Operations Manager

1st Class Protection Ltd; London Borough of Barnet; On-site; GBP 60,000 - 90,000; Full time

Job summary

1st Class Protection Ltd is seeking a Senior Operations Manager to lead multiple client-site security operations. The role requires confident people management, strong client-facing skills and a hands-on approach to delivering day-to-day security services in a fast-paced environment.

You will work closely with the Operations Director and management team to uphold high standards, develop teams, optimize procedures and ensure reliable service across sites.

Qualifications

• Experience leading security operations and teams.
• Ability to manage client relationships and service quality.
• Strong organisational and problem-solving skills.

Responsibilities

• Managing supervisors, team leaders, security officers and staff.
• Overseeing day-to-day service delivery across client locations.
• Ensuring sites are staffed and operational requirements are met.
• Managing staff performance, attendance and professional standards.
• Supporting recruitment, onboarding and training of staff.
• Creating and enforcing site procedures and instructions.
• Conducting site visits, audits and welfare checks.
• Building relationships with clients and acting as senior contact.
• Responding to client concerns and service issues promptly.
• Investigating incidents and ensuring corrective action.

Skills

People management

Client management

Operational leadership

Process improvement

Risk assessment

Job description

We are looking for an experienced, highly organised and commercially aware Senior Operations Manager to take on one of the leading operational roles within our growing security company.

This is a hands-on senior management position for someone who is confident managing people, clients and day-to-day operations in a fast-paced environment.

Working closely with the Operations Director and wider management team, you will be responsible for maintaining high operational standards across multiple sites, developing our teams, strengthening procedures and ensuring that our clients consistently receive a professional and reliable service.

We are a friendly, family-oriented company, but we operate to high professional standards. We are therefore looking for someone who can combine strong leadership with accountability, excellent organisation and a practical approach to problem-solving.

As Senior Operations Manager, you will take responsibility for the effective delivery of our security services across a portfolio of client sites.

Your responsibilities will include:

• - Managing and supporting supervisors, team leaders, security officers and operational staff.
• - Overseeing day-to-day service delivery across multiple client locations.
• - Ensuring sites are appropriately staffed and operational requirements are consistently met.
• - Managing staff performance, attendance, conduct and professional standards.
• - Supporting recruitment, onboarding, training and development of operational staff.
• - Identifying training requirements and ensuring officers are properly prepared for their assignments.
• - Creating, reviewing and implementing assignment instructions, operational procedures and site-specific requirements.
• - Conducting site visits, inspections, staff welfare checks and operational audits.
• - Building strong professional relationships with clients and acting as a senior point of contact for operational matters.
• - Responding promptly and professionally to client concerns and service issues.
• - Investigating incidents, complaints and operational failures and ensuring appropriate corrective action is taken.
• - Managing emergency situations and operational escalations calmly and effectively.
• - Reviewing incident reports, handovers and other operational documentation to ensure accuracy and appropriate follow-up.
• - Monitoring service standards and identifying opportunities to improve efficiency, performance and client satisfaction.
• - Ensuring compliance with company policies, SIA requirements, health and safety standards, client procedures and relevant industry requirements.
• - Supporting Company Directors with wider operational projects, service reviews and company development.
• - Taking ownership of operational issues and following them through to resolution.