BRANCH MANAGER - ZANZIBAR ISLAND

Position/Employment type:

AREA MANAGER  - ZANZIBAR

Organization/Reporting line:

Reporting to the Head of Security Operations

Place of work/Travel:

GardaWorld Zanzibar Island

Contact and Cooperation:

Internally:

Main Cooperation with all HODs.

Externally

Clients, Government authorities, Labour Office, Trade Union , third-party suppliers, vendors, OEMs etc.

Job Summary:

The Branch Manager, Zanzibar, is accountable for the overall performance of GardaWorld operations in Zanzibar Island, with full responsibility for service delivery and business growth. The role provides strategic and operational leadership, ensures high standards of client service, and drives cost efficiency and performance.

The Branch Manager is also responsible for business development, achieving sales targets through new client acquisition and organic growth from existing clients, while strengthening client relationships and supporting marketing initiatives to grow the branch sustainably and profitably for GardaWorld.

Key Responsibilities:

Operations & Service Delivery

• Ensure consistent, high-quality service delivery across all GardaWorld operations in Zanzibar Island , in alignment with GardaWorld Tanzania operational standards set by HQ.
• Implement and enforce operational directives, SOPs, and service delivery frameworks issued by the Country Head of Operations.
• Monitor operational performance at all client sites to ensure compliance with company policies, SOPs, and contractual SLAs, and escalate risks or gaps as required.
• Lead branch-level incident and crisis response, ensuring timely resolution, clear communication, and escalation to HQ where necessary.
• Respond promptly to client complaints, service delivery gaps, and workforce-related issues, coordinating with HQ operations for resolution and corrective actions.
• Support the development, rollout, and continuous improvement of SOPs to enhance efficiency and consistency across regions.
• Ensure full compliance with regulatory requirements, company policies, and international standards including PSC.01 and ISO 18788.

Financial Management & Cost Control

• Manage branch-level cost control and operational expenditure in line with budgets approved and managed by HQ.
• Support HQ in budgeting, forecasting, and financial performance reviews by providing accurate branch-level data, forecasts, and insights.
• Drive cost efficiency at branch level by identifying savings opportunities and eliminating unnecessary expenses without compromising service quality.
• Ensure the branch operates leanly through effective resource utilization, productivity improvements, and adherence to approved cost controls.
• Work closely with Finance and Procurement teams in HQ to ensure accurate billing inputs, cost allocation, documentation, and timely collections.

Business Development & Sales Growth

• Actively lead and support business development activities within the Zanzibar Isalnd in coordination with HQ sales and commercial teams.
• Drive new client acquisition through prospecting, relationship building, proposals, and negotiations, in line with national sales strategy.
• Deliver organic growth by cross-selling and upselling additional services to existing clients.
• Participate in marketing initiatives, client presentations, site visits, and industry engagements to strengthen brand presence in the region.
• Achieve defined sales targets for new business and organic growth as agreed with HQ.

Client Relationship Management

• Build and maintain strong relationships with key clients, focusing on retention, satisfaction, and long-term partnerships.
• Regularly engage clients to understand evolving needs and identify opportunities for service improvement and expansion.
• Act as the senior branch-level point of contact for strategic and high-risk clients, escalating to HQ where required.

People Leadership & Performance Management

• Lead, coach, and develop branch operational and support teams in alignment with national HR and operations frameworks.
• Ensure clear performance expectations, regular reviews, and corrective actions in coordination with HQ.
• Promote a culture of accountability, safety, professionalism, and continuous improvement.
• Ensure effective communication and coordination across all locations within the branch and with HQ teams.
• Manage the discipline of the employees and ensure legal compliance

Stakeholder & External Engagement

• Engage proactively with regulators, unions, local authorities, and other stakeholders at branch and regional level.
• Represent GardaWorld professionally and ethically in all external interactions, in alignment with national governance and messaging.

Key Performance Indicators (KPIs)

• Service delivery performance and SLA compliance
• Client satisfaction and retention rates, lead in the implementation of corrective action plans in any for the region through the operations team.
• Branch-level cost control and efficiency
• Implement and ensure compliance of Company Policies, Standard Operating Instruction as a key part of the BMS
• Sales targets for new business acquisition
• Organic growth from existing clients
• Ensure timely incident resolution and escalation as per the incident management protocols
• Support and Manage branch payroll process timely: Delivery of accurate timesheets and payroll input data by 18th of every month, monthly ops payroll verification & approvals - sign-off and spearheading branch headcount reconciliations vs service contracts and billing
• Team performance, engagement, and compliance levels
• Achieve the operational deliverable targets for the region are achieved as contributing scores for the overall 80% minimum threshold mark.
• Maintain Optimal manning requirement for the region for both Administration team and the uniformed staff

Authority:

As directed and delegated by Head of Security – HQ  

Accountability:

The Branch Manager accountable to the Head of Security -HQ . Responsibilities outlined in this job description will be monitored and managed through mid-year and annual performance reviews, with support provided through the tracking of key performance indicators (KPIs).

Competencies:

• Bachelor’s degree in a relevant field with management experience in a diverse, labor-intensive environment, along with PnL and sales management expertise.
• Strong knowledge of business operations, security procedures, and operational security issues, with the ability to produce SOPs in line with ISO requirements.
• Excellent written and verbal communication skills for conveying complex information to diverse audiences.
• Financially aware, able to control costs, focus on profit, and identify business opportunities while maintaining effective IT and reporting systems.
• Decisive and ethical, with the ability to interact tactfully across cultural barriers, take responsibility, and work flexible hours as needed/religious/social/language barriers.
• Be prepared to work long, unsociable hours as required.

Qualifications & Experience:

• 10 years’ experience in an operational leadership role
• Must have experience in running a P&L
• Must have experience at a senior commercial level