Operations and Service Manager - Abuja at Halogen Group

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.

Responsibilities

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-centric 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.
• Monthly preparation & vetting of nominal roll for onward submission to the HRBP.
• Develop SOPs and their signoff at locations alongside client representatives; ensure adherence 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 Daily, Weekly and Monthly reports to line-manager 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.
• Accountable for the headcount of field operatives and external supervisory team in Area of Coverage.
• Timely submission of monthly security reports to clients and management.
• Attend to emails and other platforms relating to clients, Operatives, and other stakeholders relating to the Region not later than 24 hours.
• 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
• Heightened Risk Assessment to be done at least twice a year in all location of coverage

Security Risk Management

• Provide expertise on security risk management and related areas 
• Conduct Heightened Risk Assessment at least twice a year in all locations of coverage.
• 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
• Engage other stakeholders, especially SAM, in managing reported situations on the field for further action.
• 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 fulfil contract requirements
• Oversee contracts and sub-contracts in assigned area and ensure full execution in line with contract terms and service level agreements

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