Security & Operations Manager

Security & Operations Manager - Permanent, Pan Peninsula - Canary Wharf (E14) Hours of work: 42 per week, 4 on 4 off, 10:00am to 10:00pm (Days) Salary: £40,000 per annum The Security & Operations Manager will lead and manage the Security, Concierge and wider front-of-house operations across the estate, ensuring a safe, secure and exceptional resident experience. The role is responsible for operational performance, team leadership, emergency response, compliance, customer service and continuous improvement of all security and residential services. Key responsibilities include:

• Lead, motivate and develop Security, Concierge and other operational teams to deliver consistently high service standards.
• Manage recruitment, onboarding, training, performance, attendance, conduct and development of team members.
• Prepare rotas, manage holiday approvals and maintain appropriate staffing levels across all functions.
• Deliver regular briefings, toolbox talks and training to promote operational excellence and compliance.
• Oversee all aspects of estate security, CCTV, access control, Fire Control Centre operations and front-of-house services.
• Ensure patrols, inspections, shift checks and operational audits are completed and standards are maintained.
• Lead emergency responses and business continuity activities, acting as the senior operational representative when required.
• Maintain operational procedures, risk assessments, KPIs and service standards, driving continuous improvement.
• Build positive relationships with residents, resident associations, commercial occupiers, contractors and external agencies.
• Ensure resident enquiries, incidents and complaints are resolved professionally and within agreed timescales.
• To ensure all reported maintenance issues, leaks and similar incidents are promptly logged, followed up and resolved, with clear communication throughout. Any issues requiring input from the Facilities Management team must be logged via eLogbooks and recorded in the daily handover to ensure visibility, effective coordination and appropriate follow-up.
• Ensure compliance with all security, fire safety, health and safety and data protection requirements.
• Lead fire testing, fire drills, emergency planning and incident investigations.
• Ensure all incidents, accidents, near misses and complaints are accurately reported and appropriately actioned.
• To take ownership of the B.life portal, resident communications and notifications, ensuring residents receive clear, timely and accurate updates on day-to-day issues as required.
• Produce operational and incident reports, maintain accurate records and ensure GDPR compliance. Skills, Experience & Qualifications
• SIA Licence
• Proven leadership experience within security, residential or hospitality operations.
• Strong knowledge of security systems, fire safety and health & safety compliance.
• Excellent communication, stakeholder management and customer service skills.
• Experience managing teams, performance and service delivery in a fast-paced environment.
• Ability to remain calm, decisive and effective during emergencies and operational incidents.
• Proficient in operational reporting systems and resident management platforms Ballymore operates as an equal opportunities employer