General Description
The position of Operations Manager reports to a Regional Managing Director and manages the security functions and the security staff of client locations and supervises the activities of the Security Director(s) in his/her region. The Operations Manager assists with the safety and security efforts of his/her client locations in his/her region 24 hours a day, seven days a week. The Operations Manager supports the maintenance and compliance with each of their property’s security and emergency plans. The Operations Manager oversees the security budget and KPIs of his/her client property(s) and supervises other Security Directors in managing their respective budgets. The Operations Manager makes major decisions regarding the functioning of the Security Department on his/her client properties in coordination with Corporate Management and property management. He/she is also responsible for overseeing major decisions made by Security Directors under their supervision.
The following position description categories and the sub-categories are normal for this position. These descriptions are not to be considered as exclusive or all-inclusive for all requirements of this position. Other duties and responsibilities may be required or assigned.
1. Manage security operations to maintain security standards; support the creation of a reasonably safe and secure environment within client guidelines and resources for merchants/tenants to conduct business and visitors/customers to shop or conduct business; and to support security requirements of all Chesley Brown locations in his/her region.
- Develop and implement strategic planning with the Security Director for each client property.
- Provide timely and regular communications with Corporate Management concerning strategic planning, security operations, security plans, security functions and security activities at each property in his/her region.
- Direct and coordinate Security Directors at each client property to ensure compliance with Chesley Brown philosophy and site-specific directives, orders, assignments, activities, site emergency plans and security plans.
- Communicate and work with the Security Director and client management at each property in his/her region to obtain input concerning security operations, problems and concerns for the client property.
- Provide security advice and support to the Security Director and property management associated with each client’s property in his/her region as appropriate.
- Analyze security requirements of each security program in his/her region and recommend changes to the security and emergency plans as appropriate.
- Approve leave time for Security Directors and ensure proper coverage is in place in their absence.
- Ensure that Security Directors in his/her region establish and maintain an accurate crime and incident-reporting system in compliance with established reporting requirements. This reporting system will include a review and retrieval process for reporting major incidents to corporate management and client management.
- Be knowledgeable of crimes and incidents that occur at all locations in his/her region; and ensure that Security Directors produce reports that depict time, date, and type of incident. Maintain crime and activity statistics on each client’s property and ensure that Security Directors prepare monthly and/or weekly reports detailing the statistics and a summary analysis.
- Communicate with Security Directors concerning the investigation of major incidents at each property.
- Ensure that each Security Director maintains current Chesley Brown Standard Operating Procedure Manuals/Info, Chesley Brown directives, memos, employee handbooks and various reference and/or informational materials.
- Prepare and submit complete and accurate reports as dictated by Chesley Brown Corporate.
- Supervise and assist each Security Director under his/her command in developing and implementing security plans for daily operations, special problems, special events and emergency contingency plans for all types of disasters, both man-made and natural for each client property.
- Perform other related duties as dictated by Chesley Brown Corporate.
2. Staff, direct, and develop Security Directors to ensure Chesley Brown security standards are maintained and that security operations are carried out efficiently and effectively at each client property in his/her region.
- Recruit, select, hire, train, and evaluate Security Directors.
- Accurately complete in a timely manner all employment actions and personnel documents for newly hired and existing Security Directors.
- Make site visits and perform inspection of each Security Director and his/her work site to ensure compliance with uniform dress code rules and Chesley Brown rules and regulations.
- Initiates and manages communications with Security Directors to receive information on the current operational status of each location’s security function.
- Manage Security Directors to ensure that all officers successfully complete the required state-mandated training, site specific training and Chesley Brown training.
- Assist the Security Director in preparation of the security budget and communicate with Chesley Brown Corporate management and client management to produce written budgets for the client security program.
- Perform other related duties as dictated by Chesley Brown Corporate.
3. Provide leadership and supervision for Security Directors to develop, recommend, and implement innovative security programs that will enhance security operations and improve safety and security at each client’s location.
- Assist Security Directors in establishing interdepartmental contacts with outside agencies, companies, vendors, and experts to assist in formulating proactive security programs and plans.
- Monitor Security Directors to ensure attendance at client management meetings, tenant meetings and community meetings.
- Perform other related duties as dictated by Chesley Brown Corporate.
Make decisions within established Chesley Brown policy and practices. Decide when to seek approval/advice from Corporate for exceptions, new situations, and/or security operational problems. Examples of broad-based decisions made on a routine basis are; recruiting, hiring, training, discipline and performance appraisals for Security Directors.
- Monitor the activities of Security Directors and make recommendations for improved performance
- Monitor the decision-making abilities of Security Directors to determine if they are making good, sound decisions.
- Use the disciplinary process to correct inappropriate behavior, correct decision-making deficiencies or improve performance of Security Directors.
