Overview
Job objectives and responsibilities include delivering results from the crime and security teams that meet or exceed service delivery requirements through full responsibility and accountability for:
* To ensure the delivery of reliable intelligence which highlights any potential crime and security threats to the client whilst proactively driving the resource to risk model and contributing to creating a safe and secure environment.
* The delivery of an industry leading Remote IKEA SOC team that provides strategic direction internally.
* Instil an intelligence sharing culture internally in order to support the Crime Intelligence Team.
* Lead the IKEA SOC team Supervisors through the efficient deployment of people, equipment, systems.
* Leading and supporting the room in their day-to-day duties ensuring access control policies are adhered to and relevant building information is shared to drive efficiencies.
* Provides support to line manager in accordance with the specific requirements of the contract and compliance with internal policies and procedures.
* Responsible for ensuring all KPI's are met in accordance with contract requirements.
* Ensuring all GDPR requirements are met by all SOC functions.
Main Duties
* To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability.
* Delegate and co-ordinate the workload, liaising with SOC Supervisors to ensure targets are achieved within the correct timescales.
* Work collaboratively with other SOC functions as appropriate to ensure a workflow that is effective and delivers the right output within the right timescales.
* Ensure all colleagues within the SOC comply with all GDPR, Company and Client quality standards and any appropriate UK legislation.
* Be able to project manage and implement new business initiatives and actively network with other external working groups when required.
* Complete ad-hoc projects as designated by Account manager within set time frames and to the standard required.
* Leading the IKEA SOC and crime and intel team, to ensure incident management, live monitoring and other core tasks are completed in line with all agreed SLA's.
* Demonstrate an excellent understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same.
* Advocate and promote the Mitie brand and actively participate in the success of all company strategies.
Team Leadership and Development
* To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers.
* Proactively manage the team supervisors and crime and intel teams to ensure high levels of performance and attendance including MiReviews and KPI setting and review through the delivery of a robust coaching and mentoring culture.
* Managing, leading and supporting the team supervisors and crime and intel teams, ensuring their continuous development through monthly/periodic reviews and annual appraisals.
* Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.
* Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.
* Identify the need for and support in the implementation of personal development plans as identified.
* Take active steps to maintain communication and recognise achievement and develop the Mitie Community.
* Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.
* Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.
* Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies.
Person Specification
Essential
* Demonstrates a high level of leadership skill and experience and possesses a proven track record for building and managing winning teams.
* Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes.
* Computer literate with a variety of software, including Microsoft Office (Outlook, Word and Excel) and bespoke software.
* Experience of managing and monitoring KPI performance.
* Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals.
* Ability to build and maintain relationships with a strong teamwork ethic.
* Experience of managing the monitoring CCTV.
* Experience of working within a demanding fast-paced environment.
* SIA Licence holder - CCTV & minimum front-line Guarding.
* Ability to work under pressure in a controlled environment and make quick decisive and assertive decisions.
* Good communication skills, verbal and written English.
* Experience of team working.
* Project management experience.
* Reliable, flexible and discreet.
* Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines.
* Ability to accurately follow detailed processes and where required write new policies.
* Confident and professional working approach and appearance.
* Resilient and tenacious with a ‘can do' approach.
Desirable Skills and Experience
* Knowledge of the retail market.
* An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding.
* Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management).
* Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions.
* Previous achievement of performance targets and driving performance through utilising metrics.
* Excellent report-writing and analytical skills with sharp attention to detail.
#J-18808-Ljbffr