Operations Manager Responsibilities

1. AREA MANAGERS RESPONSIBILITIES
1. Purpose
The purpose of this document is to record the Area Manager responsibilities
2. Scope
The procedure contains a summary of duties which an Operations Manager should
execute whilst managing the sites according to the site procedures
3. Responsibilities
This document records the responsibilities of an Operations Manager.
Main Objectives
Profitability
1.Wages – posting sheets vs. roistering vs. invoicing
2.Cost comparisons per individual site (60 – 64 %)
3.Over posting budget – set, agreed to and followed
4.Breakdown of a detailed cost analysis to run all sites
5.Km’s traveled to be controlled – this will control petrol & maintenance
6.Communication cost – cell / Telkom / radio’s
Income
1.Increases based on costs – wage / service
2.Intelligent action
3.Look at nodes of turnover / profitability – grow where we are profitable
4.Sales and growth initiatives
Communication
1.24 hr turn around

2. 2.E-mail confirmation on all that is requested / confirmed / implemented
3.Tasks to be monitored – start and finish dates
4.Post office channel to be followed
5.Site visit report back document to be implemented – tells us what was
done on that site visit
6.Empower and strengthen our site manager base
7.This is a Para-military environment – lets not take this to far, but lets
instill discipline again
8.Ownership must be taken of the site manager by area manager
9.Promote from within 1
st
………………………
a.Key performance areas
The Area Manager of the general security services should ensure:-
·A security and loss control service that meets the requirements of the
client
·The provision of trained, equipped, motivated and well managed
personnel
·The development of Quality Management systems designed to ensure
continuous improvement and meets the requirements of the SABS code
of practice.
·As part of the sites visit standards the site should also be visited regularly
and a minimum of 3 visits dayshift per week and 2 visits nightshift per
month are required. On visit to the site, an entry must be made in the
Occurrence Book of what has been done during the visit.
·During a visit to the site, the Operations Manager must ensure that the
security officers have performed their duties in accordance with the site

3. procedures. Should problems be detected it must be resolved or if it
cannot be referred to the top management or the client.
·Daily liaison must take place with the client and a formal recorded client
visit will be required monthly and copies of minutes sent to the top
management.
·One formal client meeting must be scheduled to take place monthly with
the top management accompanying him at least once every two months.
Minutes must be kept with the administrator.
·Investigation of all client requested issues, how important it might seem.
A written report of all investigations must be provided within 24 hours to
Administrator. A copy of the report must be filed on site and a copy must
be sent to the top Management for recommendations. The final original
reports are presented to the client.
·Delivery of invoices by the 20
th
of a month
·Collection of cheques as informed by head office to do so. This is very
important to bank all of this as soon as possible.
b.Employee Management
·Personnel should be managed in such a manner that staff turnover is
reduced to a minimum.
·Ensure disciplinary code and procedures are used in all instances where
disciplinary action is required. Taking the employees rights in
considerations part of the Disciplinary Code.

4. ·Removal of security officers from probation after a minimum period of
three (3) pay cycles.
·Not more than five (5) percent of employees to be on leave at the same
time.
·Company promotion policy strictly adhered to. No promotion may take
place without consultation with the top management.
·All rotation from sites to be discussed with the security officers involved.
·Ensure that all pay queries are handled as soon as possible as per pay
query procedures.
c.First thing in the morning
·Be in contact with the site to see if there are any client requests, or
incidents which require attention. (The operations manager is
responsible for attending all incidents during his standby duties as well
as generating a detailed incident report that must be forwarded to clients.
·Check that your site was visited during the night and at what times.
·Check that your site made the required hourly situation reports.
·Identify any problem areas that require attention and make notes in your
own personal diary as to what action you wish to take.
·Check you diary
·Peruse posting sheets

