Close Protection Operations Manager (North)

Responsibility for the operational performance of the allocated business in relation to overall targets set. Control over the contract base, encompassing the management of the financial performance and service delivery of contracts. Maintain control and utilisation of labour and other resources through effective management teams.

Main Duties

• Ensure there is a Customer Relationship Map in place, identifying key stakeholders to support effective working relationships to enhance service delivery and mitigate risk and threat across the contracts.
• Monitor service delivery levels, influencing, directing and working with Operations Managers to ensure the required standards of service are achieved and contracts are retained.
• Review through the Operations Managers their Portfolio KPI's, identifying areas of opportunity and/or risk, and working with Operations Manager to develop action plans to address any areas of underperformance.
• Ensure contracts are mobilised, demobilised and remobilised to agreed timeframe and to the highest standards.

Our People

• Implement a People Strategy to include: Recruitment Strategy ensuring that the department is operating with sufficient resource to deliver the core and adhoc requirements.
• Succession Plan to support resilience.
• Development and Training Plan for the Close Protection Officers and Operations Managers, identifying mandatory training for each role and ensure compliance with group training requirements.
• National awards – nominate staff to recognise their contribution to the business and industry.
• MiVoice – ensure that the annual staff survey has participation rates in line with company expectations and that action plans are created and completed after.
• Staff Retention – Monitor labour turnover, absenteeism and performance standards to maximise employee retention.

Compliance and Assurance

• Carry out monthly 1:1s with direct reports to review the performance indicators across their portfolio and ensure they are in line with the targets set.
• Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/Training.
• Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes.
• Ensure the Operations Managers have comprehensive knowledge of the Business Management System.
• Ensure that all staff comply with Statutory, Legislative and Company requirements.
• Conduct post-deployment reviews to identify areas for improvement.

Finance

• Take commercial accountability and responsibility across the contracts.
• Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
• Review all financial spend to ensure that contracts are operating at the anticipated margins.
• Support the preparation of the annual budget for the forthcoming year and lead the way on annual inflationary/legislative increases.
• Be the custodian of the costing models ensuring that Finance have access to the latest version.
• Ensure that all WCNI and Debt is kept to a minimum and support the finance teams in the generation of billing and collection of monies due.

Continuous Improvement

• Look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Clients and the Company.
• Continually review clients needs to identify additional opportunities for business.
• Be aware of business developments and opportunities within the Region, as well as the wider commercial environment including competitor activity.
• Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.

Qualifications

• Must have Close Protection SIA Licence.
• Previous experience of working in a fast‑paced Close Protection operational environment.
• Previous experience of managing multi stakeholders.
• Previous experience of overseeing and leading operational teams.
• Be able to work on own initiative and take personal responsibility and ownership for all actions.
• Be able to demonstrate excellent people management experience including having a sound knowledge of HR processes.
• Demonstrate great customer service skills to engage with a range of stakeholders.
• Excellent verbal and written communication skills.
• Demonstrate attention to detail.
• Demonstrate effective leadership and team building skills.
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required.
• Excellent report writing, investigative and analytical skills with attention to detail.
• Excellent organisation and time management skills.
• Proven track record working towards KPI's and SLA's.

Benefits

• Virtual GP available for you and members of your household.
• Financial wellbeing assistance through Salary Finance scheme, allowing access to part of earned pay before payday.
• Flexible lifestyle benefits platform – choose up to five extra days holiday each year, critical illness insurance, dental treatment and technology products at affordable cost.
• High street discounts through MiDeals platform.
• Cycle‑to‑work scheme.
• Life cover up to four times salary.
• Enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan.
• Mitie Stars recognition for employee performance, with cash prizes and a chance to win £10,000.

Inclusion

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know.