Head of Security Operations

Position/Employment type:

Head of Security Operations – (HSO)

Organization/Reporting line:

GardaWorld International - Africa/ Reporting directly to the Director, Operations- Africa and with a dotted line reporting to the Country Director.

Place of work/Travel:

Nairobi, Kenya, with regular travel to in-country areas of operation

Contact and Cooperation:

Internally: Company-wide and working with Legal, Finance, HR, BD and Country Senior Leadership.

Externally: Clients, Government agencies, Security Companies, Unions

Job Summary:

The Head of Security Operations, (Kenya), is responsible for the direction and control of all commercial and operational aspects of the Guarding, Response, Canine, Journey Management, Risk Advisiry, Fire & Rescue Business Units to ensure efficient delivery and service to all internal and external customers. The position ensures the highest level of customer satisfaction whilst achieving organic growth and financial success. 

Key Responsibilities:

1. Business Unit Management:

• 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.
• Lead in the development of the business unit’s budgets and strategies to achieve the growth plans.
• Lead and monitor the implementation of approved budgets and plans, establish cost ratios, and ensure cost management.

2. Resource Deployment:

• Develop organisational arrangements, systems, and processes to enable the efficient and effective deployment of resources in line with business QA and growth requirements.
• Responsible for adherence to BMS processes and enforcing company SOPs.

3. Client Relations:

• Manage client relations by ensuring the operations teams conduct regular updates and meetings to ensure compliance with agreed client KPIs and service delivery expectations.

4. Leadership and Development:

• Provide leadership and direction for nationwide operations team. Manage staff up-skilling within the department to meet current and planned outputs; build and maintain talent infrastructure and employee development by assessing capability, identifying gaps, and designing training programs.
• Develop and motivate the operations teams fostering a high level of co-operation with other senior managers.

5. Operational Reporting:

• Develop and deliver robust internal and external performance reports. Contribute to the development and delivery of accurate financial reports to the Country Director.

6. Compliance and Audit:

• Ensure the operation remains fully compliant with the GardaWorld BMS and GardaWorld International SOPS.
• Facilitate the internal audit process and responsible for implementing the ensuing action plans.

7. Contract Mobilization:

• Mobilize new contract wins ensuring full and accurate understanding of contract SLA.

8. Operational Excellence:

• Deliver and track a rolling operational excellence programme to include:
  • Effective SOPs for the delivery of services to the highest standard.
  • Risk assessments, post instructions, emergency procedures, and safe havens to be in place for each post.

9. Resource Management:

• In conjunction with Procurement and Finance, ensure that uniforms and equipment are ordered and delivered to budget in a timely manner across the business- Response K9 and Guarding etc.
• Introduce and oversee Tiered Audit Programme of client sites on an annual basis.
• Manage the upskilling of Operations Managers, Field Officers, and Supervisors as part of the GardaWorld International standard Operational Excellence Programme.

10. Performance Management:

• Work with HR to manage values-based awards system based on the GardaWorld Values.
• Ensure there is an annual plan and that is adhered to; that will on a scheduled basis conduct risk assessments on all client sites.

11. Commercial Support:

• Support Commercial and sales efforts specifically bid and proposal development.

12. Financial Performance:

• Drive continuous improvement in the financial performance and service delivery of the Security Operations Business - Monitor the financial collections by ensuring correct and timely billing and revenue assurance.

13. Health and Safety:

• Act as champion for H&S and Service Delivery across the (Country) business.

14. Operational Compliance:

• Manage Labour efficiency across the business; and
• Compliance with operational processes; ensure business operational strategies and initiatives are implemented across all (Country) operational areas in a timely and cost-effective manner.

Principal Outputs of this Role:

1. Business Strategy and Implementation:

• Formulation and effective implementation of Business Strategies.
• Efficient management of business unit and overall business profitability.
• Operations efficiency and cost reduction in accordance with the set parameters.

2. Technology Integration:

• Overseeing continued entrenchment of smart and intelligent technology in our operation’s service provision across the country.

3. Operational Excellence:

• Achieve operational excellence by building a quality cost driven business unit.

4. Staff Motivation and Development:

• Highly motivate operations staff with clear roles and responsibilities within the Business Unit.

Authority:

Refer to GW Security Authority Matrix.

Accountability:

The Head of Security Operations, (Kenya), is accountable to the Director, Operations- Africa for their responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance reviews and supported through the monitoring of their KPIs.

Competencies:

1. Leadership and Management:

• A visionary leader, energetic with the ability to transform, inspire, and motivate teams to produce quality output within strict timeframes.
• Strategic and logical thinker, ability to see the big picture and formulate strategies for the company and contribute to achievement of the company’s overall objectives.
• Demonstrate ability to build cohesive teams and provide others with clear direction and sets measurable and achievable goals for subordinates.

2. Communication and Interpersonal Skills:

• Enthusiastic, results-oriented with excellent communication and presentation skills.
• Influential with an ability to work and interact with internal and external stakeholders at all levels.

3. Customer Focus:

• Commitment to results, customer-focused, and goal driven.
• Ability to grow, support, and develop talent within the department.

4. Integrity:

• High moral standing with impeccable integrity

Qualifications & Experience:

1. Educational Background:

• Bachelor’s degree in risk or operations management, business administration, or a related field.
• Postgraduate qualification in commercial security and Membership of professional bodies is an added advantage.

2. Professional Experience:

• Minimum ten (10) years’ Security service experience with at least 5 years in a senior position in the commercial security service industry or commensurate military experience.
• Technical understanding of commercial security and integrated facilities management.

3. Financial and Development Skills:

• Good appreciation of financial models and proven ability to deliver stretching financial and non-financial targets.
• Experience of developing individuals and fostering their career advancement including suitable coaching and mentoring abilities.

4. Technical Skills and Knowledge:

• Proficiency in Information and Communication Technology (ICT)