Head of Operations at Bemil Nigeria Limited December, 2023

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.