Security Operations Manager

Job Title: Security Operations Manager

Department: Operations

Reports To: General Manager

Location: Hyderabad

Job Type: Full-time

Job Purpose

The Security Operations Manager is responsible for overseeing, directing, and optimizing the day-to-day security operations of the agency across multiple client sites. This role ensures the seamless delivery of high-quality security services, manages field personnel (security guards, supervisors, and mobile patrols), maintains strict compliance with security laws, and fosters strong, long-term relationships with agency clients.

Key Responsibilities

1. Operational Management & Deployment

• Oversee daily security deployments, ensuring all client sites are optimally staffed according to contract service level agreements (SLAs).
• Manage roster schedules, attendance tracking, and emergency back-up deployments for security personnel.
• Conduct regular, unannounced site audits and night inspections to ensure guards are alert, uniformed, and adhering to agency standards.
• Supervise the agency’s 24/7 Control Room/Command Center operations.

2. Client Relationship & Retention

• Act as the primary point of contact for clients regarding operational performance and security concerns.
• Conduct quarterly or monthly security review meetings with clients to assess satisfaction and address feedback.
• Perform comprehensive Risk Assessments and Site Security Surveys for new and existing clients, recommending customized security blueprints.

3. Workforce Management & Training

• Lead, mentor, and evaluate Field Supervisors and On-Site Security Commanders.
• Collaborate with the HR/Recruitment team to interview, onboard, and vet potential security personnel.
• Design and execute training programs covering physical defense, customer service, emergency evacuation, fire safety, and first aid.
• Manage disciplinary actions, grievances, and conflict resolution among security staff.

4. Incident Response & Crisis Management

• Serve as the escalation point for major security breaches, medical emergencies, or critical incidents at client locations.
• Coordinate directly with local law enforcement, fire departments, and emergency medical services during crises.
• Lead post-incident investigations, analyze root causes, and submit detailed Incident Reports to executive leadership and clients.

5. Compliance & Quality Assurance

• Ensure the agency complies with all local, state, and federal private security regulations (e.g., licensing, labor laws, and background checks).
• Maintain accurate operational records, incident logs, and guard performance metrics.
• Oversee the maintenance and proper allocation of agency equipment, including uniforms, communication devices, patrol vehicles, and surveillance gear.

Key Performance Indicators (KPIs)

• Guard Attrition & Turnout Rate: Minimizing unexcused absences and maintaining a 98%+ shift-fill rate.
• Client Retention Rate: Maintaining high satisfaction scores and renewing client contracts.
• Incident Response Time: Meeting or exceeding SLA response targets during emergencies.
• Audit Scores: Achieving passing or exemplary scores during internal and client-driven security audits.

Job Requirements & Qualifications

Experience & Education:

• Bachelor’s Degree in Criminal Justice, Business Administration, Security Management, or a related field (preferred).
• Minimum 5–7 years of progressive experience in the private security industry, with at least 3 years in a supervisory or managerial role within a security agency.
• Ex-military or law enforcement background is highly preferred.

Skills & Competencies:

• Leadership: Proven ability to manage, motivate, and discipline a diverse workforce of security guards.
• Crisis Management: Calm under pressure with sharp decision-making skills during high-stress situations.
• Communication: Exceptional verbal and written communication skills for client relations and incident reporting.
• Tech-Savvy: Familiarity with workforce management software (e.g., TrackTik, GuardMetrics), CCTV systems, access control, and MS Office Suite.
• Flexibility: Willingness to be on-call 24/7 for emergencies and work irregular hours including weekends or holidays if required.
• Clean Record: Must pass a comprehensive criminal background check and drug screening, and hold a valid driver’s license.