- Monitor Security Directors to ensure that they manage expenditure within the security budget.
- Perform other related duties as dictated by Chesley Brown Corporate.
1. Manage security operations to maintain security standards; supporting the creation of a reasonably safe and secure environment within client guidelines and resources for merchants to conduct business and customers to shop; and to support security requirements of the location.
- Direct and supervise the security supervisors and staff to abide by Chesley Brown rules, regulations and directives while in the performance of his/her duties.
- Communicate and work with client management to obtain input concerning security operations, problems and concerns for the client property.
- Provide security advice and support to other tenants, visitors, customers, departments and merchants associated with the client property as appropriate.
- Analyze security requirements and recommend changes to the security and emergency plans as appropriate.
- Establish and maintain positive, open communications with the property manager, local law enforcement agencies, fire services, patrons, merchants, and employees.
- Supervise security personnel in scheduling appropriate security officer deployment, ensuring maximum coverage with available resources.
- Monitor security radio channels and be able to communicate effectively and coherently over the two-way radio when on site.
- Answer the telephone; provide information, advice and guidance; take or relay messages and/or directs calls to the appropriate personnel; and return calls if necessary in a timely manner.
- Respond to questions, complaints and requests by telephone or in person from client management, merchants, tenants, customers, visitors, employees and/or Chesley Brown Corporate Management.
- Manage the court appearance requirements of subordinates by communicating with law enforcement and court personnel to ensure his/her appearance in court.
- Respond to and supervise the investigation of major incidents.
- Review and approve written work documentation generated by subordinates. Make corrections to the written work as appropriate.
- Maintain files and records of all reports, forms, requests, complaints, memoranda, statistics and all other information that potentially requires archiving.
- Develop and implement security plans for special problems or major events at the client property.
- Develop and implement security plans for natural and man-made incidents.
- Develop and maintain an efficient inventory management system for all supplies and equipment.
- Perform other related duties as dictated by Chesley Brown Corporate.
2. Staff, direct, and develop security personnel to ensure security standards are maintained and that security operations are carried out efficiently and effectively.
- Ensure recruiting, selecting, hiring, training, and evaluating security personnel is in good standing and practice.
- Perform inspection of personnel to ensure compliance with uniform dress code rules and regulations.
- Perform inspection of Chesley Brown issued equipment and motor vehicles to ensure compliance with rules and regulations.
- Manage and supervise the security officer-training program, ensuring that all officers successfully complete the required state-mandated training.
- Manage and supervise the ongoing in-service training of the security staff utilizing the training material, outside resources, and guest trainers.
- Manage and direct personnel problems in accordance with established Chesley Brown discipline policy.
- Perform other related duties as dictated by Chesley Brown Corporate.
3. Develop and train security personnel to ensure qualified personnel are identified and developed for future supervisory and director positions.
- Evaluate and select security personnel for promotion into supervisory positions.
- Manage the ongoing in-service training of the security supervisory staff, utilizing the training materials and outside resources.
- Perform other related duties as dictated by Chesley Brown Corporate.
4. Develop, recommend, and implement innovative security programs that will enhance security operations and contribute to overall client location safety and security.
- Establish interdepartmental contacts with outside agencies, companies, vendors, and experts to assist in formulating proactive security programs and plans.
- As required or requested, attend client management meetings, tenant meetings and community meetings to provide security expertise that may be required to develop crime prevention programs or activities for mutual benefit.
- Perform other related duties as dictated by Chesley Brown Corporate.
Make decisions within established policy and practices. Decide when to seek approval/advice from the Chesley Brown Corporate for exceptions, new situations, and/or security operational problems. Examples of broad-based decisions made on a routine basis are; recruiting, hiring, training, security officer deployment and performance appraisals for the security staff.
- Respond to serious in-progress incidents and immediately make sound decisions.
- Provide timely notification of serious events and incidents to Chesley Brown Corporate
- Manage expenditure within the security budget.
- Perform other related duties as dictated by Chesley Brown Corporate.
- Has thorough knowledge of security operations and functions.
- Has thorough knowledge of Chesley Brown philosophy, principles, practices and procedures.
- Has a general knowledge of state law and local ordinances that affect the operations at the client property.
- Has general knowledge of security terminology, principles, methods and procedures utilized at the client property and within Chesley Brown.
- Has the knowledge to perform security operations and provide the security staff with specific plans, policies and procedures to achieve objectives.
- Has the knowledge to keep updated in changes in policy, methods, operations, equipment, and other factors that are associated with security operations and activities.
- Has general knowledge of safety practices, procedures and equipment.
- Has the ability to supervise, direct and coordinate the work and activities of subordinates.
- Has the ability to exercise independent and sound judgement and discretion in handling emergency situations by determining the procedures to be followed according to the priority dictated by the correct resolution of them in accordance with established standards.
- Has the ability to remain calm in emergencies and/or life-threatening situations.
- Has the ability to use precautionary measures when dealing with potentially dangerous suspects.
- Has the ability to effectively communicate and interact with supervisors, subordinates, client property managers and employees, tenants, customers and other personnel that he/she may encounter in the client security operation.
- Has the ability to gather and organize information and be able to produce detailed written reports and documents in a clear, concise and effective manner.
- Has the ability to keep current on changes in state law and local ordinances that may affect operations at the client property.
- Has the ability to use various types of mathematics to produce accurate results to calculations required for the operation of the security department.
- Has the ability to read, comprehend and interpret written reports and related materials.
- Has a good working knowledge of language, sentence and paragraph structure to produce quality reports, memos and other required documentation.
- Has the ability to present a pleasant, well-groomed appearance and displays a friendly and helpful personality.
- Has the ability to perform security audits of the client property.
- Has good organizational and human relations skills.
- Has good public speaking skills to present informational and crime prevention programs to clients, tenants and customers.
- Has well-developed interpersonal relationship skills.
- Has good problem identification and solving skills.
- Has the knowledge, skills or abilities necessary to perform other related duties as dictated by Chesley Brown Corporate.
Qualifications, Training and Experience
- High school diploma required. A GED will not be acceptable.
- A bachelor’s degree from a four-year accredited university, or a two-year degree from an accredited university and an equivalent combination of training and experience which provides the necessary knowledge, skills and abilities that would equate to a four-year degree.
- Previous security in a supervisory capacity or law enforcement experience.
- Possession of a valid driver’s license.
- No criminal record and can pass a background check.
ADA Minimum qualifications or standards required to perform the essential position functions.
Physical Requirements:
- Must be physically able to operate a variety of job-related machines and equipment. Must be able to use body members to work, move or carry related objects or materials. Must be able to exert up to one hundred pounds of force occasionally, and/or up to fifty pounds of force frequently. Physical demand requirements are at levels of those for active work.
- Must be able to lift and/or carry weights of fifty to one hundred pounds.
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Must be able to drive and operate a motor vehicle to meet the standards and requirements of Chesley Brown.
Data Conception:
Requires the ability to compare and/or judge the readily observable functional, technical, structural, compositional or identifiable characteristics (whether like or divergent from obvious standards) of data, people, or things.
Interpersonal Communication:
Requires the ability to speak and signal to people to convey or exchange professional information.
Language Ability:
Requires the ability to read a variety of professional, technical and administrative documentation, directions, instructions, methods and procedures related to security work. Requires the ability to write reports and essays with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.
Intelligence:
Requires the ability to learn and understand subject matter principles and techniques; to make independent judgments in absence of supervision; to acquire and be able to expound on knowledge of topics related to primary occupation.
Verbal Aptitude:
Require the ability to record and deliver information such as in public speaking situations, to explain procedures and/or to follow verbal and written instructions.
Numerical Aptitude:
Requires the ability to utilize mathematical formulas; add and subtract; multiply and divide totals; determine percentages; determine time and weight; and interpret as may be appropriate.
Motor Coordination:
Requires the ability to coordinate body members in utilizing job related/security equipment (i.e., motor vehicles, handcuffs, office equipment, patrol management equipment, etc.) and in the physical act of performing security operations mechanics.
Interpersonal Temperament:
Requires the ability to interact with people (i.e. staff, supervisors, the public, and client management) beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with an emergency.
Manual Dexterity:
Requires the ability to handle a variety of office/security equipment items, control knobs, switches, etc. Must have the ability to use one hand of twisting motion or turning motion while coordinating the other hand with different activities. Must have eye/hand/foot coordination.
Physical Communication:
Requires the ability to speak (talking, expressing, or exchanging ideas by means of spoken words.), hear (hearing, perceiving nature of sounds by ear) and signal (using body members).
The Operations Manager, reporting to a Regional Managing Director, is responsible for overseeing all security functions and staff across multiple client locations within a designated region. This role involves supervising Security Directors, ensuring 24/7 safety and security efforts, and maintaining compliance with security and emergency plans. Key responsibilities include strategic planning, managing security budgets and KPIs, and making significant operational decisions in coordination with corporate and property management, while also overseeing decisions made by the supervised Security Directors.
Core duties involve directing Security Directors in security operations, incident reporting, and budget management, as well as recruiting, training, and evaluating them. The manager also develops and implements innovative security programs and ensures effective communication with clients and external agencies. Essential qualifications include a high school diploma (GED not accepted), a Bachelor's degree or equivalent experience, prior security supervisory or law enforcement experience, a valid driver's license, and a clean background. The role demands strong leadership, communication, problem-solving skills, and the physical ability to perform active security work.
