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Alarm Receiving Centre (ARC) Operations Manager

Employer
SoloProtect UK
Location
UK
Salary
Competitive
Closing date
23 Feb 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Success Snapshot
  • Achievement and continuous improvement of key ARC performance measures including response times, average handling times and false alarm management through astute performance analysis.
  • Demonstrate a rigorous approach to business risk management based on a solid understanding of operational and security risks
  • Maintaining a professional work environment that encourages staff motivation
  • Implementing a continuous improvement cycle through intelligent innovations to improve service provisions as well as the financial profitability of the department.
  • Managing compliance to key annual regulatory standards including but not limited to EN50518, BS8591, BS8484, ISO 9001, ISO 27001 etc.
  • Continue to ensure & safeguard SoloProtect's reputation for having the class-leading ARC in the UK lone worker market
  • Successful management of EU Monitoring suppliers across key performance indicators and metrics.


Role and Responsibilities
  • The ARC Operations Manager is responsible for leading the Alarm Receiving Centre, its team and KPI performance achievement in the UK. This role will also have an inherent operational responsibility for any ARC's using SoloProtect technical infrastructure:
  • Lead the Alarm Receiving Centre operational service to ensure safe and efficient operation, taking into account customers` requirements, performance targets and KPI's
  • Ensure services/products are delivered to customer's expectations and meet relevant regulatory compliance
  • Ensure that team members provide excellent customer service at all times
  • Demonstrating astute technical knowledge to ensure a quick resolve to disruptive incidents.
  • Manage resourcing levels in line with the requirements of the business & relevant standards (e.g. BS8591 and EN 50518)
  • People management including enforcement of company policies, procedures and work instructions
  • Motivation, support and engagement of team members to enable them to succeed in their roles
  • To identify and lead on operational excellence / continuous improvement through the optimization of systems, people and process for the business benefit (sales USP's / operational efficiencies)
  • Proactive reduction of client false alarm volumes working in conjunction with Sales Team & Customer Support Team
  • Maintaining departmental compliance to information security requirements
  • Communicating verbally and in writing with internal & external customers
  • Develop and maintain close and co-operative relationships throughout the company & with external providers & providers (e.g. Police Forces)
  • Support reporting, analysis and improvement initiatives for International Partner Alarm Receiving Centers
  • Direct management of EU partner alarm receiving centres relationships and performance requirements.
  • Responsibility for physical on-site security of UK Head office.
  • Be available on-call as per business requirements
  • Live and breathe our core values


Qualifications and Education Requirements:
  • Educated to degree standard or equivalent experience
  • Minimum 5 years in an Operational Leadership Role preferably in the Security industry


Essential Skills and experience
  • Minimum of 2 year's experience directly managing a telephony-based operation (with a minimum of 10 FTE)
  • Experience of achieving operational excellence in a fast-paced, high-pressure environment and be capable of self-motivation.
  • Experience of evaluating processes, systems and technology and implementing improvements for operational gain.
  • Experience in managing EU based suppliers
  • Excellent data analysis skills including familiarity with resource modelling, SLA analysis including advanced MS Excel skills.
  • Excellent people management skills with the ability to motivate staff members and instil a positive, professional culture in the workplace.
  • Experience of developing risk assessments and implementing intelligent mitigations and comprehensive contingency plans.
  • Experience of engaging with clients and prospects to reach successful outcomes
  • Able to demonstrate leadership skills including colleague management, peer-level influence & upward management at senior levels.
  • In-depth knowledge of GDPR & information security requirements in an operations centre environment
  • Exceptional communication skills
  • Adaptable and positive when faced with change
  • Calm & rational when facing a technically complex and fast-changing environment
  • Clean driving license & ability to fly essential


Preferred Skills and experience:
  • 2 + years working in a Lone Worker Security business setting
  • Knowledge of mobile communications technology including GNSS
  • Experience of working with a complex array of telephony infrastructure systems
  • Experience of contributing to industry forums and associations
  • Project Management experience
  • Multi-lingual (Dutch, French, German and/or Spanish).
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