Operations Director – First Response Group
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About The Role
First Response Group is not just a workplace. It is a vibrant community where passion fuels our excellence, integrity guides our conduct, empowerment shapes our successes, and a sense of community binds us together. We are pioneers in our field, and we seek to inspire every person to reach their maximum potential.
Job Description
Strategic Leadership
* Shape and deliver a national growth strategy aligned with FRG's long term goals.
* Drive transformation initiatives to improve service delivery, optimise costs, and strengthen operational resilience.
* Stay ahead of emerging risks, potential threats, and industry trends to maintain relevance and adaptability.
* Take full ownership of P&L, demonstrating strong financial and commercial expertise.
* Anticipate market shifts and competitor activity to ensure FRG remains ahead of industry trends.
* Play a key role in bid strategies, solution design, and commercial proposals with a focus on a risk based, service led approach.
Risk, Threat & Governance
* Ensure all services align with client specific risk profiles and protection requirements.
* Oversee or support the development of Threat, Risk, and Vulnerability Assessments.
* Maintain compliance with SIA regulations, data protection standards, and ISO frameworks.
* Build and sustain robust risk management processes, incident response structures, and continuous improvement programs.
Operational Excellence
* Lead national operations to deliver consistent, high-quality service across all contracts.
* Guide regional managers and operational teams to achieve KPIs and SLAs whilst ensuring contractual compliance.
* Champion innovation in workforce deployment, technology integration, and service improvement.
* Drive operational consistency, efficiency, and best practice across all service lines.
* Foster collaboration across departments to enhance overall performance.
* Promote a culture of accountability and high performance.
Client Relationship Management
* Act as senior stakeholder for strategic accounts, ensuring client satisfaction and long-term partnerships.
* Provide advice and guidance on risk and threat.
* Lead regular performance reviews and continuous improvement discussions.
* Resolve escalated issues promptly to maintain client confidence and satisfaction.
People Leadership
* Inspire, lead, and develop all departments to achieve target objectives.
* Build a culture of accountability, innovation, and informed decision making.
* Support workforce development through talent mapping and succession planning.
Essential Skills
* Extensive leadership experience within the UK Security sector.
* Proven track record of managing multimillion-pound P&L and delivering sustainable, profitable growth.
* Deep knowledge of SIA regulations, security operations, workforce management, and industry best practices.
* Demonstrate ability to win, mobilise, and manage contracts of varying sizes.
* Exceptional commercial knowledge, negotiation skills, and stakeholder management.
* Comprehensive knowledge of security risk management principles and operational best practices.
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