RCDO Operations Manager

To deliver results from the crime and security teams that meets or exceeds the service delivery requirements through full responsibility and accountability for:

· To ensure the delivery of reliable intelligence which highlights any potential crime and security threats to the client whilst proactively driving the resource to risk model and in turn contributing to creating a safe and secure environment.

· The delivery of an industry leading Remote Crime Detection Team that provides strategic direction internally

· Instil an intelligence sharing culture internally in order to support the Crime Intelligence Team.

· Lead the Remote Crime Detection Supervisors through the efficient deployment of people, equipment, systems.

· Leading and supporting the room in their day to day duties ensuring access control policies are adhered to and relevant building information is shaired to drive efficiencies.

· Provides support to line manager in accordance with the specific requirements of the contract and compliance with internal policies and procedures.

· Responsible for ensuring all KPI's are met in accordance with contract requirements.

· Ensuring all GDPR requirements are met by all SOC functions.

Main Duties

To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:

· Delegate and co-ordinate the workload, liaising with RCDO Supervisors to ensure targets are achieved within the correct timescales.

· Ensure workflow is monitored and controlled within the zonal / national teams to ensure capacity is high and downtime, duplication and wasted effort are minimised.

· Work collaboratively with other SOC functions as appropriate to ensure a workflow that is effective and delivers the right output within the right timescales

· Ensure all colleagues within the SOC comply with all GDPR, Company and Client quality standards and any appropriate UK legislation.

· Be able to project manage and implement new business initiatives and actively network with other external working groups when required.

· Complete ad-hoc projects as designated by Head Of Operations within set time frames and to the quality required

· By leading the Remote Crime Detection Team, to ensure incident management, live monitoring and other core tasks are completed in line with all agreed SLA's.

· Demonstrate an excellent understanding of all systems in use, enabling the team to respond appropriately to any signals or messages received and guide the team to do the same

· Advocate and promote the Mitie brand and actively participate in the success of all company strategies.

To build, lead, retain and support in the development of a team that believe and demonstrate through their work that Mitie is different to other Security service providers through:

· Proactively manage the team supervisors to ensure high levels of performance and attendance including, MiReviews and KPI setting and review through the delivery of a robust coaching and mentoring culture

· Managing, leading and supporting the team supervisors, ensuring their continuous development through monthly/periodic reviews and annual appraisals.

· Identifying any skills gaps within the team and deliver any necessary upskilling and performance improvement in line with company policy and procedure.

· Ensure the delivery of the Mitie company induction, initial assessment and comprehensive training to all newly appointed security personnel.

· Identify the need for and support in the implementation of personal development plans as identified

· Take active steps to maintain communication and recognise achievement and develop the Mitie Community

· Engage with all appropriate recruitment agencies, actively manage and monitor establishment levels to ensure service delivery expected by the client.

· Liaise with the HR management team to ensure all issues are dealt with in accordance to company policy.

· Ensuring behaviours and situations that endanger the health and safety and wellbeing of colleagues are identified and rectified in a timely manner in line with company policies.

Essential

· Demonstrates a high level of leadership skill and experience and possess a proven track record for building and managing winning teams

· Relevant retail industry experience with the ability to demonstrate an understanding of investigation processes

· Computer literate with a variety of software, including Microsoft Office and bespoke software, with a good working knowledge of Microsoft Office, Outlook, Word and Excel

· Experience of managing and monitoring KPI performance

· Ability to lead and motivate a diverse team to provide excellent customer service and empower individuals

· A decisive and assertive decision maker

· Ability to build and maintain relationships with a strong teamwork ethic

· Good educational background and a solid command of written and spoken English

· Experience of managing the monitoring CCTV

· Experience of working within a demanding fast-paced environment

· Strong communication and customer service skills

· SIA Licence holder - CCTV & minimum front-line Guarding.

· Ability to work under pressure and make quick decisions

· Good communication skills, verbal and written

· Experience of team working

· Project management experience

· Reliable, flexible and discreet

· Experience of working in a controlled environment

· Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

· Ability to accurately follow detailed processes and where required write new policies

· Ability to build and maintain relationships with a strong teamwork ethic

· A positive attitude and ability to deal with pressure professionally

Desirable Skills and Experience

· Knowledge of the retail market

· An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring, remote access, and key-holding

· Operating experience of industry standard integrated security solutions (CCTV, Access Control, Alarm Management)

· Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions

· Previous achievement of performance targets and driving performance through utilising metrics

· Excellent report-writing and analytical skills with sharp attention to detail

· Flexibility in working hours

-Excellent organisational and time management skills

-Confident and professional working approach and appearance

-Strong customer service, client focused attitude with the ability to build good working relationships

-Resilient and tenacious with a 'can do' approach