Head Controller

Organization/Reporting Line

Reports to: Head of Security Operations, Tanzania
Direct Reports: Regional chief controllers, Senior Controller, Guarding Desk Controller, Rostering Clerk, Timesheet Clerk

Place Of Work/Travel

Dar es Salaam, Tanzania

Contact And Cooperation

Internally

Main cooperation with the Head of Security Operations, Head of Guarding, Area Managers, Senior Controller, Area Supervisors, Investigators, Area Supervisors, Area Coordinator, GW internal departments

Externally

Clients, Government officials and agencies, unions, External legal support entities as enshrined in the company policy

Summary Job Summary

The Head Controller is responsible for leading and coordinating a dynamic control rooms team to ensure the highest levels of operational efficiency and client satisfaction in alignment with company policy. This role is pivotal in fostering team unity and motivation, with a focus on business retention, new business development, and maintaining excellent client relationships through regular liaison. The Head Controller ensures contract KPIs are met and manages incident investigations effectively. The role demands strong leadership and problem-solving skills to manage a team of security personnel efficiently. The Head Controller plays a crucial part in delivering superior security services, ensuring client satisfaction, and driving overall operational excellence.

Key Responsibilities

Service Delivery Oversight

• Monitor and ensure the effective delivery of security services at all assignments within the designated area using post assessment documents.
• Maintain a high level of service quality by addressing desk controllers’ welfare needs and resolving any issues promptly.
• Assist in implementing changes detailed in assignment/client corrective action plans.

Compliance Management

• Ensure all compliance documents such as site files, post assessments, risk assessments, post orders, and training records are up to date.
• Ensure timely renewals and adherence to regulatory requirements.

Incident Management

• Respond to and manage security-related incidents.
• Conduct thorough incident investigations, provide detailed incident reports, and implement corrective actions to prevent future occurrences.
• Coordinate with local authorities if necessary.

Documentation and Reporting

• Ensuring accurate records are kept by control room of site visits, officer performance, incidents, and client interactions.
• Generate regular reports on service delivery metrics, compliance status, and other relevant information requested by management.

Operational Management

• Oversee the day-to-day operations within the designated area, ensuring adherence to company policies, procedures, and industry standards.
• Manage deployment, coverage and supervision operations ensuring that field operations are carried out professionally and in accordance with the policy.

Team Leadership

• Provide leadership and guidance to the control room team, fostering a positive work environment and promoting professional development.
• Set clear expectations, conduct regular performance evaluations, and provide coaching and mentoring when necessary.

Resource Management

• Optimize resource allocation from the control room environment, including personnel, equipment, and technology to meet operational demands.
• Collaborate and coordinate with the logistics department to ensure timely deployment of security personnel and necessary equipment to client sites.

Quality Assurance

• Develop and implement quality assurance measures to assess the performance of security personnel and adherence to company standards.
• Conduct regular audits of control room procedures, and incident reviews to identify areas for improvement and ensure compliance with contractual obligations and regulatory requirements.

Emergency Response and Crisis Management

• Collaborate and coordinate with the emergency response team and local authorities to develop and implement emergency response plans.
• Ensure that security personnel have the resources needed to handle various emergency situations effectively.
• Have awareness of all emergency and actions on procedures.

Administrative Support

• Plan, coordinate, and monitor administrative activities for the Control Room through effective management and supervision of staff and support functions.
• Handle all control room disciplinary cases in consultation with HR and ensure timely resolution.

Continuous Improvement

• Identify opportunities to streamline processes, enhance efficiency, and implement best practices.
• Drive continuous improvement in financial performance and service delivery.

Role Principal Outputs of this Role

Operational Efficiency

• Overseeing continued entrenchment of smart and intelligent technology in the control room service provision.

Reporting and Documentation

• Timely development and submission of management reports for review and decision making.
• Proper custody of Control Room staff and client records.
• Accurate and up-to-date records, including employee files, client contracts, and other important documents held on the Database system.

Staff Management and Development

• Highly motivated Control Room staff with clear roles and responsibilities within Operations.
• Effective staff and leave administration.
• Ensuring staff welfare by scheduling leave and attending to welfare claims and requirements.
• Training and development of staff, fostering professional growth and adherence to annual outlined KPIs.

