Area Manager, Diplomatic at GardaWorld Tanzania

Position/Employment Type

Area Manager, Diplomatic

Organization/Reporting Line

Reports to: Head of Guarding

Direct Reports: Area Coordinator

Place Of Work/Travel

Dar es Salam, Tanzania

Contact And Cooperation

Internally : Main cooperation with the Head of Guarding, Area Managers, Area Coordinators, Head Controller, Guard Desk Controllers, Area Supervisors, Security Officers, Branch Administrator, Parade Supervisors, Crew Commanders, GW internal departments

Externally: Clients, Government officials and agencies, unions, External legal support entities as in the company policy

Summary

Job Summary:

The Area Manager, Diplomatic is responsible for leading and coordinating a strong operations team that meets contractual obligations and client satisfaction in line with the company policy. The position will foster team unity and motivation while working towards business retention, new business development and client satisfaction through effective and regular client liaison, contract KPI adherence and incident investigations management. The area manager’s focus is on driving service quality in their area. This role requires strong leadership, problem-solving skills, and the ability to effectively manage a team of security personnel. The Area Manager plays a critical role in ensuring the delivery of high-quality security services, maintaining client satisfaction, and driving operational excellence.

Key Responsibilities

• Operational Management:
• Oversee the day-to-day operations within the designated area, ensuring adherence to company policies, procedures, and industry standards.
• Monitor the performance of security personnel, ensuring customer service excellence and taking corrective actions as needed.
• Manage area operations ensuring that field operations are carried out professionally and in accordance with the policy to uphold standards that will ensure acceptable service level above the contractual obligations.
• Team Leadership:
• Provide leadership and guidance to the area operations team primarily with the Area Coordinator and Branch Administrator supervisors and officers fostering a positive work environment and promoting professional development.
• Set clear expectations, conduct regular performance evaluations, and provide coaching and mentoring when necessary.
• Client Relationship Management:
• Establish and maintain strong relationships with clients acting as the main point of contact for operational matters.
• Conduct regular meetings to understand their security needs, address concerns, and ensure client satisfaction.
• Collaborate with the sales team to identify opportunities for upselling or expanding services.
• Complete the Client Visit Form daily as per the country Head of Security Operations KPIs; track corrective actions to conclusion with regular feedback to the client, Head of Guarding, supervisors, and site security officers.
• Training and Development:
• Coordinate and facilitate training programs for security personnel ensuring that they possess the necessary skills and knowledge to perform their duties effectively.
• Stay updated on industry trends and best practices, implementing continuous improvement initiatives to enhance operational efficiency and effectiveness.
• Where required, deliver appropriate courses in support of the training department.
• Resource Management and Planning:
• Optimize resource allocation including personnel, equipment, and technology to meet operational demands.
• Collaborate with the logistics department to ensure timely deployment of security personnel and necessary equipment to client sites.
• Deploy security officers who meet the requisite criteria and properly select in concert with the Area Coordinator appropriate security personnel for the assignment.
• Oversee, guide, and plan daily and for all weekend activities all deployments in their area of operation.
• Quality Assurance:
• Develop and implement company dictated quality assurance measures to assess the performance of security personnel and adherence to company standards.
• Conduct regular site inspections, audits, and incident reviews to identify areas for improvement and ensure compliance with contractual obligations and regulatory requirements.
• Conduct Security surveys, audits, and risk assessments of clients’ premises as required in the policy document to close the gaps that might expose the company to liabilities and the client negatively.
• Cost Management:
• Assist in developing and managing the area's operational budget.
• Monitor expenses, control costs, and identify opportunities for cost-saving measures without compromising service quality.
• Focus on labour management and workforce utilization using the company rostering system.
• Ensure the area remains optimally manned with adequate standbys and effectively police the non-deployed personnel.
• Manage the allocated resources ensuring that there is optimum usage of all the company resources and avoid unnecessary costs.
• Emergency Response and Crisis Management:
• Collaborate with the emergency response team and local authorities to develop and implement emergency response plans.
• Ensure that security personnel are trained and prepared to handle various emergency situations effectively.
• Take direction from GW management in the event of any incident as per the GW Business Continuity Plan.
• Administrative Activities:
• Plan, coordinate, and monitor administrative activities for the Operations department through effective management and supervision of the branch uniformed staffs and associated support functions such as MRTs, K9, and technical units under his/her area of jurisdiction.
• Lead in incident investigations and update the relevant teams on the progress as necessary.
• Instil an acceptable level of discipline among operations staff to meet company standards.
• Handle all branch disciplinary cases in consultation with HR and ensure timely resolution.
• Monitor and enhance the provision of quality security services to subscribing clients (Manned Guarding, security Dogs, alarm response, CCTV and equipment sales, access control, vehicle tracking system, etc.).
• Monitor communication from the field on security-related incidents, providing feedback and maintaining data for analysis to identify trends.
• Develop and submit branch management and operations performance reports in a timely manner.
• Adhere to and meet all company set management and standards KPIs.
  

Role

Principal Outputs of this Role:

• Operational Efficiency:
• Maintenance of high levels of operations quality and customer service.
• Effective management of costs and branch profitability.
• Planning, Reporting and Documentation:
• Daily submission of the area deployment plan to the control room for implementation.
• Daily review of the area OB for action.
• Timely development and submission of area management reports.
• Process Management:
• Formulation, monitoring, and enforcement of work procedures.
• Business process planning, information dissemination, and process compliance.
• Staff Administration:
• Manpower management, placement, and effective management and supervision of uniformed staff.

Authority

Refer to GW Security Authority Matrix

Accountability

The Area Manager, Diplomatic is accountable to the Head of Guarding, for the responsibilities as stated in the job description. These responsibilities will be monitored and managed through mid-year and annual performance reviews and supported through the monitoring of the KPIs failure to meet these KPIs as per the prescribed level of deliver may result in dismissal.

Competencies

• Supervision and Operational Competence:
• Good supervision skills and operational competence.
• Planning, coordination, work monitoring, and problem resolution skills.
• Interpersonal Skills:
• Demonstrate a high degree of sensitivity and confidentiality when dealing with internal and external customers.
• Results-oriented with excellent negotiation, interpersonal, communication, and social skills.
• A forward planner with clear focus, ardent team player, and able to work with remote supervision in a diverse environment.
• Decision Making and Problem Solving:
• Good decision-making skills with a sense of diplomacy, attention to detail, and strong analytical ability.
• Business acumen, strategic thinker with the ability to make sound decisions for the business.
• Have good problem analysis and reporting skills.
• Integrity and Development:
• High moral standing with impeccable integrity.
• Ability to grow, support, and develop talent within the department.

Qualifications & Experience:

• Educational Background:
• Bachelor's degree in a relevant field or equivalent experience; additional certifications in security management or related fields are a plus.
• Professional Experience:
• Minimum five (5) years operational experience as an Area Coordinator, Senior Controller, Project Manager, or other relevant operations experience within a security organization.
• Proven experience in security operations management or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Sound knowledge of security industry regulations, procedures, and best practices.
• Ability to analyze data, identify trends, and make informed decisions.
• Proficient in using technology such as security management systems and incident reporting software.
• Demonstrated problem-solving and decision-making abilities.
• Familiarity with budget management and financial principles.
• Technical Skills and Knowledge:
• Professional certification in security management and GW management Training Course.
• Computer literate and training in VHF Radio operation and Voice Procedure.
• Conversant with the country Labour Laws and by extension the constitution that govern other areas of the business.