Manager, Security Operations

REQ12297 Manager, Security Operations (Open)

POSITION SUMMARY:

The Operations Manager, Security manages the day-to-day Casino Security Operations, ensuring that the company policies, Security Department Standard Operating Procedures and all regulations required by law are followed and complied. The Security Operations Manager manages, monitors, trains and re-trains the Security Department Personnel.

PRIMARY RESPONSIBILITIES:

• Assist on implementing the business plan as provided by the Director, Security through a wide variety of services
• Assists in the management of staff performance to ensure competence, performance and succession objectives are met. This includes:
• Recognizes and resolves performance issues
• Conducts performance reviews in accordance with company’s Performance Management System
• Recognizes and addresses staff absenteeism issues
• Motivates and leads Security personnel through the provision of high standards of Management and leadership
• Maintains an effective relationship with employees and customers, ensuring relevant information is communicated and incidents are dealt with a professional manner and attitude
• Ensures competence, performance and succession objectives are met
• Liaises with other departments to establish communications and maintain great rapport
• Plans and establishes systems and procedures to improve efficiency and the effectiveness of service delivery, to both internal and external customers, consistent with MELCO’s visions and values
• Supports and in conjunction with Technology team, monitors the operation of Security systems
• Keeps abreast of technical development, recommends new technology which ensures best practice and/or improves the effectiveness of the operations
• Reviews company and department policies, procedures and internal control manuals to ensure compliance and recommended changes to improve work practices and/or better meet the needs of the business
• Represents management in the handling of customer complaints and ensures issues are dealt with an efficient and effective manner
• Makes assessments and if needed, conducts investigations regarding internal issues of the department, keeps the Director, Security informed of the progress of any internal investigation if needed, and presents recommendation reports based on evidence collected
• Works closely and shares intelligence with Corporate Investigations and Surveillance departments for protecting the company assets
• Assists the Surveillance department in regards to related cases such as counterfeit, cash/chips, scam and/or fraud and if needed, assist the Investigation department during the investigation process
• Maintains a basic human resources plan which addresses the needs of Security in the areas of training and development, performance and self-management and reward and recognition of recourses
• Leads and manages Security Personnel to ensure high standards of performance and behaviour, develops team commitment and manages team performance
• Implements action plan for Security Operations across MELCO properties in Cyprus which complies with the legislative requirements and ensures achievement of budget conscious approaches and key performance indicators
• Adheres and complies with all company policies and procedures
• Undertakes tasks as required by the Senior Management
• Maintains security requirements of event plans, by assisting with security risk assessments and event planning preparations
• Reports accidents, injuries and unsafe work conditions to superiors and relevant departments due to Health & Safety regulations

KEY PERFORMANCE INDICATORS:

Business Plan targets are met, including:

• Statutory and departmental regulations are complied
• Performance reviews of staff are conducted on time
• Departmental and individual absenteeism levels are managed
• Incidents reports and debriefs are conducted in a timely manner
• Community reputation
• Operational effectiveness
• Customer service standards
• Reports statistics and information relating to the operational areas of the department

QUALIFICATIONS:

Experience

• Minimum of three-year Security Operations Management experience as a Shift manager and/or Acting Shift Manager role; or other demonstrated high-level Security Management experience in casino operations
• Excellent verbal and written knowledge of English and Greek
• Demonstrated capability of supporting business plans and the achievement of the Security department objectives, particularly customer service objectives
• Experience in the implementation of procedures
• Experience in identifying, responding to and reducing incidents of theft, assaults, vandalism, disorderly conduct and all other illegal and undesirable activities
• Demonstrated ability to monitor, evaluate and modify the quality and consistency of service by employees to continuously meet and improve service standards
• Experience in managing daily shift operations ensuring compliance with all statutory requirements and organizational policies and procedures
• Experience in managing staff, particularly teams ensuring that all people planning requirements including recruitment, training, deployment, development and performance management of staff
• Experience in coordinating evacuation and disaster recovery processes including coordinating a response to fire alarms
• Experience in liaising and cooperating with law enforcement and emergency services authorities
• Extensive knowledge of Responsible Gaming and Self Exclusion policies
• Knowledge of the regulations as set by the Cyprus Gaming Commission

Education

• Security qualifications will be considered as an advantage

Skills/Competencies

• Displays a high commitment to delivering and improving customer service
• Encourages team spirit
• Ability to achieve and maintain responsible gaming ambassador qualification on an annual basis

PERSONAL COMPETENCIES

• Ability to work shifts in a 24/7 operation and stand for long periods
• Motivated to adapt to a dynamic, fast paced and crowded environment
• Is trustworthy, well presented, outgoing and self-motivated
• Demonstrates a high commitment to delivering results
• Achieves agreed objectives and accepts accountability for results
• Displays the highest level of integrity