Job Title: Security Operations ManagerDepartment: OperationsReports To: General ManagerLocation: HyderabadJob Type: Full-timeJob PurposeThe Security Operations Manager is responsible for overseeing, directing, and optimizing the day-to-day security operations of the agency across multiple client sites. This role ensures the seamless delivery of high-quality security services, manages field personnel (security guards, supervisors, and mobile patrols), maintains strict compliance with security laws, and fosters strong, long-term relationships with agency clients.Key Responsibilities1. Operational Management & DeploymentOversee daily security deployments, ensuring all client sites are optimally staffed according to contract service level agreements (SLAs).Manage roster schedules, attendance tracking, and emergency back-up deployments for security personnel.Conduct regular, unannounced site audits and night inspections to ensure guards are alert, uniformed, and adhering to agency standards.Supervise the agency’s 24/7 Control Room/Command Center operations.2. Client Relationship & RetentionAct as the primary point of contact for clients regarding operational performance and security concerns.Conduct quarterly or monthly security review meetings with clients to assess satisfaction and address feedback.Perform comprehensive Risk Assessments and Site Security Surveys for new and existing clients, recommending customized security blueprints.3. Workforce Management & TrainingLead, mentor, and evaluate Field Supervisors and On-Site Security Commanders.Collaborate with the HR/Recruitment team to interview, onboard, and vet potential security personnel.Design and execute training programs covering physical defense, customer service, emergency evacuation, fire safety, and first aid.Manage disciplinary actions, grievances, and conflict resolution among security staff.4. Incident Response & Crisis ManagementServe as the escalation point for major security breaches, medical emergencies, or critical incidents at client locations.Coordinate directly with local law enforcement, fire departments, and emergency medical services during crises.Lead post-incident investigations, analyze root causes, and submit detailed Incident Reports to executive leadership and clients.5. Compliance & Quality AssuranceEnsure the agency complies with all local, state, and federal private security regulations (e.g., licensing, labor laws, and background checks).Maintain accurate operational records, incident logs, and guard performance metrics.Oversee the maintenance and proper allocation of agency equipment, including uniforms, communication devices, patrol vehicles, and surveillance gear.Key Performance Indicators (KPIs)Guard Attrition & Turnout Rate: Minimizing unexcused absences and maintaining a 98%+ shift-fill rate.Client Retention Rate: Maintaining high satisfaction scores and renewing client contracts.Incident Response Time: Meeting or exceeding SLA response targets during emergencies.Audit Scores: Achieving passing or exemplary scores during internal and client-driven security audits.Job Requirements & QualificationsExperience & Education:Bachelor’s Degree in Criminal Justice, Business Administration, Security Management, or a related field (preferred).Minimum 5–7 years of progressive experience in the private security industry, with at least 3 years in a supervisory or managerial role within a security agency.Ex-military or law enforcement background is highly preferred.Skills & Competencies:Leadership: Proven ability to manage, motivate, and discipline a diverse workforce of security guards.Crisis Management: Calm under pressure with sharp decision-making skills during high-stress situations.Communication: Exceptional verbal and written communication skills for client relations and incident reporting.Tech-Savvy: Familiarity with workforce management software (e.g., TrackTik, GuardMetrics), CCTV systems, access control, and MS Office Suite.Flexibility: Willingness to be on-call 24/7 for emergencies and work irregular hours including weekends or holidays if required.Clean Record: Must pass a comprehensive criminal background check and drug screening, and hold a valid driver’s license.