Highcross - Security Operations Manager in Leicester

Reporting into the Security Manager, the Security Operations Manager (SOM) is responsible for day to day operational delivery of security to the centre. This includes emergency planning, line management responsibility for operational team leaders and control room supervisors, staff training and third party agency contract management. The SOM is a key component in translating strategic objectives into operational delivery and will be responsible for embedding a customer driven culture into a professional security team.

Key Responsibilities

• Providing security knowledge and management support for the centre, driving continuous improvement and ensuring legal compliance with all relevant legislation.
• Implementing policy and safe procedures and developing and maintaining compliance documentation.
• Reviewing and processing incidents and conducting investigations into incidents and staff conduct.
• Monitoring the safety and security of all property, centre’s customers, employees and their personal property.
• Reflecting best practice and ensuring the policies within are routinely reviewed and updated.
• Liaising with regulatory authorities and professional bodies on data protection, security and emergency planning, compliance and investigatory issues.
• Ensuring compliance audits are completed, reported and actions closed within an acceptable timescale.
• Developing and delivering service models in line with strategic organisational and centre objectives.
• Ensuring exemplary standards of customer service are always provided to customers.
• Taking a proactive approach to continuous improvement and innovation in all aspects of the job.
• Carrying out the role of Senior Duty Manager (SDM).

Principle Accountabilities

• Ensuring compliance with relevant legislation, Standard Operating Procedures (SOPs) and Assignment Instructions (AIs).
• Supporting internal audits to demonstrate compliance with the wider business.
• Monitoring the control room operations and supporting compliance with data protection and GDPR requirements.
• Supporting business continuity and disaster recovery requirements.
• Supporting continuous professional development of staff by implementing tailored training bespoke to role.
• Ensuring that training records are held and updated as required.
• Attending regular meetings with the management team aligning performance with business objectives, strategic plans, service delivery and commercial performance.
• Development of innovation and best practice standards across all operational aspects of service delivery.
• Delivering the rota ensuring correct manning levels are maintained at all times.
• Maintaining staff attendance records in line with company procedures.
• Maintaining standards of performance, discipline and welfare for the team in accordance with company policies.
• Managing third party agency contracts and ensuring that agency staff are supported and developed to provide consistency of service delivery.

Skills, Knowledge and Experience

• Management experience of driving strategic objectives within an operational environment.
• Experience of emergency planning, event planning and the management of large footfall deployments.
• Experience of managing rotas and duty planners to maintain service provision.
• Knowledge and experience of data protection legislation.
• Security and safety management skills gained from working within a busy, demanding, pressurised and high-profile customer service environment or similar.
• A high energy professional capable of influencing at all levels, developing excellent relationship management skills with internal and external partnerships.
• A flexible individual with an ability to work well with others, make clear decisions and continue to deliver results under pressure.
• Experience of carrying out internal staff investigations and making recommendations to senior leaders.
• Demonstrate excellent skills in organisational ability, oral and written communication, report, document writing and presentations to senior management teams and to the workforce.
• Ability to manage and prioritise own and centre specific work to meet targets and deadlines.
• Financially astute with strong commercial focus applied within a large organisation.
• Good knowledge of IT systems.
• Experience of training, coaching and developing staff, including supervisors.
• Experience managing at a similar level within the retail security sector.
• Excellent written and verbal communication skills.
• Excellent leadership and motivational skills.
• Capability to work unsupervised and take responsibility.
• Experience of security within the retail sector.
• Aptitude to remain calm under pressure.
• Ability to communicate across all levels with a sound understanding of diversity in the workplace.

Working Hours - Monday to Friday 0830 - 1730 includes Management Duty Rota with Bank Holiday, Weekend, and late shifts where required to meet the needs of the business. This is an on-site role.