Job Overview
1. Responsibility for the operational performance of the allocated business in relation to overall targets set.
2. Control over the contract base, encompassing the management of the financial performance and service delivery of contracts.
3. Maintain control and utilisation of labour and other resources through effective management teams.
Main Duties
Our Clients
4. Ensure there is a Customer Relationship Map in place, identifying key stakeholders to support effective working relationships to enhance service delivery and mitigate risk and threat across the contracts.
5. Monitor service delivery levels, and influencing, directing and working with Operations Managers to ensure the required standards of service are achieved and contracts are retained.
6. Review through the Operations Managers their Porfolio KPI's, identifying areas of opportunity and/or risk, and working with Operations Manager to develop actions plans to address any areas of underperformance.
7. Ensure contracts are mobilised, demobilised and remobilised to agreed timeframe and to the highest standards.
Our People
Implement a People Strategy to include:-
8. Recruitment Strategy ensuring that the department is operating with sufficient resource to deliver the core and adhoc requirements
9. Succession Plan to support resilience.
10. Development and Training Plan for the Close Protection Officers and Operations Managers, identifying mandatory training for each role and ensure compliance with group training requirements.
11. National awards – nominate staff to recognise their contribution to the business and industry.
12. MiVoice – ensure that the annual staff survey has participation rates in line with company expectations and that action plans are created and completed after.
13. Staff Retention –Monitor labour turnover, absenteeism and performance standards to maximise employee retention
Compliance and Assurance
14. Carry out monthly 1:1's with direct reports to review the the performance indicators across their portfolio and they are in line with the targets set.
15. Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/Training.
16. Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes.
17. Ensure the Operations Managers have comprehensive knowledge of the Business Management System.
18. Ensure that all staff comply with Statutory, Legislative and Company requirements.
19. Conduct post-deployment reviews to identify areas for improvement
Finance
20. Take commercial accountability and responsibility across the contracts.
21. Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
22. Review all financial spend to ensure that contracts are operating at the anticipated margins
23. To support the preparation of the annual budget for the forthcoming year and lead the was on annual inflationary/legislative increases.
24. Be the custodian of the costing models ensuring that Finance have access to the latest version
25. Ensure that all WCNI and Debt is kept to a minimum and support the finance teams in the generation of billing and collection of monies due.
Continuous Improvement
26. To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
27. Continually review clients needs to identify additional opportunities for business.
28. To be aware of business developments and opportunities within the Region, as well as the wider commercial environment including competitor activity.
29. Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.
What we are looking for
30. Must have Close Protection SIA Licence
31. Previous experience of working in a fast-paced Close Protection operational environment
32. Previous experience of managing multi stakeholders
33. Previous experience of overseeing and leading operational teams
34. Be able to work on own initiative and take personal responsibility and ownership for all actions
35. Be able to demonstrate excellent people management experience including having a sound knowledge of HR processes
36. Demonstrate great customer service skills to engage with a range of stakeholders
37. Excellent verbal and written communication skills
38. Demonstrate attention to detail
39. Demonstrate effective leadership and team building skills
40. A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required
41. Excellent report writing, investigative and analytical skills with attention to detail
42. Excellent organisation and time management skills
43. Proven track record working towards KPI's and SLA's
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .