Regional Operations Manager

Position Purpose

The Regional Operations Manager (ROM) has operational oversight of all Certis customer services delivered across the respected State and/or Territory. Manage a team of Client Services Manager’s (CSM) and Roster Liaison Officer’s (RLO), provide direction, support and guidance to these teams ensuring optimal service delivery, contractual outcomes and commercial targets are achieved, while maintaining a compliant and safe workplace. You will also be assigned a portfolio account to manage directly.  

Reporting to the Regional General Manager (RGM) the ROM will be responsible for operations of the state / projects within their State and/or Territory. The ROM maintains existing business in the manner to which they ensure service delivery and operational security are delivered without delay and or compromise. The ROM will help Certis clients to better understand the full potential of Certis services / products and act as liaison between the client and the Certis customer service experience. The ROM is also responsible for collaborating with different Certis divisions / departments to improve customer service delivery programs and enhance customer satisfaction.  

Key Responsibilities

• Actively promote the Certis brand both internally and externally. Understand and demonstrate adherence to the Certis Core Values.
• Lead by example and develop a high performing and cohesive team
• Manage the performance of all staff within your assigned portfolio, including performance management and appraisals.
• Oversee and direct the activities of the Client Services Management team (CSMs) and supporting staff.
• Support the Regional General Manager in leading the Branch to achieve its targets.
• Work closely with the Human Resource Manager to oversee and ensure all HR responsibilities, and recruitment targets are being met.
• Work collaboratively with other State based Regional Operations Managers to facilitate the placement of staff to new appropriate positions when required.
• Assist with the management and negotiation of contractual requirements as required, including scheduled fee increases, changes in scope, and contract execution.
• Contribute to achieving business unit growth through active business development.
• Develop strong business relationships with assigned contract clients and actively seek further business potential through service expansion, additional services and Security + opportunities.
• Manage an assigned portfolio of contracts to ensure efficient and profitable service delivery, in accordance with budget and forecast targets.
• Support the development of Protective Services business opportunities when required.
• Support the sales & tender teams in the development and submission of quotes & tenders, attendance at contract briefs and submission presentations as required.
• Develop a proactive schedule of client meetings for CSMs, yourself and other company managers. Ensure attendance at these meetings and coordinate the attendance of other supporting managers & support staff as required.
• Ensure that appropriate staffing levels are achieved and maintained to support services to each client. This includes direct and Resource Contracted personnel.

Qualification

Mandatory 

• Security Licence for ACT.
• Certificate IV in security and risk management.

Experience

•  
• Operations management experience (minimum 5 years). 
• Effective use of word processing programs and understanding of IT systems for the support of service delivery. 
• Experience with blue collar workforce. 
•  

Skills

•  
• Contributing to team success - Actively participating as a member of a team to move the team toward the completion of goals. 
• Customer focus - Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships. 
• Decision making - Identifying and understanding issues; problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences. 
• Follow-up - Monitoring the results of delegations, assignments, or projects; considering the skills, knowledge, and experience of the assigned individual and the characteristics of the assignment or project. 
• Gaining commitment - Using appropriate interpersonal styles and techniques to gain acceptance of ideas or plans; modifying one’s own behaviour to accommodate tasks, situations and individuals involved. 
• Operational decision making - Relating and comparing data on operational (i.e., day to day) effectiveness from different sources; establishing goals and requirements that reflect organisational objectives and values, including the importance of continuous improvement; securing relevant information and identifying key issues, relationships, and cause-effect from a base of information; committing to an action after developing alternatives based on logical assumptions and factual information taking consideration resources, constraints, and organisational values. 
• Project planning and organising - Establishing courses of action for self and others to ensure that work is completed efficiently. Compiling and executing a Project Management Plan and/or Asset Management Plan. 
•  

Knowledge

•  
• Security Industry Act 2020 and associated Regulations.
• Federal Government tendering process.
• Good working knowledge of appropriate awards and industrial agreements. 
• Security Services Industry Award 2020.
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Workplace Health & Safety

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• Take reasonable care for your own health and safety and the health and safety of other people in the workplace.  
• Comply with health and safety policies and procedures, including the investigation and reporting of hazards and incidents to your manager. 
• Comply with any reasonable instruction related to health and safety.  
• Do not interfere with or misuse anything provided in the interest of health and safety. 
• Understand and reinforce the requirements of HSE to keep our people safe.  
• Meet company HSE requirements. 
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Benefits & Culture

• Friendly and inclusive environment
• Growth and development are supported and promoted
• A discount program where employees, and their family members, can save at over 400 retailers Australia wide
• A well-being program that provides advice about mental, physical, and financial well-being
• An Employee Assistance Program (EAP) that is available to employees and their families
• Cultural diversity is valued and supported
• Emphasis on learning and development, where a state-of-the-art LMS is available to all employees

Diversity Statement

Certis Security Australia promotes diversity in the workplace through our Diversity Inclusion initiative and via our Indigenous partnership with Corroboree Security. We encourage women, Aboriginal and Torres Strait Islander peoples to apply for this role.

Should you apply please be advised that should a decision be made to proceed with your application to the next stage of the recruitment process, it is only at this stage will a member of the recruitment team be in contact with you.

Certis Security Australia Master License

Sydney Night Patrol & Inquiry Co Pty Ltd
•    NSW  400674602 
•    ACT  17501220 
•    QLD 41315 
•    WA  SA48240 
•    NT 345 
•    SA ISL 178143 
•    TAS 3020 

Certis Security Australia Pty Ltd
•    NSW 405149073 
•    ACT  17501742 
•    QLD 3158254 
•    WA  SA 72311 
•    SA ISL 235794 
•    VIC Z05 798 61S
•    VIC Z05 798 40S
•    NT 1093
•    TAS 458596293