Purpose of the Role Operations Manager - Security is a high-profile role encompassing hands-on operational management of the Security Department and facilitating and developing the security and safety of the Centre. You will oversee and develop the Security team, ensuring consistent adherence to high operational standards that reflect the quality of a leading shopping centre. This role will drive the execution of operational excellence, ensuring alignment with business objectives, while supporting Shift Leaders and Duty Managers to deliver outstanding customer experiences. In this role, you will cultivate a team culture that reflects our core values and promotes an inclusive, high-performance environment. By fostering engagement, diversity, and accountability within the operational team, you will empower individuals to thrive in their roles. Your leadership will inspire and coach team members to exceed expectations for both customers and brand partners. Additionally, you will leverage strong interpersonal skills to build and maintain productive relationships with key stakeholders, driving collaborative success across the Centre. With a sharp focus on delivering results, you will manage the Centre’s service delivery, ensuring safety, security, and cleanliness standards are met while driving performance across all areas. Your ability to adapt to a fast-paced environment, communicate effectively, and maintain operational integrity will ensure that your department operates smoothly and efficiently. Ultimately, you will uphold the Centre’s reputation for excellence through clear communication, coaching, and an unwavering commitment to customer satisfaction being pivotal in setting and sustaining high standards. You will have to work closely with and support your duty management and security team in both delivering the security standards required and following the centres security strategy. You will have an unrivalled knowledge of a control room operation and its capabilities. Having the ability and drive to maintain a high standard of service within the centre CCTV control room ensuring that all company policies and procedures relating to the operational technology and Data Protection are complied with. Key Responsibilities The role includes a variety of tasks including the following: Act as an ambassador for the Centre and your functional area, showcasing exemplary behaviour and actively promoting team recognition within the business. Lead by example, creating a positive and inclusive environment that values diversity, while cultivating a strong team culture. Take ownership of your role with a visible leadership presence, providing ongoing coaching, constructive feedback, and recognition for outstanding contributions. Continuously seek ways to infuse energy, personality, and innovation into your leadership approach to inspire your team. Set a clear vision for customer service excellence, demonstrating a passion for creating exceptional experiences. leading by example as a role model for high standards of service, inspiring the team to deliver outstanding service to customers, contractors, retailers, and colleagues. Cultivate a culture of excellence where each team member feels empowered to deliver outstanding service at every touchpoint. Champion operational excellence through a focus on compliance, clear communication, consistency, and collaboration. Prioritize a safe and legally compliant environment within the Centre, embedding streamlined processes that drive both operational efficiency and consistency. Foster a proactive approach to risk management and innovation, ensuring the Centre meets the highest standards for safety, functionality, and service quality. Main duties: Leadership Provide structured coaching, be comfortable with honest conversations and adept in performance management to elevate team standards, addressing performance gaps promptly and ensuring any complaints or concerns are documented and resolved per Centre policies. Support continuous assessment and development of team members, working with HR on hiring, vetting, and ensuring compliance with employment regulations and training standards. Lead talent development by setting clear role expectations, fostering high performance, and collaborating with HR for training, licensing, and retention efforts. Take ownership of HR functions, including objectives, performance reviews, and disciplinary actions, to maintain a committed and capable team. Identify training needs and ensure needs are met and results evaluated to assess business impact for all staff and ensure accurate site records are always maintained. To ensure toolbox talks are completed as per company policy. Provide team support, coaching, development and training. To monitor Duty Managers training levels within department. Raising where appropriate. To assist with the identification of training needs to support the manager in development and training of staff. Proactively champion the ongoing development of centre-based delivery teams to ensure confidence and excellence in customer service and operational delivery. Support recognition programme by ensuring team members’ efforts are being recognized and nominations processed. Support and encourage participation in staff initiatives and events. Facilitate clear communication by ensuring full and active participation in the daily huddles and departmental briefings with all teams. Ensuring relevant and business critical information and objectives are communicated to the teams. Ensure full and active participation in the daily huddles and departmental briefings with all teams. Ensuring relevant and business critical information and objectives are communicated to the teams. Aligning performance with business objectives, strategic plans, provide KPI status, service delivery and commercial performance. Develop strong relationships with retailers through varying forms of engagement to ensure we are supporting. In co-operation with the Head of Security and Data and Duty Managers, you will maintain and review employee standards, ensuring all staff receive fair and consistent treatment. You will keep the Head of Security and Data aware of any possible unrest or welfare/discipline problems and work with management. Financial and commercial performance Strategically deploying your team, ensuring correct manning levels are always maintained. You will manage staffing levels to maximise productivity and to minimise costs. Maximising the utilisation of internal manpower whilst minimising dependency on use of agency staff. In co-operation with HR you will reduce labour turnover by proactively managing people issues within your tea