Close Protection Operations Manager (North)

Job Overview

• 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, and 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 was 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

• To 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.
• To 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.