Operations Standards Manager

A key role for an individual who wants to drive continuous improvement across the critical pillars of the security operation - Compliance, Quality Assurance, On Job Training, Continuous Improvement and Employee Relations. Working closely with the Operations Development Manager and Security Duty Manager, creating plans, and monitoring their progress to ensure the success of the operational team. Accountable for the station's procedural compliance to the National Aviation Security Programme, continuous improvement processes and maximising efficiencies within on job training. Role Responsibilities Compliance

• Responsible for ensuring ICTS processes and SOPs across site are compliant to the NASP.
• Responsible for updating and maintenance of emergency plans and dissemination to the teams.
• Quality checking of debriefs for shortfalls in compliance performance to ensure that accurate root causes are identified, and rectification put in place to prevent reoccurrence.
• Liaise with the BRS Security Standards and Engagement manager to maintain a compliance focus within the operation and ensure relevant updates are communicated.
Quality Assurance
• Responsible for conducting quality assurance activities across site, ensuring performance assessments are fair and distributed evenly.
• Data analysis and Root Cause analysis of SLA breaches, providing detailed data led information to the SDM within a timely manner.
• Present details of quality assurance tasks undertaken and methods of improvement to the ODM.
Continuous Improvement
• Responsible for holding monthly CI workshops to find and develop opportunities for improvement.
• Collation and Analysis of data to identify shortfalls in performance and prevent reoccurrence.
• Provide Station Management with a summary of weekly performance detailing SLA and KPI measures.
On Job Training (OJT)
• Responsible for creating On Job Training plans and presentation to the Security Duty Manager to ensure operational buy in.
• Work with trainers to arrange sign off assessments and the ops team to ensure maximum efficiency of the 40 hours mandated OJT.
• Collaborate with trainers to ensure that ongoing training for existing staff (Threat detection, test bags) are carried out.
• Ensure learning needs and styles are communicated to the operational team and mentors.
• Communicate issues arising from OJT to the Training Department.
• Responsible for creating monthly recurrent training (6x6) plans, sharing with the operations team, monitoring progress and adjusting plans as necessary.
Employee Relations
• Promote the fair and consistent application of policies and processes with regard to attendance management, performance and capability, discipline and grievance.
• Monitor and review all ER cases, escalate and work with the HR Manager where appropriate.
• Daily presentation of absence data and figures to the SDM to ensure timely escalation of potential issues.
• Collation and presentation of ER data to the HR Manager to identify trends and address areas of concern.
SDM Deputisation
• Deputise for the SDM during absence, annual leave or as required by the business.
This list is not exhaustive and the business demands may require other additional duties which will be requested through your Line Manager.


• Leadership - Leads by example, motivates, makes decisions, initiates action and takes responsibility.
• Communication and influencing - establishes communication channels, actively listens, clarifies, gives / seeks feedback, clear and concise, persuasive / negotiates with others.
• People Management - fosters team / individual performance, achieves results, sets targets and reviews against them, empowers, deals with issues, coach and encourage.
• Ability to focus on direct areas of responsibility whilst also able to act in the interests of broader operating divisions.
• Ability to work openly and collaboratively at all levels with multiple stakeholders.
• Organisational skills - plans well in advance, sets clear objectives, manages time, delegates and project management skills.
• Commercial and financial awareness - maximises use of resources, identifies and delivers business growth opportunities.
• Results orientation - satisfies internal / external customers, effective performance management, addresses cross functional issues and technical issues, knowledge of systems and processes.
• Interpersonal skills - builds positive relationships, creates emotional loyalty, confident in ability and approachable to all.
• Values - lives and endorses the company values.
Experience
• Essential to demonstrate experience and knowledge within a similar role.
• Must have experience with analysis of large quantities of data.
• Must be able to confidently read and interpret regulatory material and communicate this effectively to a wide audience.
• Must have sound judgement and decision making skills.
• Desirable Six Sigma or data analysis qualification.
• Ideally have previous working knowledge of the National Aviation Security Program.
• Ideally hold DfT Aviation Security Manager qualification and be a DfT Registered threat assessor.
  
  Established in 1987, ICTS specialises in the provision of integrated security and customer services within the most demanding environments. ICTS works with major public attractions, leisure, financial, retail, public sector, transport and government bodies. We take our commitment to principles of fairness and mutual respect for people of all faiths and cultures seriously and we expect our employees to do the same.