The Operations Director must possess a unique blend of strategic leadership, strict regulatory knowledge, crisis management expertise, and deep field experience. The ideal candidate should be a highly analytical leader who will join our senior management team. You will be responsible for leading the company's day-to-day business operations, managing the quality of services delivered to customers in compliance with legislation, company policies, processes and procedures, to ensure the achievement of budgeted financial targets and satisfied customers.
Key Responsibilities and Accountabilities include :
- Direct experience managing security contracts, client service level agreements (SLAs), and operational budgets.
- Ensure Operations organizational structure is efficiently staffed,
- Operational enhancement to improve market competitiveness.
- Establishing and maintaining service differentiation in a competitive environment.
- Plan and direct the organization's activities to achieving financial and operational performance along the key lines of service, quality and compliance.
- Leading by example, drive a data-driven culture of continuous improvement and effective problem solving in the operational areas of the business.
- Develop relationships with key stakeholders in government, customers; commercial and labour organization's to support the effective deployment of the business strategy.
- Provide positive leadership within the business, directing all functions through the executive team and ensuring healthy relations with the workforce to ensure good morale and a high standard of integrity.
- Retention and customer satisfaction ratings improvement
- Undertake regular and consistent customer visit and assess performance
- Monitor customer service levels
- Quality Audit rating, correction plan in place and implemented
- Identify key industry trends and market trends
- Identify long term priorities and ensure resourcing is adequate to achieve objectives
- In conjunction with Training Manager, ensure operations training is sufficient and effective
Qualifications
- Progressive Leadership: 7–10+ years in security operations management, with at least 3–5 years in a senior directorial or executive capacity.
- Proven track record in large-scale manpower deployment, or specialized Security Operations Center (SOC) environments.
- Police, military, intelligence, or law enforcement backgrounds are highly preferred.
Core Technical & Operational Competencies
- Ability to design preventative frameworks, evaluate structural vulnerabilities, and execute comprehensive business continuity & security plans.
- Working knowledge of advanced workforce management software, CCTV systems, automated access control, and incident reporting platforms.
- High-caliber negotiation and presentation skills to interface smoothly with corporate clients, vendors, and public law enforcement.
- Strong communication style capable of delivering clear directives during a crisis and building workforce accountability.
- Experience auditing existing guard assignment instructions and operating procedures.
