Operations Manager - Lagos at Prowess Spring Limited

Job Summary

• The Operations Manager will oversee the day-to-day operations of the security company, ensuring efficient service delivery, effective recruitment and training of security personnel, and overall business performance.
• The role requires strong leadership, operational discipline, and the ability to maintain high service standards across all client locations.

Key Responsibilities
Operations Management:

• Plan, coordinate, and supervise all security operations across assigned locations.
• Ensure deployment of guards is done efficiently and aligns with client requirements.
• Monitor field operations to ensure compliance with company policies and client expectations.
• Conduct regular site visits and operational audits.
• Address and resolve operational issues, incidents, and client complaints promptly.

Recruitment & Workforce Planning:

• Lead the recruitment and selection of qualified security guards and supervisors.
• Develop and maintain a pipeline of trained and vetted security personnel.
• Ensure proper documentation, background checks, and onboarding processes are completed.
• Manage staff scheduling, postings, and replacements to avoid operational gaps.

Training & Development:

• Design and implement training programs for new and existing security personnel.
• Conduct regular drills and refresher courses (e.g., access control, incident response, emergency handling).
• Ensure guards are well-versed in company SOPs, client specific instructions, and security best practices.
• Evaluate training effectiveness and continuously improve training content.

Client Relationship Management:

• Serve as the primary point of contact for clients on operational matters.
• Ensure high client satisfaction through consistent service quality.
• Conduct periodic meetings with clients to review performance and address concerns.
• Support business development by contributing to proposals and service improvements.

Compliance & Risk Management:

• Ensure all operations comply with regulatory standards and company policies.
• Enforce discipline, code of conduct, and professionalism among security personnel.
• Investigate incidents and prepare detailed reports with corrective actions.
• Maintain accurate operational records and documentation.

Team Leadership & Administration:

• Supervise supervisors and field officers to ensure accountability and performance.
• Set KPIs and monitor staff performance.
• Handle disciplinary actions, conflict resolution, and staff welfare issues.
• Prepare and submit regular operational reports to management.

Key Performance Indicators (KPIs)

• Guard retention rate and recruitment turnaround time
• Training completion and competency levels
• Client satisfaction and retention
• Incident response efficiency
• Operational compliance and audit results
• Reduction in complaints and service failures

Qualifications & Requirements

• Bachelor’s Degree in Business Administration, Security Management, or related field (preferred).
• 2–7 years experience in security operations management.
• Proven experience in recruitment and training of security guards.
• Strong leadership and team management skills.
• Excellent communication and conflict resolution abilities.
• Ability to work under pressure and handle multiple sites.
• Good knowledge of security procedures, risk management, and incident handling.

Core Competencies:

• Leadership and decision making
• Operational planning and execution
• Training and development
• Attention to detail and discipline
• Problem-solving and crisis management
• Client service orientation.