5. d.Read the occurrence book
Read through the Occurrence book initialing any areas that are for your
attention and make notes in you diary as to what action you wish to take.
e.Area Supervisor/Control Room Report
·Read the supervisory register entries which relate to you site.
·Read through the reports and, when necessary, make an entry in your
diary of any incident or report that requires your follow-up or action.
·Ensure that all instructions are written down for the deployment operator
in the Occurrence book as well as the Instruction Book.
·Follow up and take the necessary steps regarding awol’s as per awol
report within 24 hours of misconduct.
·Ensure you brief/debrief with your area supervisor every shift
·Provide feedback to top management on a daily basis on patrol systems
discrepancies
·Provide feedback to top management on a daily basis on tracker reports
discrepancies
·Provide feedback to top management on a daily basis on Hourly
Situation Report discrepancies
f.Administration
Amongst administration matters which will require your attention, are:-
·Processing applications for leave

6. ·Discussing with the shift leaders any leave authorized together
with resulting roster changes.
·Applications for advances on wages
·Disciplinary matters
·Pay queries
·Client queries
·Security officers queries
·Uniform replacements
·Uniform requirements
·Resignations/dismissals/desertions.
·Processing of out standing matters in the Occurrence book
·Recording of statistical data
·Write up minutes of any meetings that have been held during the
day
·Make alterations of any site procedures and put through for
typing
·Read through any internal mail marked for your attention
·Follow through on outstanding matters in your diary crossing
through items that you have cleared
·Ensure duty rosters available on your sites before 16
th
every
month and updated daily

7. ·Compare posting sheets with dummy pay slips and submit it in
time for payroll to process.
·Comply with the company procedures when dealing with:
1.Admin
Control of Records
Document Control
Implementing Corrective Actions
Internal Audit. Update the audits monthly
2.Debtors
·Casual Guarding
·Invoicing
·Opening new Client
·Termination of Site
3.Firearm procedure
·Update firearm audits on weekly basis
4.Fleet management
·Complete weekly inspections
5.Investigations
·Customer Complaints Incidents
6.Logistics
·Equipment Control
·Suppliers Selections

8. ·Uniform and Equipment
7.Managerial Visits and Meetings
·Operations department Schedules and task lists
·Outstanding issues and deadlines
8.Payroll
·Easy Roster
·Upgrades/Terminations/Resignations
·Posting sheets
·Pay slips
·Personnel files
·Provide weekly feedback on payroll reports
9.Sales
·Purchasing
·Site start-up
10.Technical
·Liaise with top management regarding any
installations .
g.Area Manager
Briefing with the top Management and discuss any outstanding problems
regarding your sites and to take his instructions. Ensure that all
instructions taken are written up in your instruction book.

9. Submit weekly report to top Management in the weekly operations
meeting
Attend formal operations meeting with all supervisors and controllers
according to the weekly schedule to discuss concerns
h.Visits to the posts
·The number of visits required of you to each of your posts should be
governed by your agreement with your client as laid down in your site
instructions. In broad terms the number of visits required of you is directly
proportional to the efficiency and performance of the security officer on
site.
i.Debrief the shift leaders
·Have a short debrief with your shift leaders as to any problems being
experienced. Encourage them to prepare for the weekly supervisor
meetings every day by having them write down what they want to
discuss – particularly about the manpower onsite. Any points raised that
require follow up should be written up in your diary.
j.Check the Occurrence Book
Read through the Occurrence Book paying particular attention to :-
·Shift change procedures, specifically site equipment

10. ·Record of security officers coming on and off duty entered in the
Occurrence Book/Attendance Register.
·The posting of the security officers and the way it is recorded
·The manner in which patrols are recorded and whether good information
is brought back
·The recording of incidents
·The Area Supervisor visits especially at night and what checks are
recorded in the Occurrence book as having been made.
·Any use of Tipp-ex, crossing out or torn out pages.
·Recognize that the Occurrence book should be a record of everything
that takes place on site. If you don’t show that it is important, don’t be
surprised if that becomes the attitude of all the security officers.
k.Check the Instruction Book
·Check to see if any new instructions have been given by the client.
·Request clarification if necessary, and make a note in your diary, if you
require any follow-up with the client.
·Where necessary, note which part of the Site procedures needs updating
and that you require to follow through with the update.
l.Check the Supervisory Register
Check to see that the Supervisory Register has been signed by all Area
Supervisor visiting and Managers. Pay particular attention to:-

