Operations Manager - Luxury Environment

CIS Security have an exciting opportunity for an Operations Manager who must be determined, resilient, and able to adapt to different challenges in a fast-paced environment. This position requires strong management and relationship-building skills, exceptional customer service standards, and the ability to lead, motivate, and develop high-performing security teams, while maintaining the discreet, resident-focused security culture expected of a super-prime residential environment.

This site is a landmark Grade II* listed mixed-use development in the heart of Bayswater, comprising luxury residential apartments, Six Senses London hotel, premium retail, Everyman Cinema, Third Space gym, and a 128-space basement car park. The estate is home to ultra-high-net-worth residents and international guests who expect an exceptional, discreet, and service-led security presence at all times.

Information:

• Location: London (W2)
• Salary: £55,000 per annum
• Hours: 50 hours per week
• Shifts: Monday to Friday

Job Requirements:

• SIA Licence required
• Minimum 3 years' Security Management experience within super-prime residential, luxury hospitality, or high-security commercial estates
• Strong leadership and people-management skills
• Experience managing complex, high-profile environments
• Ability to build strong relationships with clients, residents, and stakeholders
• Confident managing new-build mobilisation, procedures, and operational rollouts
• Excellent Written and IT skills, Timegate Experience an advantage
• Strong IT literacy, including security systems and Microsoft Office
• Calm, decisive, and professional under pressure
• Smart, professional appearance and high personal standards
• Reliable, responsible, and able to undertake all duties required

Characteristics:

• Quality Standards - Personal Presentation and High Standards of business
• Team orientated - You will be joining the CIS Family
• Hands On - This is not a desk job; you will be with your teams most of the week
• Accountable - You will take responsibility and grow from this
• Modesty - We do not have Ego's at CIS
• Trustworthy - You will be responsible for our Teams and customers properties
• Responsive - We always respond to our colleagues' and customers efficiently
• Ambitious - An eye for business development and creating your own destiny
• Hard Work - We like working smarter and harder

Job Responsibilities:

• Oversee the daily operational delivery of the security contract, ensuring all services meet customer expectations and contractual obligations
• Lead, support, and motivate the on-site security team, ensuring a consistent, professional, and service-focused presence across the estate
• Manage front-of-house, public realm, control room, and building officers, ensuring high standards of conduct, presentation, and performance
• Oversee the security control room and ensure effective use of systems including Genetec, MyTAG, Traka, SALTO, and other site platforms
• Maintain strong knowledge of life safety systems and lead responses to emergencies
• Ensure all officers receive ongoing training, refresher sessions, and competency assessments
• Develop, update, and implement SOPs, Assignment Instructions, and operational procedures
• Act as the primary operational link between CIS, the client, property management, and key stakeholders
• Ensure adequate staffing levels, correct deployment, and effective rota management
• Conduct regular site inspections, audits, and health & safety checks, escalating issues where required
• Manage incidents professionally, ensuring accurate reporting and timely communication
• Support recruitment, onboarding, training, and development of security personnel
• Conduct performance reviews, appraisals, and address disciplinary matters in line with company policy
• Monitor absence levels and support strategies to reduce turnover
• Maintain high reporting standards and provide accurate operational updates
• Attend KPI and management meetings, providing updates and insights
• Administer operational documentation, payroll oversight, and contract records
• Drive innovation, continuous improvement, and service excellence across the contract
• Participate in the senior management on-call rota
• Act as Head of Security in their absence

Benefits:

• Health care plan (HSF)
• Perk Box (HSF) - discounts & offers from cinema tickets to days out
• Cycle to work scheme
• Tailored Site Uniform
• First class training allowing you to develop your skills
• A view for career development
• Long service & Employee Recognition awards
• And much more!!

A globally recognised Security Solutions Specialist delivering service excellence, to our Customers, Colleagues, and Communities. CIS is an independently owned business providing professional security solutions across the UK and Ireland. Our people are at the heart of everything we do. They have a sense of belonging and togetherness that manifests itself in operational excellence and world-class customer service. CIS Security is a multi-award-winning company, recently being awarded World's Happiest Workplace in 2025.

At CIS Security Ltd, we do not just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our Customers, Colleagues, and Communities. CIS Security Ltd is proud to be an equal opportunity employer and value diversity. We welcome applications from all sections of the community. All employment decisions are based on qualifications, quality, and business needs. Due to the volume of applications, if we have not contacted you within three weeks of initial contact then unfortunately you have not been successful on this occasion.