Operations Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates Transguard Group Full time

Transguard Group was established in 2001 and has diversified significantly, leading in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE's most trusted business support and outsourcing provider with a large, dynamic, and culturally diverse workforce of 50,000 employees

We are currently recruiting for an Operations Manager - Retail & Hospitality to join our Transguard Security Services team in our HQ, located in DAFZA, Dubai Airport Free Zone.

Scope : The Operations Manager – Transguard Security Services manages and operates day-to-day operations within specific operations sections, focusing on required BU & client needs. Normally, this role will manage a headcount of 1000+ staff and is responsible for the smooth delivery of services as per agreed SLAs and KPIs to valued clients.

The Operations Manager is expected to meet customer expectations while fulfilling all company procedures and requirements. This includes leading the operations team, guiding and supporting coordinators and site supervisors, developing site SOPs and assignments, ensuring quality standards, contractual deployment, revenue management, billing, and compliance with SIRA Regulations to avoid any violations and penalties.

The Operations Manager will also ensure all internal processes and data management, including payroll and Power BI, are reviewed, and planning and forecasting of attrition and annual leave are conducted to ensure no impact on contract profitability.

Effective communication with clients through various channels, including minutes of meetings for weekly and monthly meetings, is essential.

The Operations Manager will assist the Account Manager with all issues relating to the execution of section objectives and operations, including the delivery of cost-effective, consistent, compliant, and excellent security services across the Transguard Group and to all partners, clients, and customers.

Responsibilities

  • Maintain and run the monthly budgets and P&L account for all division contracts, including issuing all invoices to clients and recording any expenditures.
  • Conduct monthly reviews of the accounts with the Accounts Managers.
  • Revenue forecasting and capturing all billable positions revenues; responding to client queries on invoicing and other commercial aspects.
  • Assist the Account Manager in obtaining the correct pricing for services during the preparation of new client and customer business proposals.
  • Overall accountability for contract service delivery, contract performance, quality assurance, and KPI achievement.
  • Responsible for day-to-day communication with clients on service delivery, scope, KPI, and agreed SLAs.
  • Arrange weekly/monthly meetings with clients, recording, circulating, and tracking agreed actions and meeting agendas; addressing and resolving contractual breaches or client complaints with the assistance of operations coordinators, DOC, and SOC.
  • Kick-off meetings and mobilization of new contracts, defining scope and operations strategy and service delivery methodology with Account Managers.
  • Responsible for contractual service delivery through effective initial project planning, including logistics, sourcing, recruiting, and project equipment as required.
  • Carry out monthly site visits and provide the necessary feedback to the Account Managers and team supervisors.
  • Ensure all licenses are up to date, managing renewals, and ensuring staff deployed across locations are licensed.
  • Proactively carry out site audits, clarifying and validating all TGSS needs and requirements regularly.
  • Adhere to all internal processes and procedures and compliance with Group Policies, enforcing Business Units and Group rules and regulations, including a fair working environment and Group CSR objectives; focusing on CI Saving and discussing saving ideas with Account Managers.

Selection Criteria

  • Minimum 5 years of experience in the industry, with at least 2 years in security operations.
  • Educational requirements: Higher Secondary or university degree with attestation from home country and UAE MOFA, and possession of SIRA Manager License.
  • An operations manager should have:
  • Reporting skills
  • Performance Management
  • Strategic Planning
  • Staffing Management
  • Strong briefing and coaching ability
  • Leadership skills
  • Conflict Resolution
  • Critical Thinking
  • Effective Communication
  • Customer Service Orientation
  • Effective Listening
  • Minimum English Language Level (by Transguard Group Standards)
  • Time Management
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