11. ·The times of the visits i.e. are the Area Supervisor visits always
around the same time.
·The duration of the visits
·What function did the Area Supervisor visiting or managers fulfill
during their visits?
m.Check Attendance Registers:
Make sure that the Attendance Register reflects that:-
·All Security Officers have signed the register on arrival or
departure
·The times of arrival and departure of security officers are noted
correctly
·Stand fasts and late for duty are reflected confirming that the
hours worked are correctly shown
·Any overtime is shown correctly
·There is no use of Tipp-ex
·Where a late for duty or stand fast has occurred, make sure the
two balance out and check to see that the shift leader
(weekends) has stood fast where there is a late for duty or
absent without leave
·Make a note in your diary to follow up with the Area Supervisor
on overtime and point deductions and additions
n.Check duty rosters

12. ·Ensure that the duty roster on site is correct and up to date and,
if necessary, make manual alterations until such time as the
updated duty roster can be brought onto site
·Ensure you comply with the standby duty roster
·Ensure during standby duties you comply with the following:
Inspect supervisors and controllers before shift
change
Inspect vehicles before shift change
Inspect standby guards before shift change
Peruse internal instruction register and brief
controllers and supervisors on new instructions
Ensure all deployments are done according to
requirements
Report posting status to Regional Manager after
all sites are covered
Attend to all incidents on weekend standby
duties in the branch as a whole and submit
incident reports to the effect
Attend to all Client complaints
Do some spot checks on some sites during your
standby period
o.Check the standards

13. Check that the Standards are being completed and are up to date. Whilst most
procedures are straight forward, you should bear the following in mind when
going through the Standards:-
Approval
Check that all new security officers have been signed off by the client
within the day of a new security officer being introduced.
Rank Specification
Note any instances where specification has not been met. Make a note in
your diary if this requires any follow-up on your part. Bear in mind the
performance of each security officer, regarding time keeping, reliability
and relationship with the client. Whilst the planning of moves will
probably only be done once a month, unplanned movement may require
you to modify your plans more often. Any planned moves should be
discussed with your clients. It has been an observation that 85% of
incidents involve security officers who have been on site too long.
Correct turnout
The turnout of our security officers projects to a very large degree, the
image of the Company. Whilst there is a need to have empathy for the
circumstances those security officers sometimes lives in, we cannot
accept sub-standard security officers. It is essential that you project this
to your security officers and ensure that where you find leniency that is
unacceptable; you confirm what action you expect.
Sobriety

14. Check that any incidents of drunk on duty are reported. Incidents of this
nature will normally require a full disciplinary enquiry.
Alert
Check that any incidents of sleeping on duty have been resolved. Also
ensure that incidents of security officers having to stand fast for more
than two (2) hours are not being caused by the same security officers Or
through inefficiency of the deployment operators, or through incorrect
response on roistering.
Patrolling
If there are variances, discuss with the security officers what action, if
any, may be necessary or if there is a need for further training.
Patrol clock checks
·Ensure that the clocks are being checked regularly
·All sites must have a patrol roster on display
·All sites must have active guard devices
·All discrepancies and action taken on the active guard reports must
be completed within 24 hours
·You must patrol the active guard points with your active guard baton
when visiting the sites, and ensure you inspect whether your
supervisor does the same
Key boxes
Ensure that the key boxes are being checked daily
Site instruction knowledge tests

15. Check that these tests are being carried out on a regular basis with
minimum of every three months.
Observation
Ensure that the numbers of test are on schedule. If there are numerous
failures – discuss these with your client, enquiring what action is needed
to rectify the situation.
Access and Egress control
This normally requires the assistance of the client – encourage your
client to conduct these tests where this is a requirement.
Site procedures validity
Make a note in your diary as to the date you will be discussing and
updating the site procedures with the client.
p.Check the Security Officer
It is very important that between you and your Area Supervisor, every security
officer on the site is seen at least once a day with the following in mind:-
·Check the overall appearance. If the security officer is well
turned out – praise the security officer
·Ask the security officer whether he/she has any personal
problems or requests.
·If there are areas of performance that are good and need
praising – do this.

