- The Head of Operations - Manned Guard plays a critical role in ensuring the seamless delivery of guarding and security services within the assigned region.
- This includes supervising a team of Senior Operations Coordinators, Operations Coordinators, Patrol Supervisors, Contract Managers, and operatives to maintain high service standards.
- The Head of Operations - Manned Guard is responsible for client engagement, risk management, operational reporting, and driving business growth, while ensuring compliance with company policies, protocols, and ISO standards.
Key Responsibilities
Guarding Operations & Service Delivery:
- Oversee the delivery of high-quality security services in the assigned region, establishing the organization as a premier provider of physical security solutions.
- Prepare periodic and ad hoc operational reports, analyzing data from compliance officers and operatives to inform decisions.
- Collaborate with the Fusion Centre to ensure effective use of security tools such as guard tours, walkie-talkies, and telephones.
- Ensure strict adherence to standard operating procedures, service standards, protocols, and ISO requirements to mitigate risks and uphold service excellence.
- Periodically review and refine the operational supervisory framework to enhance effectiveness.
- Develop client-specific post orders or SOPs to guide daily operative activities.
- Manage all activations and deployments of operatives, ensuring alignment with business expansion and revenue goals.
- Address client complaints promptly and ensure timely resolution.
- Engage with clients to offer security risk advice and operational support, fostering satisfaction and retention.
Security Risk Management:
- Conduct periodic risk and threat assessments at assigned locations, proposing mitigation strategies and engaging clients with recommended solutions.
- Lead incident management and emergency response efforts to ensure the safety of lives and assets.
- Investigate and resolve incidents promptly to ensure business continuity, escalating issues when necessary.
- Support the sales team with pre-sales risk assessments and technical requirements.
- Supervise a team comprising Senior Operations Coordinators, Operations Coordinators, Patrol Supervisors, Contract Managers, and operatives to ensure high performance.
- Facilitate staff learning and development, recommending training and re-training as needed.
- Motivate operatives by ensuring good working conditions to enhance engagement and retention.
- Conduct induction and orientation for new operatives, equipping them with the knowledge and tools needed to excel in their roles.
New Business Acquisition:
- Drive business growth by achieving assigned targets for acquiring new clients and contracts.
Additional Responsibilities:
- Perform any other duties assigned by the line manager to ensure operational efficiency within the Manned Guard operations department.
Requirements & Qualifications
- Minimum of 10 years' relevant experience in security operations, with significant experience in managing manned guarding services.
- Proven experience supervising large teams comprising operations coordinators, patrol supervisors, contract managers, and security operatives.
- Strong experience in security service delivery, client management, risk assessment, incident management, and emergency response.
- Demonstrated ability to manage multi-site security operations and ensure compliance with SOPs, service standards, protocols, and ISO requirements.
- Strong experience in operational reporting, workforce deployment, performance management, and service quality improvement.
- Proven ability to develop and maintain strong relationships with clients and key stakeholders.
- Experience supporting business development through client engagement, pre-sales risk assessments, and new contract acquisition.
- Strong leadership, communication, decision-making, problem-solving, and people-management skills.
- Ability to work effectively in a fast-paced operational environment and manage multiple priorities.
- Relevant professional security, risk management, or operations certification will be an advantage.