to ensure the ongoing integrity and sustainability of Centre operations.
Representing HFPIC as required, the Operations Manager develops and maintains effective relationships with a broad range of stakeholders, including the Australian Embassy Bangkok, Thai Government agencies, local authorities, tourism organisations and service providers. The role also supports the planning and delivery of commemorative events, official visits and ceremonies, contributing to the Centre’s reputation and broader engagement objectives.
Key responsibilities of the position include but are not limited to:
- Lead operational delivery by managing daily HFPIC activities to ensure services are safe, efficient, compliant and delivered to a high professional standard.
- Act as deputy to the Manager, exercising delegated authority, overseeing operations in their absence, and representing HFPIC with stakeholders and government officials.
- Drive performance and continuous improvement by monitoring operations, analysing outcomes and implementing initiatives to enhance service quality, efficiency and visitor experience.
- Ensure governance and compliance with Australian Government policies, local legislation, contracts and workplace procedures, including risk and assurance practices.
- Oversee financial management including revenue collection, banking, procurement, budgeting, forecasting, reporting and maintaining strong financial controls and accountability.
- Lead workforce management including recruitment, rostering, performance management, training and development of locally engaged staff, contractors and casual personnel.
- Foster a positive and safe workplace culture by promoting inclusion, collaboration and strict adherence to work health and safety requirements.
- Manage stakeholder engagement and event delivery by maintaining key partnerships (Embassy, Thai authorities, tourism bodies and service providers) and supporting commemorative events, official visits and ceremonial activities.
Required Qualifications/Experience/Knowledge/Skills
- Demonstrated experience in a representational role, with responsibility for liaising at a senior level with representatives of government, the tourism or events industries and the local business community.
- Highly effective relationship management, representational and interpersonal communication skills.
- Proven experience leading a medium-sized team, managing performance and supporting staff development, in a dynamic environment.
- Strong judgement, decision making and organisational skills with a demonstrated ability to manage competing priorities.
- Excellent written and verbal communication skills in both English and Thai.
- Strong computer literacy, including Microsoft Office suite of programs and financial management systems.
Highly desirable
- Tertiary qualifications and/or demonstrated experience in operations management, business administration, tourism, events or a related field.
- Understanding of Australian military history and the significance of Hellfire Pass.