The Head of Operations (Manned Guarding ) 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 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.
Client Management
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.
Team Supervision
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