Total Security Surveillance is a leading provider of security and asset tracking services with offices in all the major Kenyan towns. We are a reputable private security company seeking to fill the position of Operations Officer in Nairobi.
Job Purpose
This role is crucial in supporting the Area Manager to deliver unrivalled service excellence by overseeing daily operational activities, managing Area Supervisors, ensuring compliance with operational standards, and maintaining strong client relationships. The Operations Officer ensures seamless field execution, operational readiness, and continuous performance improvement across assigned sites.
Key Responsibilities
- Supervise Area Supervisors to ensure compliance with Standard Operating Procedures (SOPs) and company policies.
- Monitor daily operational activities across assigned sites to ensure readiness, proper deployment, and high service standards.
- Track and report performance metrics (attendance, incident trends, client feedback, deployment accuracy).
- Conduct routine and ad hoc site visits to verify service quality and adherence to client requirements.
- Ensure efficient resource utilization, including manpower, equipment, and materials.
- Maintain regular communication with clients to address operational concerns and escalate issues to the Area Manager when necessary.
- Support the Area Manager in client meetings, service reviews, and implementation of improvement action plans.
- Ensure that all client complaints or inquiries are handled promptly and professionally.
- Manage, coach, and guide Area Supervisors to enhance performance and accountability.
- Support the recruitment, onboarding, and deployment of guards in collaboration with HR and the Area Manager.
- Oversee leave planning, duty rosters, and replacements to ensure full site coverage.
- Participate in disciplinary processes by conducting preliminary investigations and recommending corrective actions.
- Ensure that all sites comply with operational, safety, and regulatory requirements.
- Assist in conducting operational risk assessments and implementing mitigation strategies.
- Coordinate incident response, follow-ups, reporting, and closure of corrective actions.
- Prepare daily, weekly, and monthly operational reports for submission to the Area Manager.
- Maintain accurate records of deployments, incidents, client feedback, and supervisor performance.
- Assist the Area Manager in executing operational audits and special projects as assigned.
- Identify service gaps and recommend improvements to enhance client satisfaction and operational efficiency.
- Support business development activities by providing site information, operational insights, and client feedback that may present growth opportunities.
- Participate in company-wide initiatives aimed at improving service delivery and operational excellence.
Qualifications & Experience
Qualifications:
- Diploma or Degree in Security Management, Business Management, or a related field.
- Must have a Category A riding license.
- Strong understanding of private security operations and regulatory requirements.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Strong communication, interpersonal, and conflict-resolution skills.
- Ability to supervise teams and coordinate field operations.
- Analytical mindset with the ability to generate accurate and actionable reports.
Experience:
- Minimum 3 years’ experience in a supervisory role within the private security industry.
- Must have minimum of 3 years riding experience in Nairobi and its environs.
- Demonstrated experience in staff management, client engagement, and operational coordination.
- Proven ability to manage multiple sites and teams in a fast-paced operational environment.
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