Job Overview
* 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.
Main Duties
* 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 Manager 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.
Our People
Implement a People Strategy to include:
* Recruitment Strategy ensuring that the department is operating with sufficient resource to deliver the core and adhoc requirements
* Succession Plan to support resilience.
* 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.
* 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.
* Staff Retention – Monitor labour turnover, absenteeism and performance standards to maximise employee retention
Compliance and Assurance
* Carry out monthly 1:1s 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 Security Institute and undertaking relevant Apprenticeships/Training.
* Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' 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
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 was on annual inflationary/legislative increases.
* Be the custodian of the costing models ensuring that Finance have 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
* To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
* Continually review clients needs to identify additional opportunities for business.
* To 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.
Qualifications
* Must have Close Protection SIA Licence
* Previous experience of working in a fast‑paced Close Protection operational environment
* Previous experience of managing multi 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
Benefits
* Virtual GP available for you and members of your household.
* Financial wellbeing assistance through Salary Finance scheme, allowing access to part of earned pay before payday.
* Flexible lifestyle benefits platform – choose up to five extra days holiday each year, critical illness insurance, dental treatment and technology products at affordable cost.
* High street discounts through MiDeals platform.
* Cycle‑to‑work scheme.
* Life cover up to four times salary.
* Enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan.
* Mitie Stars recognition for employee performance, with cash prizes and a chance to win £10,000.
Inclusion
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know.
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