Operations Manager

About the role

The Operations Manager will steer strategic growth and ensure operational excellence across multiple departments, including branch management, technical services, and specialized units. This senior leadership position reports directly to senior executives and focuses on delivering high-quality service and client satisfaction.

Key responsibilities

• Drive business growth and client retention through strategic initiatives and new-business development.
• Design, implement, and review operational policies, procedures and SOPs to maintain regulatory compliance and efficiency.
• Provide strategic direction and oversight to branch managers, aligning regional activities with corporate objectives.
• Serve as primary escalation point for client relations, ensuring concerns are addressed within 12 hours and incident investigations resolved within 24 hours.
• Evaluate and optimise operational structures using data-driven insights to improve workflow and productivity.
• Manage administrative functions, establishing cost-effective systems and robust budgetary controls.
• Conduct performance evaluations, mentor staff and implement corrective actions as needed.
• Supervise specialised divisions such as the Training School, Technical Department and Canine Section, ensuring compliance with policies and standards.

Required profile

• Minimum seven (7) years of progressive experience in the private security industry, including senior management roles.
• Bachelor’s degree in Security Management, Business Management or a related field.
• Previous service as a Major or Captain in the military or experience with GSU-SSP is an advantage.

Required skills