Head of control Room

Job Title: Head of Control Room

Reports to: Head of Security Operations

Direct Reports: Senior Controller; Rostering Clerk Time Sheet Clerk; Journey Management officer Area Supervisors

Contact and Cooperation

Internally: Main cooperation with the Head of Security Operations Head of Guarding Area Managers Area Coordinators Sales Manager Human Resources Manager and Heads of Support Functions / Departments.

Externally: Current and Potential Clients Training Accreditation Bodies Fleet service providers Safety and Security Service Providers Disaster Management Agencies.

Job Summary

The Head Controller oversees the control room and is a key component in ensuring deployment and oversight of the operation across the country is in place. The role works to complement the operations team in terms of service delivery with the focus on customer care operational excellence and professional standards supervision reporting and labor efficiency. This position is a critical role within the operations department with the focus on the top customers and other strategic customers as directed.

Key Responsibilities

Lead the daily running of the National Control Centre;

Alarms and Technical

1. Overseeing the entire operational activities in the control room and those of the MRT personnel in liaison with the management.
   

2. Maintain a daily Muster Roll for the Controllers and MRT s ensure all staff are arriving in time and in the correct order of dress. This is done by each crew sharing on duty photos of themselves and the vehicle at the start of the shift.
   

3. Administer leave for the personnel directly under you (Snr. Controller Shift Supervisors Controllers and rostering team).
   

4. Attend to clients requests and complaints on a daily basis.
   

5. Ensure SIR notifications are accurately captured and disseminated to management within 12 hours of incident notification.
   

6. Manage the CRM Register to ensure closure of all cases coming into the NCC within 24 hours.
   

7. Ensure the National OB remains up to date always and all entities across the business are adequately and correctly informed.
   

8. Maintain discipline among the personnel under you in liaison with line management.
   

9. Manage disciplinary procedures for all issues to ensure the Company Code of Conduct is strictly adhered to.
   

10. Ensure that the control room staff operate to the highest standards and are efficient in their response to situations depending on circumstances prevailing at that time.
    

11. Initiate methods for improving standards of performance in the control room and within response times. This includes MRTs supervisor response to incident and coverage times as well as deployment times.
    

12. Organise the monthly duty rosters to ensure that the control room is adequately staffed 24 hours per day 365 days per year.
    

13. Train and manage the control room staff to ensure the emergency response crews are supported by a highly responsive and efficient emergency control room service.
    

14. Maintain logs of all vehicle movements.
    

15. Maintain records of all alarm signals guard management signals and advise senior management of any exceptional incidents.
    

16. Accurate records to be maintained of the time taken for any response vehicle to attend to an alarm.
    

17. Manage and oversee the technical maintenance teams and ensure they meet their assigned daily weekly and monthly KPIs.
    

18. Provide daily reports to the Technical team of any faulty equipment that is not fully functional (FTT s client complaints re alarms technical assistance where required).
    

19. Manage all faults to closure.
    

20. Provide daily and monthly reports to management of all alarm activations deployment times labour usage guard and supervisor patrol exceptions and supervisor checks.
    

21. Provide details to department manager/senior management of any customer complaints along with the action taken to resolve these complaints onto CRM and see if the same is efficiently managed.
    

22. Ensure daily reports are sent out on the following: Daily Alarm Activations Daily Mechanical Status Daily FTT s Daily CNE status NCC Controller Response Times Vehicle Response Daily Statistics Daily General Incidents (Centralised OB and Alarms) MRT Fleet Movement Reports Daily update on any MRT illegal (unauthorised) movements labour numbers coverage times patrol and supervisor exceptions.
    

23. Monthly reports as may be required by the management through the HSO.
    

24. Work with management and the Technical Dept. to assess and evaluate technical needs at the NCC with respect to impact and effectiveness of delivery of services and company development.
    

Guarding Operations

1. Execute the daily deployment plan as per directive of the various operations managers;
   

2. Oversee demobilization and mobilization of key accounts during the critical windows contract implementation or final delivery day;
   

3. Management of area supervisors and ensuring that they are meeting their operational KPIs and that requirements from operations managers are disseminated and equally information from the field is fed to the respective Ops Manager or Field Officer;
   

4. Responsible for implementing area specific manpower utilization plans and generating the LSC. SPOC for all labour issues in the country;
   

5. Oversee and ensure efficient Guard Rostering takes place implement any changes required within their remit during silent hours;
   

6. Visual aids and metric management ensure they remain up to date correctly distributed internally and externally;
   

7. Ensure that all attendance exceptions reporting takes place within the following shift and that the rostering system remains up to date at all times;
   

8. Manage the national OB ensure that all incidents across the country are captured and properly assigned and being followed up on. Liaise with the customer service teams to ensure that incidents have allocated operations owners and follow up is being done and managed to closure.
   

9. Work as the central coordinating point for operational support to the business linking various business units branches and projects;
   

10. Conduct analysis of branches and projects manpower efficiency levels;
    

11. Enforce company policies pertaining to non-deployable staff;
    

12. Provide data on branches and projects staff requirements;
    

13. Track and report on operations Key Performance Indicators;
    

14. Supervise Rostering and Time Sheet clerks to ensure correctness of data entered into the Microsoft Navision and accuracy of reports generated thereof;
    

15. Collate and report all required daily weekly and monthly reports;
    

16. Handle client queries on outstanding issues requests and queries and ensure they are properly distributed to the relevant operations team and quick resolution in agreement with company policy; and
    

17. Ensure all control room staff remain current with their various training and requirements for the role.
    

18. Ensure Area Supervisors attend annual supervisor assessment ensure those that fail the assessment are replaced.
    

19. Guide and coach new area supervisors.
    

20. Oversee alarms faults and servicing technical team
    

Principal Outputs of this role

1. Manpower deployment branch / project manpower requirement and manpower efficiency reports Operations performance reports on the MRT and Fire and Rescue sections on response and efficiency
   

2. Oversee area supervisors
   

3. Operational reporting
   

4. Commercial performance reports for business divisions branches units and projects
   

5. Ensure client satisfaction by working closely with the operations departments in ensuring customer care and relations are maintained
   

Accountability

The Head of Control Room is accountable to the Country Head of Security Operations for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.

Requirements

Qualifications & Experience

• Bachelor s degree in business management Security Studies statistics or any other relevant field
  

• Minimum Eight (8) years experience in a similar role with at least three years in a management position in the service industry in a labor intensive environment preferably in a control room.
  

• Excellent Computer skills. Experience working with ERP Systems (Microsoft Navision is an added advantage)
  

• Understanding of financial reporting in decision making
  

Competences

• Strong leadership skills with hands-on capability and management style.
  

• Demonstrate a high degree of sensitivity and confidentiality when dealing with internal and external customers.
  

• A go-getter enthusiastic results oriented with excellent interpersonal communication and social skills.
  

• A forward planner with clear focus well-organized detail-oriented and able to multi-task
  

• Have a high sense of accuracy attention to detail and with strong analytical ability.
  

• Business acumen strategic thinker with ability to make sound decisions for the business
  

• Have good numeracy problem analysis and reporting skills;
  

• Strong computer and Microsoft Excel skills;
  

• High moral standing with impeccable integrity; and
  

• Ability to grow support and develop talent within the department