Job Description
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Client Relationship Management:
- Ensuring existing clients are satisfied as well as gaining and using feedback
- Effective governance and quality assurance of standard processes.
- Maintain and managing existing clients companies or individuals
- Researching industry trends and providing advice to Directors about client strategy or new sales opportunities
- Acting as a point of contact for complaints and escalating issues as appropriate
- Ensuring that the terms of a contract are adhered to by both the company and clients.
Problem Solving and Conflict Resolution:
- Manage and mitigate complaints from clients, while also providing a safe, disciplined and decent environment for staff
- Ensure that the clients is served, by maintaining effective safeguards in line with public protection.
- Identify, manage and mitigate, and review potential risks (operational, financial, reputational, compliance, and knowledge and people); and contribute to, support and develop the management of the guard’s risk management framework and process.
Operational Planning and Execution:
- Understanding and helping to meet the targets and aims of the client.
- Deliver the agreed performance and contractual targets on time and within budget, and use the contract change process to identify and resource new work.
- Responsible for the performance tool and contractual performance indicators delivery.
- To create an environment that supports a rehabilitative culture through effective team working with senior leader colleagues.
Management and Leadership:
- To be an innovative and strategic member of the senior leadership team.
- Engage effective personal and functional communication, internally and externally, to deliver your accountabilities and to promote the company as provider of choice.
- Promote the strict guarding concept through full compliance with relevant legislation, policies, decisions, and standards, particularly with regard to protection of lives and property, and equality and inclusion.
Financial Management:
- Action the agreed functional elements of the business plan on time and within budget.
- To chair / co-chair relevant meetings while also giving presentations to clients about products or services when necessary.
- Conduct investigations, disciplinaries, grievance hearings and appeals in accordance with company policies and procedures
Quality Control and Training:
- To monitor, review and oversee implementation of the security procedures and processes.
- Effective and timely analysis of data to inform learning and continuous improvement.
- Lead, deploy, develop, and engage staff efficiently and effectively to meet the functions’ work and skills’ requirements, and to contribute to guarding succession planning process.
- Review and develop strategy and functional policies and procedures to deliver continuous improvement within the contractual and financial frameworks; and contribute to, support and develop those of the prison as a whole.
- Continually ensure review the skills and competencies of the team, addressing issues proactively.
Qualifications and Requirements
- Bachelor’s Degree in Business Management, or a related field (Master’s degree is strongly desired).
- Substantial experience as a head in Client relations and customer service is crucial.
- Candidates should typically have at least 10-15 years of relevant experience, with a proven track record of progressively responsible roles.
- Experience in roles such as Head Operations, Client relations, Customer services etc
- Security certification is an added advantage
- Strong attention to detail and accuracy.
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal abilities.
- Ability to work independently and as part of a team.
- Organizational and time management skills.