Operations Manager-Security Services Retail and Hospitality

Role Overview

Operations Manager – Security Services for Transguard Group in Dubai, managing day-to-day operations within security services divisions serving retail and hospitality sectors.

Role Purpose

Manage and operate security services divisions serving 10,000+ staff, ensuring smooth service delivery aligned with client SLAs and KPIs, while maintaining full compliance with SIRA regulations and company procedures.

Key Responsibilities

Financial Management

• Maintain and run monthly budgets and profit and loss accounts for all division contracts.
• Issue invoices and record expenditures such as local orders.
• Conduct revenue forecasting and capture all billable positions' revenues.
• Respond to client queries related to invoicing and commercial matters.
• Ensure all licenses are up to date and manage renewals for deployed staff.
• Handle business unit forecasting and staff arrivals.
• Manage assets, including GuardTek systems and radios.

Operations & Service Delivery

• Own overall accountability for contract service delivery, performance, quality assurance, and KPI achievement.
• Lead day-to-day communication with clients on service delivery, scope, KPIs, and SLAs.
• Arrange weekly and monthly client meetings, record minutes, circulate actions, and track follow-ups.
• Address and resolve contractual breaches or complaints with support from operations coordinators, DOC, and SOC.
• Conduct monthly site visits and provide feedback to Account Managers and teams.
• Proactively carry out site audits and validate Transguard Security Services needs and requirements.
• Maintain oversight of SIRA expiry and training plans.
• Interface regularly with SOC and support operational control processes, including contract performance audits.
• Maintain high standards while operating TGSS vehicles and comply with UAE driving regulations.
• Handle business unit champion responsibilities for ICT, Transport, ESP, and IBSC.

Compliance & Governance

• Adhere to internal processes, Group Policies, business unit rules, and CSR objectives.
• Ensure full compliance with SIRA regulations to avoid violations and penalties.
• Ensure no commercial penalties to the business through proper management of contractual deployment and billing.

Team Leadership

• Lead the operations team and guide coordinators and site supervisors.
• Develop site standard operating procedures and site assignments.
• Ensure quality standards are maintained across all operations.
• Support staff development and coaching.

Client Management

• Serve as the primary point of contact for clients regarding service delivery and contractual obligations.
• Manage client expectations and ensure alignment with agreed SLAs and KPIs.
• Facilitate regular client meetings and ensure transparent communication.
• Resolve client complaints and contractual issues promptly and professionally.
• Provide consistent site-level engagement through visits and feedback loops.

Continuous Improvement

• Lead initial project planning, including logistics, sourcing, recruiting, and equipment and machinery requirements.
• Focus on continuous improvement savings and discuss cost-saving ideas with Senior Managers.
• Support and participate in developing and implementing departmental goals and objectives.
• Drive improvements through proactive audits and validation of operational needs.

Qualifications & Experience

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

Skills & Competencies

• Reporting skills.
• Performance Management.
• Planning.
• Staffing management.
• Strong briefing and coaching ability.
• Leadership skills.
• Conflict Resolution.
• Critical Thinking.
• Effective Communication.
• Customer Service Orientation.