Deployment and Readiness

• Manpower deployment, branch/project manpower requirement, and manpower efficiency reports.
• Ensuring deployment of qualified staff to positions within the operation.
• Daily review of the area deployment plan to the control room for implementation.

Compliance and Audits

• Ensure compliance with company policies and procedures.
• Facilitate the internal audit process and implement ensuing action plans.

Incident and Risk Management

• Effective coordination and supervision of uniformed staff.
• Monitoring and enhancing the provision of quality security services to clients.
• Responding to and coordinating security-related incidents and conducting thorough investigations.
• Assistance in developing and submitting operations performance reports in a timely manner.

Authority

Refer to GW Security Authority Matrix

Accountability

The Head Controller is accountable to the Head of Security Operations, for the responsibilities as stated in the job description. These responsibilities will be monitored and managed through mid-year and annual performance reviews and supported through the monitoring of the KPIs failure to meet these KPIs as per the prescribed level of deliver may result in dismissal.

Competencies

Leadership and Management

• A visible leader, energetic with the ability to transform, inspire, and motivate teams to produce quality output within strict timeframes.
• Demonstrate the ability to build cohesive teams and provide others with clear direction and set measurable and achievable targets for subordinates.
• Strong leadership and team management skills.
• Ability to grow, support, and develop talent within the team.

Communication and Interpersonal Skills

• Good oral and written communication skills.
• Results-oriented with good negotiation, interpersonal, communication, and social skills.
• Effective communication and interpersonal abilities.
• Enthusiastic, results-oriented with strong communication and presentation skills.

Problem-Solving and Decision-Making

• Ability to focus on the detail and extrapolate implied actions from stated tasks.
• Good problem analysis and reporting skills.
• Demonstrated problem-solving and decision-making abilities.
• Ability to understand and operationalize the strategic plan and follow checklists to achieve said plan.

Planning and Coordination

• Planning, coordination, work monitoring, and problem resolution skills.
• Ability to outline and communicate effective objectives and action plans.
• Ability to handle multiple priorities and work under pressure.
• Good decision-making skills with a sense of diplomacy, attention to detail, and strong analytical ability.

Data Analysis and IT Skills

• Experience in data collection and analysis.
• Proficiency in using technology such as security management systems and incident reporting software.
• Tech-savvy with basic knowledge of MS Word, Excel, and MS Project.

Operational Competence

• Experience prioritizing and managing tasks to deliver high-quality outcomes on demanding timescales.
• Understanding of financial reporting in decision making.
• Knowledge of security industry regulations, procedures, and best practices.

Sensitivity and Confidentiality

• Demonstrate a high degree of sensitivity and confidentiality when dealing with internal and external customers.
• Ability to maintain accurate records and ensure confidentiality, security, and compliance with company policies and legal requirements.

Qualifications

Qualifications & Experience

Educational Background

• Degree in Security Management/Business Administration or Higher Diploma in business administration with the relevant required experience or equivalent.
• Senior school qualification or equivalent; additional relevant certifications or coursework is a plus.
• Postgraduate qualification in commercial security and membership of professional bodies is an added advantage.

Professional Experience

• Minimum five (5) years of operational experience as an Area Coordinator, Senior Controller, Project Manager, or other relevant operations experience within a security organization.
• Proven experience in time and attendance administration or a similar role, preferably in the security or related industry.
• Proven experience in security operations management or a similar role.

Technical Skills and Knowledge

• Technical understanding of commercial security.
• Familiarity with labour laws, regulations, attendance policies, and payroll and compensation administration.
• Familiarity with rostering software and scheduling tools.
• Knowledge of security industry regulations, procedures, and best practices.
• Computer literate and training in VHF Radio operation and Voice Procedure.

Additional Skills and Attributes

• Excellent attention to detail and accuracy in record-keeping.
• Strong organizational and multitasking skills.
• Effective communication and interpersonal abilities.
• Demonstrated problem-solving and decision-making abilities.
• Ability to grow, support, and develop talent within the team.
• High moral standing with impeccable integrity.

Specialized Training

• Training in relevant areas such as security management, operational risk, or related fields.
• Professional certification in security management and GW management Training Course.