Shift/ Site Security Operations Manager

LEVEL FOUR
Position Title: Site/Shift Security Operations Manager

 

The Site/Shift Security Operations Manager?s primary responsibility will be to provide operational support to the client within a very progressive and highly technological environment.  Ensures that security services that are rendered achieve desired results to include meeting and exceeding client-driven expectations. 

 

The Site/Shift Security Manager will typically report directly to the Area Security Operations Manager, providing administrative and operational support for the assigned site, along with the primary objective of ensuring a coordinated and effective response to service calls, events, and loss prevention efforts.  Must work closely with client business owners on and off-site to ensure security processes and procedures are tailored to meet the customer needs and comply with client's security policies, standards, and guidelines.  Must also ensure that the Area Security Operations Manager is kept informed of operational, administrative, support and personnel issues.

 

This position requires excellent leadership, management and problem solving skills along with the ability to coach, motivate, mentor, evaluate and empower shift leads and security and support services staff. The Site/Shift Security Operations Manager will also be required to have excellent communication and customer service skills along with a solid understanding of security and loss prevention principles, procedures and techniques. Solid computer skills with literacy in Microsoft Office are also required.

 

Duties: General duties may include but are not limited to:

 

People Metrics

1.  The primary responsibility is to strive to provide exceptional service and ensure the customer?s success based on mutual trust, respect, and a constant commitment to excellence.

2.  Projects a positive, polished, professional image and consistently demonstrates diplomacy and tact in daily interactions with client, customers and co-workers; maintains composure in handling or diffusing difficult situations.

3.  Creates an environment and communicates in a manner that builds teamwork and promotes an effective exchange of information among team members.

4.  Provides oversight and leadership to security and support services staff positions to include hiring, scheduling, training, and certifying. 

5.  Integrates mission and values into organizational goals and objectives along with clearly defining and communicating standards and expectations to security and support services members.

6.  Coaches, mentors, motivates and recognizes employee and team accomplishments. Provides support, guidance, and the resources necessary to encourage and create opportunity for security and support services member?s professional growth and development ensuring continual performance improvement.  Conducts performance reviews and provides consistent and frequent feedback to personnel.

7.  Communicates effectively both verbally and in writing along with maintaining positive interpersonal relations with client management, client employees, contract employees, vendors, and supplier staff.

 

Service Metrics

1.  Requests for services are handled in a professional, courteous, and impartial manner, and promote an atmosphere of exceptional service. 

2.  Is responsible for the timely and effective response of security personnel to emergencies, and other security-related incidents. 

3.  Responds to emergency situation in timely manner and all efforts will be made to ensure the most positive outcome possible.

4.  Is alert to high risk/high loss areas, equipment, and confidential information.  Is proactive and supports loss prevention efforts.  Conveys a sense of security awareness and priorities to all security personnel.

5.  Takes the initiative to systematically resolve issues and problems that affect the client or security and support services personnel.  Engenders confidence with the customer, security and support personnel that issues will be addressed decisively and effectively.

6.  Personally monitors training efforts and ensures training matches client requirements and results in a consistent level of job performance.  Provides clear and effective guidance for the development of training and certification programs and ensures training records are kept and up-to-date.

7.  Oversees the maintenance and updating of post orders assuring synchronization with security operations center processes and client customer requirements. Develops the implementation of security processes and procedures to ensure services delivered comply with current client policy, standards and guidelines and consistently meet or exceed customer expectations.

8.  Ensures all security and support services posts are covered and shift managers maintain appropriate schedules for each post and open posts do not occur.

9.  Coordinates and interfaces with internal and external client customers, suppliers and visitors to accomplish routine and special security tasks and to ensure synchronization of systems and processes to meet customer needs and requests.

10. Ensures company or client owned vehicles, radios, keys, and other equipment are maintained in a safe and operable condition.  Institutes control measures to prevent loss of keys and equipment.

11. Provides feedback on operating processes, security and support services processes and procedures to ensure continuous improvement.  Ensures that operational procedures and post orders are developed, reviewed, and updated on regular basis.

12. Identifies opportunities and implements methods to improve performance and actively participates in performance improvement efforts.

13. Provides monthly and other periodic reports as needed by the customer to manage the security and support services programs.

14. Assures that incident reports, daily activity reports, and other required forms/documents are properly completed and submitted in an orderly and timely manner.  Monitors reports and documents for quality and takes corrective action when required.

15. Personally walks the security site; posts, patrols, etc. at varying times and shifts to interact with staff.

16. Participates in professional development courses and strives to improve job knowledge and skills.

 

Minimum Qualifications:

 

Experience/Education

1.  Undergraduate degree preferred.

2.  Relevant courses or training seminars.

3.  Three to four years? supervisory experience in comparable levels of security, law enforcement, human resources or related field, preferably in a high tech industrial environment.

4.  Related experience developing, implementing and enforcing personnel policies and procedures; evaluating employees and conducting performance reviews; analyzing security program problems, identifying alternatives and recommending and implementing solutions; performing investigations incidental to security activities; training others in security procedures, completing investigative reports; making oral presentations.

 

Skills Required

1.  Customer service oriented.

2.  Strong interpersonal, writing and presentation skills including the ability to communicate with all levels of management and audiences with diverse backgrounds and educational levels.

3.  Proven people, supervisory and leadership skills including a basic knowledge of employment law, human resource theory and concepts. Training or experience in effective team building, delegation and individual empowerment.

4.  Able to evaluate employee performance and properly document information pertaining to personnel issues and other activities relating to the security function on and off site.

5.  Tactful and diplomatic with the ability to perform duties and multiple tasks efficiently and effectively while under pressure specifically in emergency situations.

6.  Strong computer literacy in MS Office including Word, Excel, PowerPoint and Access.

7.  Positive, team-oriented, with an interest in growth and personal improvement.

8.  Self-motivated and able to manage multiple tasks and group projects.

9.  Detail oriented with problem solving, investigative, and performance improvement skills.

10. Valid driver?s license and meet standards for operating a company vehicle.