Job Introduction:
Manage the provision of quality Electronic Security Systems (ESS) solutions, integrated with the other G4S services
Compliance with legislation, company policies, processes and procedures
Meeting risk needs and security considerations resulting in satisfied customers.
Achievement of budgeted financial targets and business strategy.
Role Responsibility:
1. Define and implement the ESS Strategy
Identify key industry trends and market trends
Identify long term priorities and ensure resourcing is adequate to achieve objectives
Ensure strategy is aligned with the overall G4S Kenya strategy
Analyse and identify key business challenges and identify interventions where appropriate
2. Ensure targeted financial performance
Achieve set Revenue Growth:
Organic Growth achieved against budget
Escalations achieved against budget
Gross Margin Improvement:
Direct Labour control / % improvement
Direct Other cost reduction / % improvement
Contract profitability against budget
Manage profitability of contracts with a focus on maintenance, sustainability, cost effectiveness and labour
PBITA improvement / budget achievement
Overhead cost control:
Overhead % compared with budget
Overhead cost reduction
Number of claims / claim value reduction
Manage cash flow:
DSO management
Debt increase beyond 60 days
Bad debt movement into 180 days
CAPEX spent vs. budget
Progress/ success of new business achieved vs. budget:
Large bid participation
Identification of new customers and business opportunities
3. Design Security Solutions (integrated with other service lines)
Maintain and develop integrated solutions and services
Provision of a customized customer specific solution, based on risk assessment
4. Deliver customer service resulting in customer retention
Ensure that all required formal customer meeting are scheduled, attended and minutes of meetings are documented
Maintenance of positive customer relationships
Meet customer retention targets
Improve the current customer satisfaction ratings year on year
Monitor and review customer satisfaction levels across the division, focusing on the critical areas for each product line
Build a culture of customer awareness and service across the business, to ensure individuals are equipped to make the right decisions.
Actively build networks and influence with relevant decision makers ensuring that the company has an appropriate profile in the market.
Develop and maintain internal relationships in order to foster close working relationships with CSS, MSS and Courier customers.
Develop and maintain external relationships in order to foster close working relationships with all strategic customers.
Review audits and quality assessments, review correction plan in place and implementation plan.
Review management information systems and develop strategy and correction initiatives.
5. Ensure targeted/ contracted operational performance
Achieve targeted Quality Audit rating, correction plan in place and implemented
Conduct and oversee quality controls and inspections (including sub-contractors where applicable)
Manage the maintenance / project process flow and activities that has a direct/indirect impact on the outcome and success of contract
Implement of best practice obtained from other businesses within the Group or external (includes policy alignment)
Manage the effective performance of ESS operations in the National Communications Centre (NCC), CIT, ATM and Cash Processing.
Oversee and audit operational processes and procedures to ensure the best effect and manage changes where required;
Develop & Oversee the operational Quality Assurance Plan and Operations manual for the Division;
Enforce the strict sign-off procedure for operational integrity is executing between Sales and operations, at the beginning and end of Projects;
Liaise with other key functional areas such as Sales, Finance, Logistics and Procurement in order to ensure optimum technology delivery is achieved;
Monitor and control work flow in branches and Project teams
Monitor KPI output on performance of the National Control Centre
Measure and monitor adherence to project deadlines and deliverables
6. Ensure effective and efficient employee management
Employee turnover analysis, proper allocation of employees to work flow and job requirements
Set and agree objectives and performance standards with management team and ensure cascading through the organization as appropriate
Monitor performance and provide feedback
Cost effective utilization of billable hours
Employees’ training needs are identified and have good attendance of scheduled training interventions
Develop a high performing team with a mix of technical expertise and operational awareness.
Maintain good employee motivation levels
Ensure that performance assessments of all employees are conducted, and corrective action implemented where necessary
Ensure that all employees, as required by G4S’s code of conduct and disciplinary code, maintain acceptable standards of behaviour at work
Ensure all disciplinary actions are conducted in compliance with Company policies and procedures
Succession Planning in place, updated and practiced
Hold management team meetings
Accurately and frequently communicate with employees in department
Ensure maximum participation in Employee survey and action planning
7. Ensure the Health and Safety of employees and customers
Demonstrate visible leadership in Health & Safety to attain the goal of zero harm
The Ideal Candidate:
Knowledge and Qualifications
Degree in Business Management or Operations Management
Finance related subjects compulsory
Service Delivery subjects compulsory
Post graduate degrees are advantageous
East Africa market (preference given to Kenya market experience)
Kenya legislation
Technology (ESS) products and services
Risk Assessments
Minimum of 12 years’ experience in Operations Management
Security Industry advantageous
Minimum of 6 years’ experience at Senior Management level
Technical Skills
Financial Acumen
Conflict Management
Negotiation
Bidding and Tendering
Microsoft Word – Intermediate level
Microsoft Excel – Intermediate level (Advance level are advantageous)
Microsoft PowerPoint – Basic level
ERP system(s)
Google suite of products
Behavioural Skills – Leadership
Shaping the market environment
Setting strategic direction
Creating change and innovation
Engaging and inspiring people
Driving superior performance
Simplifying the complex
