Area Operations Manager - (Nairobi) at GardaWorld

Job Summary:

• The Area Manager is responsible for leading and coordinating a strong operations team that meets contractual obligations and client satisfaction in line with the company policy. The position will foster team unity and motivation while working towards business retention, new business development and Client Satisfaction through effective and regular client liaison, contract KPI adherence and incident investigations management. The area manager’s focus is on driving service quality in their area. This role requires strong leadership, problem-solving skills, and the ability to effectively manage a team of security personnel. The Area Manager plays a critical role in ensuring the delivery of high-quality security services, maintaining client satisfaction, and driving operational excellence.

Key Responsibilities

• Operational Management: Oversee the day-to-day operations within the designated area, ensuring adherence to company policies, procedures, and industry standards. Monitor the performance of security personnel, ensuring customer service excellence, and taking corrective actions as needed. Manage area operations ensuring that field operations are carried out professionally and in accordance with the policy so as to uphold standards that will ensure acceptable service level above the contractual obligations
• Team Leadership: Provide leadership and guidance to the area operations team primarily with the Area Coordinator and Branch Administrator, supervisors and officers, fostering a positive work environment and promoting professional development. Set clear expectations, conduct regular performance evaluations, and provide coaching and mentoring when necessary.
• Client Relationship Management: Establish and maintain strong relationships with clients, acting as the main point of contact for operational matters. Conduct regular meetings to understand their security needs, address concerns, and ensure client satisfaction. Collaborate with the sales team to identify opportunities for upselling or expanding services. The primary document that the manager will utilise will be the Client Visit Form. It is to be completed daily as per the country Head of Security Operations KPIs, all identified corrective actions are to be tracked to conclusion with regular feedback to the client, Head of Guarding, supervisors and site security officers.
• Training and Development: Coordinate and facilitate training programs for security personnel, ensuring that they possess the necessary skills and knowledge to perform their duties effectively. Stay updated on industry trends and best practices, implementing continuous improvement initiatives to enhance operational efficiency and effectiveness. Where required, deliver appropriate courses in support of the training department.
• Resource Management: Optimize resource allocation, including personnel, equipment, and technology, to meet operational demands. Collaborate with the logistics department to ensure timely deployment of security personnel and necessary equipment to client sites. Only deploy security officers who meet the requisite criteria and to properly select, in concert with the Area Coordinator, appropriate security personnel for the assignment. Oversee, guide and plan on a daily basis, and on the Friday for all weekend activity, all deployments in their area of operation.
• Quality Assurance: Develop and implement company dictated quality assurance measures to assess the performance of security personnel and adherence to company standards. Conduct regular site inspections, audits, and incident reviews to identify areas for improvement and ensure compliance with contractual obligations and regulatory requirements. Carry out client meeting frequency as follows: Tier 1, monthly; Tier 2, quarterly; Tier 3, every 6 months (can be done over the phone). C onduct Security surveys, audits and risk assessments of clients’ premises as required in the policy document so as to close the gaps that might expose the company to liabilities and the client negatively. Up-sale on existing business;
• Cost Management: Assist in developing and managing the area's operational budget. Monitor expenses, control costs, and identify opportunities for cost-saving measures without compromising service quality. Focus is to be on labour management and workforce utilisation; this will be done primarily using the company rostering system. The Area Manager is fully responsible for all workforce management costs in their area and is to ensure that the area remains optimally manned, with adequate standbys and to effectively police the non-deployed personnel. Manage the allocated resources ensuring that there is optimum usage of all the company recourses at his disposal and due care is taken to avoid unnecessary cost. Recommend effective service withdrawal where necessary;
• Emergency Response and Crisis Management: Collaborate with the emergency response team and local authorities to develop and implement emergency response plans. Ensure that security personnel are trained and prepared to handle various emergency situations effectively. Take direction from GW management in the event of any incident as per the GW Business Continuity Plan.
• Plan, coordinate and monitor Administrative activities for Operations department through effective management and supervision of the branch uniformed staffs and associated support functions e.g. MRTs, K9 and technical that fall under his/her area of jurisdiction;
• Lead in incidents investigations and update the relevant teams on the progress as necessary;
• Instil and acceptable level of discipline among operations staff to meet company standards. Handle all the branch disciplinary cases in consultation with HR and have them dispensed off with, in a timely manner;
• Monitor and enhance provision of quality security service to subscribing clients i.e. Manned Guarding, security Dogs, alarm response, CCTV and equipment sale, access control, vehicle tracking system etc;
• Monitor communication from the field on security related incidents, giving feedback and maintenance of data for analysis to give trends;
• Develop and submit branch management and operations performance reports in a timely manner and,
• Adhere to and meet all company set management and standards KPIs.

Role
Principal Outputs of this Role:

• Maintenance of high levels of operations quality and customer service
• Creation of a conducive working relationship within the local staff force, with clients within the branch and external partners.
• Effective management of costs and branch profitability
• Daily submission of the area deployment plan to the control room for implementation
• Daily review of the area OB for action
• Timely development and submission of area management reports
• Formulation, Monitoring and enforcement of work procedures
• Business process planning, information dissemination and process compliance
• Manpower management, placement and Effective management and supervision of uniformed staffs.

Accountability

• The Area Manager is accountable to the Head of Guarding, for the responsibilities as stated in the job description. These responsibilities will be monitored and managed through mid-year and annual performance reviews and supported through the monitoring of the KPIs failure to meet these KPIs as per the prescribed level of deliver may result in dismissal.

Competencies

• Good supervision skills and operational competence;
• Planning, coordination, work monitoring and problem resolution skills;
• Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers;
• Results oriented with excellent negotiation, interpersonal, communication and social skills;
• A forward planner with clear focus, ardent team player and able to work with remote supervision in a diverse environment;
• Good decision making skills with a sense of diplomacy, attention for detail and strong analytical ability;
• Business acumen, strategic thinker with ability to make sound decisions for the business
• Have good problem analysis and reporting skills;
• High moral standing with impeccable integrity; and
• Ability to grow, support and develop talent within the department

Qualifications
Qualifications & Experience:

• Bachelor's degree in a relevant field or equivalent experience; additional certifications in security management or related fields are a plus.
• Minimum five (5) years Operational experience as an Area Coordinator, Senior Controller, Project Manager or other relevant operations experience within a security organization;
• Proven experience in security operations management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Sound knowledge of security industry regulations, procedures, and best practices.
• Ability to analyze data, identify trends, and make informed decisions. Proficient in using technology, such as security management systems and incident reporting software.
• Demonstrated problem-solving and decision-making abilities.
• Familiarity with budget management and financial principles.
• Professional certification in security management and GW management Training Course.
• Computer literate and training in VHF Radio operation and Voice Procedure.
• Conversant with the country Labour Laws and by extension the constitution that govern other areas of the business.