Duty Manager HBS

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Purpose of the role
To manage the security operation, both Landside and Airside, by leading the Security team to deliver a safe and efficient operation that meets all required service standards and operates in line with regulations and standard operating procedures. The post holder will have overall responsibility for the on-day performance, ensuring company ethos & standards, airport brand and department policies, are maintained. You will ensure regular updates are received regarding performance from our Security Team. You will work in partnership with all Managers and Airport Business Partners.
Principal responsibilities
1 – Performance
Managing the Security team performance in line with the business strategy, continuously aiming to raise team productivity and deliver improvement by:

Driving individual and team development through performance management in line with policies and procedures.

Highlighting and mitigating barriers to performance.

Preparing and conducting Appraisals and setting Key Performance Indicators in line with the company policy.

Following the company Quality Assurance manual to ensure the process of ‘plan, do, check, act’ is followed.

Lead employee engagement within the security teams. Being visible and accessible to the teams to ensure great communication with all team members.

Responsible for overseeing monthly rostering plans matching them with pre-set budgets.
2 – Customer Service
Proactively deliver a consistent and high standard of customer service, identifying opportunities to improve working practises, by;

Managing and progressing customer complaints, identifying service recovery procedures.

Ensuring all customer communications are consistent with Company policy, and responses are delivered within set timeframes.

Providing day-to-day operational support and additional management support during peaks.

Attend customer meetings when required and provide feedback to line management.

3 – Management of Exceptional Events

Contribute to planning for Business recovery (referring to business continuity plans).

Implement the ICTS Business Continuity Plan when needed.

Conducting investigations in a timely manner and preparing reports for all exceptional incidents relating to the department.

Ensuring all employees are trained and confident in dealing with exceptional incidents.

4 – Any other duties

Participating in projects and working groups and carrying out any other duties that may be outside the standard remit for the purpose of personal development, or as may be reasonably required by the company.

Complying with all legal and statutory obligations applicable to this role, and ensuring that all activities required by the safety, security, environmental and sustainable development management systems are delivered throughout the areas of responsibility of this role.

Lead a safety-first culture and approach with the team. As well as cooperating with the Head of Safety and Compliance to ensure all Health and Safety requirements are monitored, audited and recorded and records are kept on relevant databases.

Oversee the opening of the HBS operation ensuring we are on screening levels across T3 and T2.

Conduct briefings with supervisors to ensure operational readiness.

Monitor security team performance and adherence to protocols.

Track operational efficiency, including Key Performance Indicators (KPIs) and Que Images.

Ensure compliance with company policies, industry regulations, and legal requirements.

Develop, implement, and review contingency plans for security operations.

Identify, escalate, and address operational incidents and critical security issues.

Attend escalations (Level 5) and provide resolution strategies.

Ensure adequate staffing levels and resource allocation to meet operational demands.

Conduct routine site visits and random inspections to assess security effectiveness.

Accurately report all incidents, accidents, and security breaches to the appropriate authorities.

Oversee workplace health and safety measures for security personnel and clients.

Monitor staff welfare and address any concerns related to their well-being.

Ensure strict adherence to uniform and professional appearance standards.

Maintain attendance records and track punctuality.

Manage absenteeism and lateness through appropriate disciplinary measures.

Conduct thorough investigations into security incidents, misconduct, and breaches.

Address grievances and ensure fair resolution of employee concerns.

Track and facilitate ongoing security training and professional development.

Conduct regular risk assessments and implement mitigation strategies.

Manage and oversee the maintenance of security equipment and assets.

Evaluate team performance through regular appraisals and feedback sessions.

Manage operational budgets and ensure cost efficiency in security operations.

Proactively identify, assess, and mitigate potential security threats.

Address client and stakeholder security concerns with professionalism and efficiency.
This list is not exhaustive, and the business demands may require other additional duties which will be requested through your line manager.
Required Competencies

Leadership –whilst managing day to day operations, leads by example, motivates others, makes decisions, initiates action, takes responsibility.

Communication and influencing – establishes communication channels, actively listens, clarifies, gives/seeks feedback, clear and concise, persuasive/negotiates with others

People Management – fosters team/individual performance, achieves results, sets targets and reviews against them, leads, motivates and empowers others, deals with issues, coaches and encourages others

Task focussed as well as people centred

Ability to work openly and collaboratively at all levels with multiple stakeholders

Organisational skills – plans well in advance, sets clear objectives, manages time/delegates, reviews progress against plan, ensures sufficient resources, reviews budgets and encourages improvements,

Results orientation – satisfies internal/external customers, effective performance management, addresses cross functional issues and technical issues, knowledge of systems and processes

Interpersonal skills – builds positive relationships, demonstrates emotionally stability, confident in own ability, approachable to all staff, shows respect and tolerance

Values – lives and endorses the company values

Working according to budgets and manpower requirements supplying daily weekly and monthly reports to line
management.

Person Specification:
Essential:

Previous management experience at a senior level with proven track record of delivery.

Experience of managing multiple tasks within a pressured environment.

Enthusiastic and committed approach with a track record of building strong, trusted base relationships with colleagues and stakeholders at all levels

Sound judgement and decision-making skills, with a ‘hands on’, problem solving approach, able to remain calm under pressure and take control of incidents.

Excellent IT skills with a working knowledge of the range of MS Office packages.

Understanding of budgets and manpower distribution according to set requirements.

Flexibility to cover 24hrs Operations
Desirable:

Experience of working within a security environment

Experience of managing Control Room functions.

Full clean driving licence.

CMI level 3, equivalent and above.

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