National Operations Manager ESS at G4S

Job Introduction

• Manage the provision of quality Electronic Security Systems (ESS) solutions, integrated with the other G4S services
• Compliance with legislation, company policies, processes and procedures
• Meeting risk needs and security considerations resulting in satisfied customers.
• Achievement of budgeted financial targets and business strategy.

Role Responsibility

• Define and implement the ESS Strategy
• Identify key industry trends and market trends
• Identify long term priorities and ensure resourcing is adequate to achieve objectives
• Ensure strategy is aligned with the overall G4S Kenya strategy
• Analyse and identify key business challenges and identify interventions where appropriate

• Ensure targeted financial performance
• Achieve set Revenue Growth:
  • Organic Growth achieved against budget
  • Escalations achieved against budget
• Gross Margin Improvement:
  • Direct Labour control / % improvement
  • Direct Other cost reduction / % improvement
  • Contract profitability against budget
  • Manage profitability of contracts with a focus on maintenance, sustainability, cost effectiveness and labour
  • PBITA improvement / budget achievement
• Overhead cost control:
  • Overhead % compared with budget
  • Overhead cost reduction
  • Number of claims / claim value reduction
• Manage cash flow:
  • DSO management
  • Debt increase beyond 60 days
  • Bad debt movement into 180 days
  • CAPEX spent vs. budget
• Progress/ success of new business achieved vs. budget:
  • Large bid participation
  • Identification of new customers and business opportunities

• Design Security Solutions (integrated with other service lines)
• Maintain and develop integrated solutions and services
• Provision of a customized customer specific solution, based on risk assessment

• Deliver customer service resulting in customer retention
• Ensure that all required formal customer meeting are scheduled, attended and minutes of meetings are documented
• Maintenance of positive customer relationships
• Meet customer retention targets
• Improve the current customer satisfaction ratings year on year
• Monitor and review customer satisfaction levels across the division, focusing on the critical areas for each product line
• Build a culture of customer awareness and service across the business, to ensure individuals are equipped to make the right decisions.
• Actively build networks and influence with relevant decision makers ensuring that the company has an appropriate profile in the market.
• Develop and maintain internal relationships in order to foster close working relationships with CSS, MSS and Courier customers.
• Develop and maintain external relationships in order to foster close working relationships with all strategic customers.
• Review audits and quality assessments, review correction plan in place and implementation plan.
• Review management information systems and develop strategy and correction initiatives.

• Ensure targeted/ contracted operational performance
• Achieve targeted Quality Audit rating, correction plan in place and implemented
• Conduct and oversee quality controls and inspections (including sub-contractors where applicable)
• Manage the maintenance / project process flow and activities that has a direct/indirect impact on the outcome and success of contract
• Implement of best practice obtained from other businesses within the Group or external (includes policy alignment)
• Oversee and audit operational processes and procedures to ensure the best effect and manage changes where required;
• Develop & Oversee the operational Quality Assurance Plan and Operations manual for the Division;
• Enforce the strict sign-off procedure for operational integrity is executing between Sales and operations, at the beginning and end of Projects;
• Liaise with other key functional areas such as Sales, Finance, Logistics and Procurement in order to ensure optimum technology delivery is achieved;
• Monitor and control work flow in branches and Project teams
• Monitor KPI output on performance of the National Control Centre
• Measure and monitor adherence to project deadlines and deliverables
• Ensure effective and efficient employee management
• Employee turnover analysis, proper allocation of employees to work flow and job requirements
• Set and agree objectives and performance standards with management team and ensure cascading through the organization as appropriate
• Monitor performance and provide feedback
• Cost effective utilization of billable hours
• Employees’ training needs are identified and have good attendance of scheduled training interventions
• Develop a high performing team with a mix of technical expertise and operational awareness.
• Maintain good employee motivation levels
• Ensure that performance assessments of all employees are conducted, and corrective action implemented where necessary
• Ensure that all employees, as required by G4S’s code of conduct and disciplinary code, maintain acceptable standards of behaviour at work
• Ensure all disciplinary actions are conducted in compliance with Company policies and procedures
• Succession Planning in place, updated and practiced
• Hold management team meetings
• Accurately and frequently communicate with employees in department
• Ensure maximum participation in Employee survey and action planning
• Ensure the Health and Safety of employees and customers
• Demonstrate visible leadership in Health & Safety to attain the goal of zero harm

The Ideal Candidate

Knowledge and Qualifications

• Degree in Business Management or Operations Management
  • Finance related subjects compulsory
  • Service Delivery subjects compulsory
  • Post graduate degrees are advantageous
• East Africa market (preference given to Kenya market experience)
• Kenya legislation
• Technology (ESS) products and services
• Risk Assessments
• Minimum of 12 years’ experience in Operations Management
  • Security Industry advantageous
• Minimum of 6 years’ experience at Senior Management level

Technical Skills

• Financial Acumen
• Conflict Management
• Negotiation
• Bidding and Tendering
• Microsoft Word – Intermediate level
• Microsoft Excel – Intermediate level (Advance level are advantageous)
• Microsoft PowerPoint – Basic level
• ERP system(s)
• Google suite of products

Behavioural Skills - Leadership

• Shaping the market environment
• Setting strategic direction
• Creating change and innovation
• Engaging and inspiring people
• Driving superior performance
• Simplifying the complex