Job Title: Operations Support Manager
Hiring Organization: GardaWorld
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Security
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 03/13/2024
Job
Summary
The Operations Support Manager plays a crucial role in the
security business by serving as the interface between the Director Operations,
Africa and the Country HSOs and their respective security departments. Their
primary responsibility is to ensure compliance with company policies and
procedures, oversee operations compliance, manage and oversee guard rostering,
and ensure effective manpower planning. Additionally, the Operations Support
Manager is responsible for ensuring the systems and processes of the business
are working efficiently and for establishing and maintaining excellent service
delivery across all countries of operation.
Key Responsibilities
- Support the
Director Operations, Africa to manage the Security Solutions Business Unit
commercially and operationally to deliver exceptional value to our clients
through the advancement of intelligent/smart security solutions with a
clear focus on service delivery and customer support, by ensuring the
operational team remains accountable to deliver operational excellence.
- Collaborate with
the Director Operations, Africa and the Country HSOs to ensure operational
compliance with company standards and client requirements. Administrate
and implement standardized operating procedures to streamline operations
and enhance efficiency;
- Monitor
operational performance metrics and provide recommendations for
improvement.
- Manage Labour
efficiency across the business and ensure all countries remain within
their outlined labour targets;
- Support the
workforce management process and ensure in country and regional compliance
through tracking of metrics and supervising process monitoring systems.
Oversee the guard rostering process to ensure adequate coverage and
optimal resource allocation in all countries. Collaborate with country
HSOs to develop and maintain manpower planning strategies based on client
demands and business requirements. Regularly review and analyze manpower
data to identify potential gaps or areas of improvement.
- Be the interface
between operations and Compliance and Assurance to include, but not
limited to ensuring the resolution of SIRs within GWSA timelines,
monitoring compliance and HSE CAPs remain on track and close out within
the prescribed timeframe, supervising BMS adherence and working with
country HSOs to ensure preparation for external and internal audits and
subsequent close out of all audit trackers;
- Ensure
compliance with company policies, regulations, and industry standards
across all countries.
- Conduct regular
audits and inspections both remotely and in person to identify any
non-compliance issues to the BMS and implement corrective actions;
- Provide guidance
and support to the Country HSOs in addressing compliance-related
challenges.
- Evaluate the
effectiveness of existing systems and processes and identify opportunities
for enhancement. Collaborate with relevant stakeholders to design and
suggest improvements to streamline operations and increase productivity.
Ensure proper training and implementation of new systems and processes
across all countries.
- Work with the
Operations Assistant, Africa to ensure all Africa trackers and metrics
remain updated and produced within outlined time frames;
- Monitor and
report any non-adherence of in country leave plans;
- Assist in
maintaining a culture of service excellence across all countries.
Collaborate with the Country HSOs to implement service improvement
initiatives. Monitor and evaluate service delivery performance and develop
action plans to address any gaps or issues. Develop organisational
arrangements, systems and processes to enable the efficient and effective
deployment of resources in line with business QA and growth requirements.
Supervise adherence to BMS processes and enforcing company SOPs;
- Preparation of
accurate monthly operational reports.
- Compliance with
operational processes; ensure business operational strategies and
initiatives are implemented across all operational areas in a timely and
cost-effective manner.
Qualifications
& Experience:
- Bachelor’s
Degree in business administration, Operations Management or a related
field;
- Proven
experience in operations administration management, in the security
industry, preferably in a GardaWorld environment.
- Minimum five (5)
years’ Security service experience with at least 3 years in an
administrative operational support position in the commercial security
service industry or commensurate military experience;
- Strong knowledge
of compliance regulations and industry standards.
- Excellent
organizational and problem-solving skills.
- Ability to
effectively communicate and collaborate with diverse stakeholders.
- Strong
leadership abilities and experience in managing teams.
- Proficiency in
using relevant software and systems for operations management.
- Proficiency in
ICT.
