Reporting to the Contract Manager the Operations Manager will be responsible for managing the performance of the services provided to their clients within the defined portfolio as defined by the Contract Manager.
Key Responsibilities
Customer Management:
Maintain an exceptional working relationship with all clients, as required, to ensure an effective delivery of service.
Delivery of client KPI meetings to the individually agreed frequency, providing an agenda in advance and full meeting minutes within three working days, all validated through the KPI Management Process in OMS.
Resolution of any complaints or service issues identified, within a mutually agreed timescale and Corrective Action Plan. All complaints should be registered and resolved through the KPI Management process.
Report accurate and detailed gains and losses through the Business Review cycle.
Identify innovation and best practice improvement opportunities across the portfolio.
Maintain relevant and up to date client information on G4S systems, including data required for correct completion of Assignment Details and Exceptions report.
Employee Management:
Maintain correct manning levels on all sites to ensure that both contractual and temporary work orders are satisfied to the customer’s expectation and within G4S budgetary guidelines.
Ensure that all scheduled duties are entered into the G4S payroll system in a timely fashion. This to include regular scheduling through Javelin.
Ensure that working hours of all employees are managed within individual contract specifications and also within WTD or any other legislative guidelines.
Ensure that all officers are suitably trained and have adequate site instruction to carry out the required duties.
Maintain and monitor all training for both Security Officers and Mobile Patrol Officers.
Maintain and monitor daily performance to ensure that behaviours and appearances exceed G4S expectations.
Where applicable, take appropriate corrective action to address performance and behavioural issues. Alternatively and where a more serious issue arises, conduct a full investigation and present the facts for decision makers to act accordingly.
Maintain relevant and up to date employee information on G4S systems, including data required for correct completion of Employee Details and Exceptions report.
Identify and nominate excellent performance through the Regional Champion recognition scheme.
Act as first line escalation to all incidents on both guarding and mobile patrol/key holder client sites.
Undertake new P&R client surveys and conduct key transfers as required.
Employee Welfare:
Achieve Company KPI targets by conducting monthly care visits and PPS for all officers.
Ensure all employees receive basic job training and client specific site training and that this is recorded.
Actively participate in and resolve, as appropriate, any officer issues.
Ensure that telecontact performance is managed and corrective action taken when applicable, to achieve company standards.
Assist, as required, the recruitment process by conducting second line interviews with potential recruits to ensure best fit within the work environment.
Ensure that the induction process of new employees runs smoothly.
Conduct leaver interviews and capture reasons for an employee leaving the business.
Ensure that all officers wear appropriate uniform and PPE and that re issue is managed within budgetary guidelines.
Company Procedure:
Maintain on-site training records for all officers.
Constantly review site work practice, seeking ongoing improvement and making recommendations for improvement to site Assignment Instructions.
Maintain a safe work environment and ensure that Health & Safety assessments are relevant and up to date, reporting any issues identified to the relevant Contract Manager.
Deliver a monthly business review in line with Company and Regional guidelines.
Business Growth and Sales Support:
Identify any competitor information through security officer visits and collate and report as appropriate.
You will just need to complete the following application form and one of our Recruiters will be in touch to discuss the next steps. Our recruitment and selection process will include an interview and screening to BS7858 standards.
Given the nature of the industry, we do need to ask some questions for security and compliance purposes, but don’t worry - you will only need to complete them once.
In 2021, G4S, a London-based global security company, was acquired by Allied Universal®, a leading security and facility services company that provides proactive security services and cutting-edge smart technology to deliver tailored, integrated security solutions. This acquisition expanded Allied Universal’s footprint and infrastructure on a global and local level. Through a global workforce of approximately 800,000 people*, we leverage best practices in communities all over the world. With revenue of approximately $20 billion, we have the resources to deploy efficient processes and systems to help deliver our promise locally: keeping people safe so our communities can thrive. In Europe, we have an extensive network of offices and more than 46,500 employees to support our local communities and customers. We believe there is no greater purpose than serving and safeguarding customers, communities and people in today’s world. Allied Universal is There for you™. For more information, please visit www.g4s.com or www.aus.com.
*Total workforce includes employees and subcontractors
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