Operations & Service Manager - East Region at Halogen Group

Job Description

• 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.