16. ·Substandard performance and any disciplinary action should
take place in private
·Recognize that a security officer works long hours, often in an
environment which is not friendly and conducive to motivated
performance.
·Recognition of their worth, and projection of “Caring” will do
wonders to bringing stability to your site. try and put yourself into
their shoes and ask how you would like to be dealt with- then do
it to them like you’d like to have it done to yourself.
q.Liaise with the client
Try to make contact with the client daily to :-
·Advise the client of any incidents or occurrences which would be
of interest
·Ask whether there are any areas which need your attention.
·Note any comments made by the client in your diary for your
follow-up
r.Instruct the Area Supervisors
Brief the shift leaders of any feedback from the client ensuring where necessary
to make an entry in the instruction book
s.Brief the top Management

17. Daily brief top management. The purpose of this brief is to review everything
regarding the sites that requires his attention.
t.Minutes of client meetings
Ensure that within four (4) days of your client meeting, all minutes are completed
and distributed to:-
The client
Top Management
u.Summaries of standards
Ensure all standards summaries are completed within four (4) working days
before month end for top Management to approve.
v.Still hour visits
·Your site should receive “still hours” visits preferably once a week but not
less than twice (2) times per month
·“Still Hours” is defined as the hours between 21:00 to 05:00 during
weekdays and any time over the weekends
·Still hour site visits should consist of the following checks:-
Access procedures on your entry are correct
Occurrence book is up to date and note posting points of each security
officer
Visit each security officer and talk briefly with him/her to ensure:

18. (i)ISecurity officer is sober and alert
(ii)Security officer is carrying out his/her duties correctly
(iii)Security officer is correctly turned out
Patrol are being carried out as directed
·No unusual behavior is taking place
·Use the time to get to know the security officers at difficult hours
Write a short report in your occurrence book about your visit noting any points
that require attention.
w.Equipment check
·You should regularly check that the equipment, as shown on the
inventory list is as specified and in working order.
·You should particularly ensure that watchman clocks are running, radios
are working and that torches are serviceable.
x.Contract claims
Should non-conformance lead to damage or loss to the client property which
could result in a contract claim the TOP Management must immediately and
directly be informed?
y.Loss Control
The Operations Manager has a responsibility to the client to ensure loss
prevention as well as negating losses due to:-
·Time wastage

19. ·Material wastage
·Breakage
·Pilferage and theft
·Injury
·Fire
·Industrial sabotage
·Incorrect hygiene
·Inadequate safety
·Incorrect access and egress control
·Poor security
·
z.Planning and keeping a diary
Use your diary to plan your day and still hours
Plan and diaries up to two (2) months ahead your:-
·Weekly exception list
·Weekly reports
·Monthly meetings
·Monthly report
·Your days to complete summaries of standards
·Your days to distribute standards achieved
·Your days to distribute minutes of meetings
·Your days to update site procedures

20. ·Client meetings
·Date for checking and signing off time sheets
·Days to handle pay queries
·Still hour visits
·Your Duty Manager roster
·Update of site files
·Site audits
·Update of fuel reports
·Equipment controls
·Issue of invoices
·Collection of cheques
·Disciplinary hearings
aa.Management:
The basis of a well planned day gives you the ability to measure how effectively
or efficiently you are managing your site. We all recognize that you may be
forced to change your plans because of interruptions or emergencies but
persistence and understanding that your main function is to manage your site
and to plan your activities will in the long term be the answer to success.
4. Records

21. The Operations Manager keeps the occurrence books, attendance registers,
instruction books, supervisory registers, inventory lists, standards and duty rosters.
These records are all kept for the current year in the Archives. Thereafter they are
sent to the Head Office where they are kept for two years.