Duty Shift Manager

2 weeks ago

London, United Kingdom Mitie Group plc. Full time

Job Ref 52591

Duty Shift Manager - GSOC-EMEA

The Duty Shift Manager is responsible for overseeing the daily operations of GSOC-EMEA on behalf of Meta and is also responsible for all Mitie vendor actions on shift. The Duty Shift Manager leads, coaches and develops the Lead Operator and a team of Operators. The Duty Shift Manager acts as the incident leader for business disruptions and crisis incidents and supports management during the activation of escalated incidents. The Duty Shift Manager develops and delivers technology and process improvements for GSOC-EMEA to maintain operational readiness for incident response. The Duty Shift Manager oversees with the Lead Operator taking point on call volume, alarm response and incident reports to ensure an appropriate level of service. The Duty Shift Manager will review performance data via Meta dashboards for all cameras and alarms, dispatch associated calls via telephone and radio, operate access control technology inline with agreed contract KPIs. Also provide guidance to the team on dealing with general assistance to both employees and guests. The Duty Shift Manager partners with the management team and the wider Global Security structure to support any operational issues and prepare for potential incidents.

Responsibilities include but are not limited to:

  • Management of all Mitie processes, including but not limited to: rostering, Workplace+ scheduling, holiday management, team absence management, team performance management, E-Learning, SIA licence renewal forms, training onboarding documents, assignment Instruction & risk Assessment compliance and all shift 121 and MiReviews
  • Completes initial HR processes in relation to employee conduct and capability and escalates through reporting channel accordingly
  • Oversee the Lead Operator in the daily setup of the shift. Handover - both written and verbal. Confirmation of all operational chats updated at the start of each shift. Review both Meta and Vendor Noticeboards
  • Responsible for all team members development, including the lead operator. This should cover both Mitie and Meta learning
  • Communicate effectively, new business processes and procedures to team members
  • Work closely with the management team and core business teams to provide a link between operations and the wider Mitie familyInnovates and initiates team activities and fosters team development and creates a learning environment
  • Drives key business objectives, driving the team towards our vision and mission statements
  • Responds to all email communication from the management team in a timely manner and meets all suggested deadlines
  • Works closely with the training team to seek team development opportunities
  • Manages team members apprenticeships and coursework activities
  • Works to build relationships and collaborate with the Global Security family and the wider XFN teams

Skills Required:

  • Minimum of 5 years management experience.
  • Minimum of a Level 5 Management qualification such as CMI or ILM.
  • Previous experience in managing and developing highly skilled teams.
  • Previous employee engagement and HR experience essential.
  • Training and Development skillset.
  • Ability to meet tight deadlines.
  • Excellent stakeholder management experience.
  • Communication skills both written and verbal.
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