Regional Ops Centre (ROC) Manager

Responsibilities

• Provide management support, guidance and basic disciplinary to the Regional Operations Centre (ROC) and the Security Control Room (SCR) on a shift by shift basis 24/7.
• Responsible for the coordination of the ROC/SCR's security systems, physical security and audits for compliance.
• Oversee the proactive management/monitoring of all security systems and ensure immediate/effective response in order to mitigate risk and impact to the business.
• Respond to emergency situations/incidents as per current Corporate Security and Non-Financial Risk Management (NFRM) Key Operating Procedures (KOPs).
• Work in conjunction with Corporate Security Systems to identify and address any issues arising from alarm analysis.
• Manage, coordinate and escalate emergency calls and incidents relating to security/life safety as per Assignment Instructions (A.Is) and KOPs.
• Oversee and ensure correct and timely implementation of the agreed ROC/SCR KOP's.
• Regular liaison with local law enforcement contacts and other external banks/stakeholders.
• Effectively support Deutsche Bank Crisis Management procedures and processes.
• Effective and timely reporting/escalation of information regarding potential threats to Deutsche Bank from internal and external sources.
• Manage and oversee all executive emergency response in conjunction with external monitoring companies.
• Compliance with all Data Protection requirements in matters relating to investigation records, databases and CCTV records.
• Ensure all ROC/SCR communication is maintained to the service level expected by the client, addressing and managing any apparent drop.
• Attend the weekly Sister Bank Conference call and produce comprehensive report detailing content to the Client and Senior Management.
• Oversee and ensure all ROCO checks, roles and tasks set are carried out as per KOPs and A.Is.
• Produce analysis and reports as required by the Operations Manager and/or the client.
• Implement, conduct and record weekly desktop scenario exercises and KOP familiarisation sessions, making recommendations for change if necessary.
• Manage succession training for all ROC/SCR personnel to ensure robust resilience in the event of absence.
• Ensuring that adequate and effective staffing levels are maintained across the ROC/SCR personnel, reporting where necessary, any shortfall or potential areas of weakness to the Operations Manager.
• Carry out staff performance appraisals bi-annually in line with both Mitie and Security Industry requirements.
• Attend the weekly Operations meeting and brief all ROC teams of relevant points/forthcoming events raised afterwards.
• Carry out and document bi-monthly welfare visits for all ROC/SCR personnel under your responsibility.
• Maintain written communication in accordance with A.Is.
• Escalate and report any/all security breaches in accordance with A.Is.
• Adhere to the Equal Opportunities/Health and Safety policies on behalf of both Mitie and the client.
• Establish and maintain timely and effective communication between all management levels during incidents, accident and emergency situations.
• Maintain full understanding of KOPs to effectively manage incidents relating to crisis management, fire, travel, business continuity, executives or medical issues.
• Remain vigilant at all times to safeguard the security of all personnel and assets within each DB premises.
• Deal with the client and the clients staff in a professional, effective and customer engaging manner.
• At all times ensure that the building(s) under your care are well presented, clean and tidy, in good repair and condition by way of reporting maintenance issues as required.
• Respond to emergency situations and assist with emergency building evacuations when necessary.
• Ensure that the log books for each building(s) under your care are present, completed and up to date by way of daily checks/post visits and sign each book to confirm this.
• Maintain clear, concise radio and telephone communication to colleagues and Mitie management at all times.
• Provide first aid if required when responding to an emergency medical situation.
• Remain alert to local/regional events which could potentially impact business operations.
• Remain pro-active in your approach to the role and elevate any concerns you may have to Mitie management.
• Report immediately any/all equipment faults to the relevant vendor, providing correct details and in a timely manner.
• Contract support and HR support - disciplinaries, investigations, HR and performance management, note taking, shift/rota and holiday management.
• Any other duty deemed relevant by contract management.
• The responsibilities listed are not exhaustive. The Regional Operations Centre Manager position requires a flexible approach to responsibilities in order to meet the fluctuating demands of the client.

Skills/Experience Requirements

• Must develop good working knowledge of the Deutsche Bank London estate and all Deutsche Bank buildings throughout the UK.
• Good working knowledge of the corporate business environment.
• Strong networking skills.
• Good understanding of security risk management.
• Excellent written/oral communication skills.
• Well developed interpersonal skills.
• Strong motivation and understanding of management techniques.
• Able to contribute enthusiastically and co-operatively in a management team.
• Possess a logical approach to work and ability to deliver under pressure with a pro-active approach.
• Maintain a good working knowledge of the Incident Management Process.
• Good working knowledge of all Deutsche Bank security systems (Access control, CCTV etc.).

Authority

• Recommend changes to existing instructions in order to maintain the Security and Safety of the Clients property, premises or staff.
• Suggest changes to the installed equipment based on an end user perspective in order to effect the smooth operation of the business function.

Nil Authority

• To permanently alter any section of the assignment instructions without the consent of Mitie management and or the Client.
• To alter or attempt to alter any records, reports or databases maintained by the installed equipment.
• To obtain goods or services amounting to capital expenditure without the consent of Mitie management and or the Client.

Role Progression

• Comprehensive knowledge of the Deutsche Bank estate (London and outer London) as well as regional locations.
• Good knowledge of current HR policies.
• Basic knowledge of business/finance with the ability to manage and track expenditure effectively.
• Extensive experience in the manned guarding sector.
• Ability to attend high level contract meetings to discuss the expectations of the client.
• Excellent knowledge of all process and policies associated with the Deutsche Bank contract.