Operations Manager-Security Services Retail and Hospitality

We are currently recruiting for an Operations Manager to join our Security Services team in Dubai.

Scope:

The Operations Manager – Transguard Security Services manages and operates day to day operations within their specific operations sections, focusing on required BU & client needs.

Normally we will manage a headcount of 10000+ staff. Responsible for smooth delivery of services and as per agreed SLAs and KPIs to valued clients. Transguard Security Services Operation Manger to meet the expectations of the customers, whilst fulfilling all the Company procedures and requirements.

To lead the operations team as well as guide and support coordinators, site supervisors, developing site SOPs and site assignment with making sure the quality standards, contractual deployment, revenue management, billing and ensure no commercial penalty to the business as well ensure full compliance of SIRA Regulations to avoid any violations and penalty.

Financial:

• Maintain and run monthly budgets and P&L accounts for all division contracts, including issuing invoices and recording expenditures such as local orders.

• Revenue forecasting and capturing all billable positions’ revenues.

• Respond to client queries related to invoicing and commercial matters.

• Ensure all licenses are up to date, manage renewals, and ensure deployed staff are licensed.

• BU forecast and handling arrivals.

• Asset management, including maintaining GuardTek and radios.

Process:

• Overall accountability for contract service delivery, performance, quality assurance, and KPI achievement.

• Responsible for day‑to‑day communication with clients on service delivery, scope, KPIs, and SLAs.

• Arrange weekly/monthly client meetings, record minutes, circulate actions, and track follow‑ups.

• Address and resolve contractual breaches or complaints with support from operations coordinators, DOC, and SOC.

• Conduct monthly site visits and provide feedback to Account Managers and teams.

• Proactively carry out site audits and validate TGSS needs and requirements.

• Adhere to internal processes, Group Policies, BU rules, and CSR objectives.

• Oversight of SIRA expiry and training plans.

• Interface regularly with SOC and support operational control processes, including contract performance audits.

• Maintain high standards while operating TGSS vehicles and comply with UAE driving regulations.

• Handle BU champion responsibilities (ICT, Transport, ESP, IBSC).

Customer:

• Serve as the primary point of contact for clients regarding service delivery and contractual obligations.

• Manage client expectations and ensure alignment with agreed SLAs and KPIs.

• Facilitate regular client meetings and ensure transparent communication.

• Resolve client complaints and contractual issues promptly and professionally.

• Provide consistent site‑level engagement through visits and feedback loops.

Innovation:

• Lead initial project planning, including logistics, sourcing, recruiting, and equipment/machinery requirements.

• Focus on continuous improvement savings and discuss cost‑saving ideas with Senior Managers.

• Support and participate in developing and implementing departmental goals and objectives.

• Drive improvements through proactive audits and validation of operational needs.

Selection Criteria:

• Minimum of 5 years experience in the industry in which at least 2 years’ experience in security operations.

• Higher Secondary or university Degree with attestation from home country and UAE MOFA, and should be in the possession of SIRA Manager License.

• Reporting skills

• Performance Management

• Planning

• Staffing management

• Strong briefing and coaching ability

• Leadership skills

• Conflict Resolution

• Critical Thinking

• Effective Communication

• Customer Service Orientation