Operations Manager - ATM / Cash in Transit

Job description / Role

- To develop and implement operational strategies in line with the company business plan, enhancing organizational capability as recognized cash experts and solutions providers.
- To continually review and improve profitability, security and management capability throughout the operation of the Cash Solutions. Responsible for assisting in the implementation of the recruitment and selection process.
- To lead and drive the operational performance of the Cash Solutions, in accordance with Hemaya core values, enabling the Cash Solutions to achieve business plan objectives.
- To contribute to the strategic development of the Cash Solutions as a leader and key member of the Management Team, providing challenge and support and participating in business decision making.
- To develop and achieve outstanding quality and customer service, maintaining positive customer relationships and agreed quality and service standards to satisfy customer expectations.
- To drive and inspire the performance and development of people, ensuring that agreed Development Plans and Succession Plans are in place to enable individuals to realize their potential and achieve challenging targets.
- To ensure that agreed organizational policies and practices are applied consistently throughout the operation, ensuring that the Cash Solutions is not exposed to excessive operational risk.
- To continually develop customer, competitor and market knowledge and expertise throughout the operation, to ensure the Cash Solutions can gain commercial benefit.
- To create an environment of positive and favorable employee relations where change and business decisions can be introduced constructively and consistently.
- To actively build networks and influence with relevant decision makers in Government circles, ensuring that the organization is visible and recognized in the market.
- Maintains a high level of customer care (to contractual requirement) by monitoring service levels and ensuring that corrective action as directed by management is taken as appropriate.
- Communicate service activity as appropriate with Customer Services
- Contact customers and liaise with crew operatives reporting on service adherence
- Listen to customers and help to support their needs – using mobile data to pro-actively and tactically monitor trips that are not performing
- Investigating and recommending outcomes of customer claims
- Ensure that the vehicles are ready and primed to load without issue.
- Ensure in adverse weather that the branch is functional
- Ensure at peak periods (am and pm) that the vehicles are controlled efficiently to flow in and out of the vehicle trap.
- Escort and monitor on site contractors to ensure adherence to health & safety regulations
- Health and safety administration – owning areas of responsibility in terms of health & safety and ensuring compliance to company guidelines
- Prepare stores orders for customers in a timely manner and analyze data in a proactive manner to ensure all customers have correct stores at the right time.
- Provide support and administration assistance as an when required around the operational CIT/ATM activity
- Assist with the collation and organization of transport administration
- Ensure all transport records are up to date and conform to transport storage and legal requirements.
- Vehicle scheduling – liaise with branch management to ensure that the correct vehicles are available for trips.
- Liaise with the fleet department to ensure vehicle reliability and good performance.
- Monitor telematics and the balanced scorecard data to analyze driver performance.
- Monitor and analyze fuel usage
- Complete customer site surveys in line with agreed process
- Update and maintain any KPIs as appropriate such as hours monitors and service performance

Requirements

- Minimum Degree Level.
- Fluent in English. Arabic will be an advantage.
- Senior level operational management experience and track record in customer facing multi-site operation, ideally in a global/multinational environment.
- Strong people development and customer service skills and ethos.
- Qualifications can be substituted by relevant Industry Experience
- Senior level operational management experience and track record in customer facing multi-site operation, ideally in a global / multinational environment.
- Eight years of relevant work experience in Cash Solutions Environment.

KPAs:
- Client Satisfaction Rate
- Operational Cost versus Budget
- Leave Days Management
- On Time Service Delivery Rate
- Client SLA Achievement Rate

Skills:
- Proven experience in planning activities and projects well, taking account of possible changing circumstances
- Proven ability to manage time effectively
- Ability to prioritize work and organize workload
- Experience of focusing on customer need and satisfaction
- Experience of training operational colleagues
- Proven experience at making rational judgments from available information
- Accurate data analysis skills
- Clear communication skills both verbally and in writing
- Seeks progression to roles of increased responsibility
- Skilled at Listening, consulting others and communicating proactively
- Accepts and tackles demanding goals with enthusiasm
- Ability to follow instructions from others, procedures and policies
- Eye for detail and accuracy
- Knowledge of the Qatari Labor Law and Qatarization requirements
- Communication skills
- Computer literacy: MS windows applications (word processing, excel, spreadsheets…)
- Fluent in English, Arabic is preferred

About the Company

The multi-dimensional progression of the State of Qatar at both regional and global spheres has fostered phenomenal development of national infrastructure and diversification of business segments resulting into opportunities of human capital development, community service, and professional excellence; thus creating indigenous brands reflecting national heritage and cultural values as Qatari National Organizations. Responding to this mandate, Hemaya Security Services was established in 2005 to cater for the country's safety and security needs, integrating national human resources with global expertise. Over the years, we have progressed in the array of our services and standards resulting in organic growth and creating further opportunities of employment for wider communities, yet preserving the core concept of protecting National Assets by National Saviors, resulting in the pride of being Partners in National Protection.

As a company that is rooted to Qatari customs and ethos, we maintain our exclusivity to employ Qatari nationals at Leadership, Operational Management and as Front Line cadres; duly supported by excellent human and material resources. This unique business model at one end enhances our understanding of our clients' needs and at the other, compliments our approach to innovate bespoke solutions for each client in line with the environment, size and pace of their business.

Hemaya Security Services is making gradual progress into the Private sector in pursuit of its growth strategy while maintaining confidence of the Public sector organizations in the country. At the core of our firm, there are multiple service teams, and each of them specializes in a dedicated area of expertise. Manned Guarding is the current flagship and Technical Solutions will shape the future through our Consultancy Services whilst Cash Solutions manage the lifeline of any business using state-of-the-art resources and meticulous planning.

Vision To be the leading company in providing security services at the regional level, and participate in setting the security industry standards in Qatar.

Mission Providing comprehensive security services, while maintaining high level of competence and professionalism, in order to achieve security and stability in the state of Qatar.

Values - Exceed client's expectations - Work with team spirit - Professionalism and excellence in performance - Honesty and confidentiality - Transparency and credibility