Duty Manager

Duty Manager

Duty Manager

Job brief

The main function of the DM is to oversee the day to day operational management of the security team in line with customer and contractual expectations while ensuring administrative data is accurate and updated.

The Duty Manager is required to manage the operational needs and requirements by providing strong visible leadership, demonstrating professionalism and integrity. The DM plans, coordinates and manages the dispatching of the security team to ensure a consistent high quality service delivery and prompt response to all security related incidents.

Responsibilities

1.           Is central point of contact for customers, field supervisors/compliance officers, operations managers, security officers within their nominal roll and internal departments

2.           Coordinates and tracks scheduling of resources and communication with various parties to meet customer SLA’s

3.           Assist in the coaching and counseling of officers and enforcing the company’s policies and procedures

4.           Manage all posts, charge rooms, tools and equipment under supervision in an efficient and effective manner to achieve company’s objective

5.           Manage the deployment of the Security Team by assisting in the co-ordination, allocation and supervision of officers through the compiling of rosters

6.           Ensure that the security posts and patrols are appropriately staffed and that there is rotation of duties for the shift and that all posts are staffed correctly.

7.           Accurately enter officers working hours

8.           Manage KPIs, status and performance levels, using Ticket Management System, MS-Excel, MS-Access and various applications.

9.           Assist in the reduction of overtime and irregularities

10.         Manage and disperse petty cash as governed by company’s policies

11.         Ensure that relevant security matters or changes in procedures are documented within the relevant log books to maintain operational continuity in the handover process

12.         Ensure various registers at the charge room are updated and report all irregularities

13.         Lecture to security personnel on the Standing Orders, Policies and Procedures

14.         Inspect and initial ALL the Principal Registers, so as to apprise yourself of ALL the activities that occurred during your absence

15.         Prepare shift reports where necessary

16.         Check and initial the pocket diaries/pocket books of security personnel reporting through the charge rooms

17.         Respond appropriately to queries, enquiries and concerns from officers

18.         Submit comprehensive reports on all accidents, incidents and occurrences that come to your attention/knowledge

19.         Ensure that a thorough handover is done at the end of every shift

20.         Ensure that the security teams are briefed on relevant security matters or changes in procedures that have been or are due to be implemented

21.         Pro-actively manage a security team ensuring that all duties are carried out in accordance with Company procedures and policies and take responsibility for professional conduct and development of the team

22.         Act as a key security contact for all daily operational security matters liaising with managers, to ensure effective communication of all matters pertaining to security and delivery of the professional security services; escalating issues appropriately

23.         Assist in training the Security Team in accordance with their roles / responsibilities and identified training and development needs

24.         Deliver succinct and clear verbal and written instructions to officers under your charge

25.         Escalates customer issues in an appropriate and timely manner in order to rapidly resolve issues and maintain SLA’s and Customer Experience

26.         Works in collaboration with HR authority to maintain a healthy workforce discipline in accordance with the organization’s established HR policies and standard operating procedures

27.         Receives phone calls and emails, from both internal personnel in the organization as well as clients, and register these into the appropriate workflow within our Information Management System

28.         Operates Radios and WT sets

29.         Updates job knowledge by participating in educational opportunities; reading professional publications, maintain personal networks; participating in professional organizations

30.         Maintain a working knowledge of the Company’s policies and procedures relative to salary processing, disciplinary, pay queries etc.

31.         Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Requirements

•            5 CXC Passes (Mathematics & English included)

•            Experience in a Supervisory Position

•            Strong knowledge of security protocols, procedures and best practices

•            Possession of relevant security certifications or licenses is a plus

•            Computer literacy in MS Office (MS Word, Excel, PowerPoint) at Intermediate level

•            Proven ability to multitask

•            Excellent interpersonal skills

•            Ability to handle stress

•            Attention to detail

•            Excellent listening, negotiation and presentation abilities

•            Strong verbal and written communication skills

Note: This job description is intended to convey information essential to understanding the scope of the Security Supervisor position. It is not intended to be an exhaustive list of qualifications, skills, duties, or responsibilities associated with the role.