Operations Manager-Account Management PSCOD AUH

Role Overview

Operations Manager-Account Management PSCOD AUH at Transguard Group, based in Abu Dhabi.

Company Overview

Transguard Group was established in 2001 and leads in Cash Services, Security Services, Manpower Services, Facilities Management, and Aviation. The company is the UAE's most trusted business support and outsourcing provider with a workforce of 50,000 employees across a large, dynamic and culturally diverse organization.

Role Purpose

The Operations Manager-Account Management PSCOD manages day-to-day operations within specific operations sections, focusing on Business Unit and client needs. The role ensures smooth service delivery in accordance with agreed SLAs and KPIs while maintaining compliance with SIRA Regulations, managing revenue, controlling costs, and supporting the Account Manager in executing section objectives and delivering cost-effective, consistent, compliant and excellent security services.

Key Responsibilities

Financial & Revenue Management

• Maintain and run monthly budgets and P&L accounts for all division contracts.
• Issue all invoices to clients and customers and record expenditure such as local orders.
• Conduct revenue forecasting and capture all billable positions revenues.
• Respond to client queries on invoicing and other commercial aspects.
• Focus on Continuous Improvement savings and discuss saving ideas with Senior Managers.

Service Delivery & Performance

• Hold overall accountability for contracts service delivery, contract performance, quality assurance and KPI achievement.
• Manage day-to-day communication with clients on service delivery, scope, KPI and agreed SLAs.
• Arrange weekly and monthly meetings with clients and record, circulate and track agreed actions and meeting agendas.
• Carry out monthly site visits and provide necessary feedback to Account Managers and team as required.
• Ensure contractual service delivery by conducting effective initial project planning including logistics, sourcing, recruiting, and project equipment and machinery as required.

Compliance & Risk Management

• Ensure full compliance of SIRA Regulations to avoid any violations and penalties.
• Address and resolve contractual breaches or client complaints with the assistance of operations coordinators, DOC, and SOC.
• Ensure all licenses are up to date, manage renewals and ensure staff deployed across locations are licensed.
• Provide oversight on SIRA expiry and training plans.
• Maintain high standard levels while on road with TGSS vehicles and adhere to UAE driving rules and regulations.

Operations & Quality Assurance

• Lead the operations team and guide and support coordinators and site supervisors.
• Develop site SOPs and site assignments while ensuring quality standards and contractual deployment.
• Proactively carry out site audits, clarify and validate all TGSS needs and requirements on a regular basis.
• Review all internal processes and data management including data dump, payroll, and Power BI.
• Oversee planning and forecasting of attrition and annual leave to ensure no impact on contract profitability.
• Manage assets including Guard Tek and Radios.
• Conduct Business Unit forecasting and handle arrivals.

Governance & Policy

• Adhere to all internal processes and procedures and comply with Group Policies and enforcement of Business Units and Group rules and regulations including fair working environment and Group CSR objectives.
• Support and participate in the development and implementation of departmental goals and objectives.
• Handle Business Unit champion responsibilities (ICT, Transport, ESP and IBSC).

Stakeholder Management & Communication

• Maintain effective communication with clients through various channels including minutes of weekly and monthly meetings.
• Interface regularly with the SOC; support the management and control processes for all operational areas, including auditing of contract performance on site.
• Assist the Account Manager on all issues relating to the execution of section objectives and operations.

Qualifications & Experience

• Minimum 5+ years of experience in the industry, including at least 2 years in security operations.
• Higher Secondary or University Degree with attestation from home country and UAE MOFA.
• Must be in possession of SIRA Manager License.

Skills & Competencies

Hard Skills

• Reporting skills.
• Performance Management.
• Strategic Planning.
• Staffing management.
• Strong briefing and coaching ability.

Soft Skills

• Leadership skills.
• Conflict Resolution.
• Critical Thinking.
• Effective Communication.
• Customer Service Orientation.
• Effective Listening.
• Time Management.
• Minimum English Language Level (by Transguard Group Standards).