Operations Support Manager
Confidential
Total years of experience :13 years, 11 Months
Manage more than 4k guards force in various locations all over Qatar.
Highlights:
• Presently coordinate activities of 6000 Gorkha personnel for the Special Operations Command & Critical National Infrastructures Authority.
• Credited with the new established company branches becoming ISO 9001: 2008 compliant and attaining certification; renewed certification for the existing business units.
• Developed an effective document control system for the existing QMS forms, created new documents and forms as per prescribed standards in QMS.
Key Responsibilities:
Operations:
• Support Senior Managers in conducting daily operational activities, coordinating among different teams, assigning tasks, exhibiting operational control to achieve business goals and meet customer expectations.
• Act as a coordinator between the customer and management, clarify expectations from customer and facilitate transparent communication, and ensure high quality service delivery.
• Support projects under progress by coordinating multiple tasks, monitoring project schedules and completion time, and ensuring defined timelines and budgetary criteria are met.
• Establish company policy, and ensure adherence to defined norms and procedures; monitor operations and verify that employees comply with standard operating procedures.
• Lead customer relations initiatives, cultivate solid long-term relations though regular contact and communication, and attend to customer queries promptly.
• Collaborate with the management to review operational performance, identify any shortcomings and bottlenecks, and provide strategic inputs for improvements.
• Lead, motivate and guide internal teams to complete tasks as per schedule, monitor team performance and provide constructive suggestions for improvement, and help in achieving performance targets.
• Develop, maintain and update all operations documentation/procedure, keep all operational records secure and provide documents for reference when requested.
Quality Management Systems:
• Review and maintain all current QMS documents such as Quality Policy, Quality Manual, Documented Standard Procedures, Control Documents etc. and ensure these meet ISO 9001: 2008 standards.
• Establish Internal Audit schedule and carry out audits of operational processes, verify ISO standards are being met, identify and record instances of non-compliance.
• Train internal staff regarding QMS, inculcate a culture of quality and increase quality awareness at sites, carry out site inspections and audits.
• Support branches to become QMS compliant, establish QMS processes and develop documents, coordinate with external certification agencies.
• Report NCs and ensure corrective actions are carried out in time, maintain NCR summary of business units and submit to top management.
Key Responsibilities:
• Provided security support to field operations and maintained operational efficiency; coordinated with security teams at various location and ensured country specific regulations and security Standard Operating Procedures (SOP) were complied with.
• Monitored security operations at multiple locations, identified crises/incidents, responded promptly to such incidents by diverting emergency management assets to affected locations and coordinated emergency procedures at site; provided support to regional security teams as per request.
• Reported to the BM of Security, provided updates of ongoing security operations, presented reports and ensured all relevant security information was available to field personnel, other branches and staff.
• Maintained up-to-date information regarding clients, ensured their expectations from the company’s services were met, and built excellent business relations with clients.
• Collaborated with the BM to formulate and deploy reliable security plans, strategies and standards to support projects being executed across multiple geographies.
• Support regional security teams in carrying out threat assessments and deploying response mechanisms; developed and implemented risk mitigation strategies after detailed local and country assessments.
• Coordinated with the Operations Centre Security Department to verify that standard training procedures and policies were being followed across projects.
• Maintained a high level of staff safety and security across project sites by coordinating activities with Logistics, Operations and key stakeholders.
• In conjunction with the BM, oversaw administrative and logistics functions, prepared budget related to security operations.
• Coordinated with local law enforcement and security agencies for training and security personnel deployment, and reviewing security procedures.
• Managed the international security contractors and staff as required, coordinated between contracted staff and the company.
Highlights:
• Oversaw security arrangements of numerous landmarks and buildings (public and private) in UAE; deployed manpower and security systems and ensured that there were no adverse incidents.
Security Assignments at Specific Sites:
• ADNEC (Abu Dhabi National Exhibition Centre): Supervised complete security of this institution (one of the largest exhibition centers in the world) aided by 300 security officers and security guards. Coordinated with Abu Dhabi Police Guarding Department, PSBS (Private Security Business Section.) for all security issues and enforced their directives.
• The Dubai Mall, Dubai: As Operations Coordinator & Operations Supervisor; managed 530 security guards and monitored all security systems comprising access control, CCTV, and intruder alarms.
• Sheikh Zayed Cricket Stadium: Ensured fool-proof security for international cricket players, VIPs, VVIPs when the Tri-nations International Cricket tournament was held in Abu Dhabi.
• Etihad Terminal, Abu Dhabi: As Security Supervisor / Controller regulated the flow of visitors, and issued entry passes to work areas as per category.
• Armed Forces Club, Abu Dhabi: As Security Officer/ Controller, in-charge of operating and monitoring CCTV and the telephone system.
Key Responsibilities:
• Responsible for the security of allotted premises, prepared safety plans, deployed surveillance systems and close-circuit cameras to monitor the buildings and grounds and ensured security objectives were satisfactorily met.
• Visited and inspected sites to ensure proper security measures were in place and strengthened the safety of property and personnel inhabiting these buildings through standard security management and reporting practices.
• Patrolled sites / locations to identify risks and potential dangers, notified the management to initiate risk management / mitigation processes and revised action plans accordingly.
• In case of detection of intruders / offenders, initiated procedures for verification of identity and disciplinary actions as per prescribed guidelines; communicated with law enforcement agencies as required.
Professional Development: • First Division Marks Thrice, Second Division Marks Once in the Exam Conducted by Abu Dhabi Police Guarding Department, PSBS • Basic Computer Course