Operation Manager

The Operations Manager is responsible for overseeing daily operations of the CCTV and surveillance business, ensuring smooth execution of installations, monitoring services, and maintenance activities.

The role focuses on operational efficiency, service quality, and strict supervision of monitoring staff to ensure continuous attention to CCTV screens and zero security lapses.

Key Responsibilities

Operations & Project Management

• Plan, coordinate, and supervise CCTV installation, monitoring, and maintenance operations

• Ensure all projects and services are delivered on time and within approved budgets

• Coordinate with sales and technical teams for smooth operational flow

Monitoring Operations & Staff Vigilance (Major Responsibility)

• Ensure all CCTV monitoring staff remain fully attentive and focused on surveillance screens during duty hours

• Conduct regular checks, audits, and spot inspections to verify continuous screen monitoring

• Enforce monitoring discipline, SOPs, and shift-wise vigilance standards

• Address negligence, distractions, or non-compliance immediately to prevent security breaches

Team Management

• Supervise, train, and evaluate technicians and monitoring staff

• Prepare duty rosters and shift schedules for monitoring teams

• Conduct performance reviews and recommend corrective actions or training

Quality, Safety & Compliance

• Ensure CCTV monitoring and installations comply with company policies and legal requirements

• Maintain high service quality standards across all operational activities

• Investigate incidents and implement preventive measures

Inventory & Vendor Management

• Oversee inventory of CCTV equipment, servers, monitors, and accessories

• Coordinate with vendors for procurement and cost control

Customer & Stakeholder Management

• Act as the escalation point for operational and monitoring-related client issues

• Ensure service-level agreements (SLAs) are met consistently

Reporting & Process Improvement

• Prepare daily and monthly reports on monitoring effectiveness, staff performance, and incidents

• Improve SOPs to enhance vigilance, response time, and operational efficiency

Key Performance Indicators (KPIs)

• Monitoring vigilance and compliance levels

• Incident detection and response time

• Staff discipline and adherence to SOPs

• Customer satisfaction and SLA compliance