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).