Core Responsibilities
* Responsibility for the operational performance of the allocated business in relation to overall targets set.
* Control over the contract base, encompassing the management of the financial performance and service delivery of contracts.
* Maintain control and utilisation of labour and other resources through effective management teams.
* 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.
* 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.
* Review through the Operations Managers their portfolio KPI's, identifying areas of opportunity and/or risk, and working with Operations Managers to develop action plans to address any areas of underperformance.
* Ensure contracts are mobilised, demobilised and remobilised to agreed timeframe and to the highest standards.
* Carry out monthly 1:1's with direct reports to review the performance indicators across their portfolio and ensure they are in line with the targets set.
* Maintain continual professional development by attending relevant networking events with organisations such as the Security Institute and undertaking relevant Apprenticeships/Training.
* Review all critical operational incidents to identify any areas for improvement and lessons learned to help improve and develop staff and processes.
* Ensure the Operations Managers have comprehensive knowledge of the Business Management System.
* Ensure that all staff comply with Statutory, Legislative and Company requirements.
* Conduct post-deployment reviews to identify areas for improvement.
* Take commercial accountability and responsibility across the contracts.
* Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
* Review all financial spend to ensure that contracts are operating at the anticipated margins.
* Support the preparation of the annual budget for the forthcoming year and lead the work on annual inflationary/legislative increases.
* Be the custodian of the costing models ensuring that Finance has access to the latest version.
* 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.
* Look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
* Continually review client needs to identify additional opportunities for business.
* Be aware of business developments and opportunities within the Region, as well as the wider commercial environment including competitor activity.
* Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.
People Strategy
* Recruitment Strategy ensuring that the department is operating with sufficient resources to deliver core and ad‑hoc requirements.
* Succession Plan to support resilience.
* Development and Training Plan for Close Protection Officers and Operations Managers, identifying mandatory training for each role and ensuring compliance with group training requirements.
* National awards - nominate staff to recognise their contribution to the business and industry.
* MiVoice - ensure that the annual staff survey has participation rates in line with company expectations and that action plans are created and completed after the survey.
* Staff Retention - monitor workforce turnover, absenteeism and performance standards to maximise employee retention.
Compliance and Assurance
* Carry out monthly 1:1's with direct reports to review the performance indicators across their portfolio and ensure they are in line with the targets set.
* Maintain continual professional development by attending relevant networking events with organisations such as the Security Institute and undertaking relevant Apprenticeships/Training.
* Review all critical operational incidents to identify any areas for improvement and lessons learned to help improve and develop staff and processes.
* Ensure that all staff comply with Statutory, Legislative and Company requirements.
* Conduct post-deployment reviews to identify areas for improvement.
Finance
* Take commercial accountability and responsibility across the contracts.
* Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
* Review all financial spend to ensure that contracts are operating at the anticipated margins.
* Support the preparation of the annual budget for the forthcoming year and lead the work on annual inflationary/legislative increases.
* Be the custodian of the costing models ensuring that Finance has access to the latest version.
* 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
* Look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
* Continually review client needs to identify additional opportunities for business.
* Be aware of business developments and opportunities within the Region, as well as the wider commercial environment including competitor activity.
* 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
* Must have Close Protection SIA Licence.
* Previous experience of working in a fast‑paced Close Protection operational environment.
* Previous experience of managing multiple stakeholders.
* Previous experience of overseeing and leading operational teams.
* Be able to work on own initiative and take personal responsibility and ownership for all actions.
* Be able to demonstrate excellent people management experience including having a sound knowledge of HR processes.
* Demonstrate great customer service skills to engage with a range of stakeholders.
* Excellent verbal and written communication skills.
* Demonstrate attention to detail.
* Demonstrate effective leadership and team building skills.
* A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required.
* Excellent report writing, investigative and analytical skills with attention to detail.
* Excellent organisation and time management skills.
* Proven track record working towards KPI's and SLA's.
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