Operations Manager – Business Growth & Security

About the role

The Operations Manager will lead the expansion and efficiency of iHR Consulting's security services in Nairobi. Reporting to senior leadership, you will oversee multiple divisions, ensure client satisfaction, and drive strategic growth.

Key responsibilities

• Drive business growth and client retention through proactive sales and relationship management.
• Design, implement and regularly review operational policies, procedures and SOPs to maintain compliance and efficiency.
• Provide strategic direction and supervision to branch managers, aligning regional activities with corporate goals.
• Act as the primary escalation point for client issues, ensuring resolution within 12 hours and thorough incident investigations.
• Evaluate operational structures and recommend data‑driven changes to improve workflow and productivity.
• Manage the Operations Department’s administrative functions, establishing cost‑effective systems and robust budgetary controls.
• Conduct regular performance evaluations, mentor staff and apply corrective actions when needed.
• Oversee specialised units such as the Training School, Technical Department and Canine Section, ensuring compliance with policies and standards.

Required profile

• Minimum 7 years of progressive experience in private security, preferably in senior management.
• Bachelor’s degree in Security Management, Business Development or a related field.
• Prior experience as a Major, Captain in the military or with a GSU is an advantage.

Required skills