Operations and Service Manager-North Region at Halogen Group

The Operations and Service Manager oversees guarding operations and manages the delivery of guarding security services 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

Guarding Operations & Service Delivery

• Manage guarding and related security 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 efficiency in assigned area to achieve defined technical and commercial goals and metrics
• Enforce and ensure adherence to 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; both human and material in the most cost-effective way
• 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 support to the Sales team in furtherance too business solicitation

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 in a proactive method
• 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 fulfil 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 e.g., CPP, CSSM, PSP
• Relevant post graduate qualification would be added advantage

Experience

Minimum of 7 years’ security operations experience including supervisory capacity
Competencies

• Security Risk Management, with good understanding of the operating environment, global trends etc.
• Operations Management
• Client & Stakeholder Relationship Management
• Commercial Awareness
• Analytical & Problem-Solving Skills
• Communication – sound verbal, written, reporting
• Digital Savvy - proficient in the use of MS Office Suite; conversant with security technologies
• Teamwork & Interpersonal Skills
• Managerial & Leadership Skills
• Public speaking and presentation skills