Description
About the job
The Operations and Service Manager manages the delivery of security services and operations including guarding operations in an assigned area, ensuring high quality service delivery; compliance with contract terms, service level agreements, standard operating procedures and quality standards; for the achievement of business and operational goals in the assigned area.
Security Operations & Service Delivery
Manage security operations and services including manned guarding operations for assigned area, ensuring efficient and seamless operations, and excellent service delivery
Coordinate the delivery of customer-eccentric guarding services that position Halogen as a top choice for physical security solutions
Drive and manage operational performance in assigned area for achievement of defined operational and financial performance goals and metrics
Enforce and ensure adherence to with standard operating procedures; service standards; related protocols, policies and processes; to minimize security and operational risks and enable high quality service delivery
Manage, administer and optimize assigned resources; manage and control costs
Prepare and present periodic and ad hoc operations reports as required
Support the design and implementation of strategic plans and initiatives to facilitate achievement of business goals including growth and expansion
Promptly resolve operational issues or escalate for support where appropriate
Drive and ensure conformance to QMS ISO9001:2015 requirements
Provide technical sales support for business development
Security Risk Management
Provide expertise on security risk management and related areas
Support the development of security protocols, policies, and procedures necessary for safeguarding lives and property
Conduct risk assessment and analysis; continually identify security risks, define and advice on best fit mitigating strategies to protect our business and our clients
Prevent or minimize claims in assigned area through regular customer risk assessments and advisory
Client Management
Manage client relationships in assigned area for best business outcomes including retention and revenue expansion
Facilitate prompt response to client needs, and resolution of issues, queries and complaints
Oversee and ensure complete and timely deployment of operatives, support staff, tools and resources to fulfill contract requirements
Oversee contracts and sub-contracts in assigned area and ensure full execution in line with contract terms and service level agreements
Team Leadership & Management
Manage and supervise the team for high performance; drive and manage performance
Drive learning and facilitate development; coach; motivate
Foster team spirit and positive employee experience
Qualifications
Minimum of a first degree or equivalent from any reputable tertiary institution
Professional certification in security management, operations and project management e.g., CPP, CSSM, PSP, PMP, Six Sigma etc.
Relevant post graduate qualification would be added advantage
Experience
Minimum of 7 years’ security and related operations experience including supervisory, managerial capacity
Competencies
Security Risk Management, with good understanding of the operating environment, global trends etc. including Security Planning and Management; Risk Assessment; Intelligence; Incidence Response etc.
Operations Management
Project Management
Client & Stakeholder Relationship Management
Commercial Awareness
Critical Thinking, Analytical & Problem-Solving Skills
Communication – sound verbal, written, reporting, facilitation, presentation
Digital Savvy - proficient in the use of MS Office Suite; conversant with security technologies
Teamwork & Interpersonal Skills
Managerial & Leadership Skills
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