Global Operations Control Supervisor Location: London Salary: £61,195.00 per annum Working Hours: 45hrs pw About Us: At Securitas, we are leading the transformation of the security industry, placing our clients at the heart of everything we do. Through innovative solutions, expert services, and highly skilled personnel, we provide smarter security strategies that drive efficiency and profitability for our clients. Our approach is client-focused, people-oriented, and data-driven, ensuring we meet the dynamic needs of the modern security landscape. As a Global Operations Centre (GOC) Supervisor, you will oversee operational support to ensure the highest standards in service delivery. You will be responsible for managing the day-to-day operations of the GOC, leading a team of Operators and Intelligence Analysts, and ensuring that client expectations are consistently exceeded. This role involves fostering a culture of excellence and ensuring the smooth running of operations to deliver world-class customer service. If you're looking for a challenging role where you can make an impact and work within a supportive team, we would love to hear from you. Key Responsibilities: Operational Excellence: Ensure the highest standards are maintained in GOC operations, providing outstanding customer service and exceptional performance. Team Leadership: Lead and manage a team of GOC Operators and Intelligence Analysts, fostering a culture of excellence and high performance. Process Development: Develop comprehensive knowledge of all GOC functions, including SOPs, and maintain core systems and processes. Collaboration: Build and maintain relationships with the Securitas Risk Intelligence Team, actively contributing to the Securitas Intelligence community. Incident Response: Lead and manage Incident Response situations, providing clear direction and guidance to the GOC team and key business stakeholders. Client Engagement: Develop and nurture client relationships through active engagement with client stakeholders and Securitas Branch Managers. Performance Management: Conduct regular performance reviews, monitor attendance, and assess team performance through one-to-one meetings, annual appraisals, and performance management processes. Recruitment & Onboarding: Supervise the recruitment process for team vacancies and ensure effective onboarding for new hires. KPI Accountability: Oversee the achievement of KPI targets, ensuring that all GOC team members deliver outstanding service and performance. Attendance & Welfare Management: Manage and monitor team attendance, accurately record overtime, and ensure ad-hoc leave and sickness gaps are covered. Provide welfare support for sickness and absence. Escalation & Complaint Management: Act as the first point of escalation for client complaints, prepare responses, and escalate serious issues to the International Account Supervisor as necessary. Support for Account Manager: Provide support to the Account Manager to help achieve departmental goals and objectives. Training & Development: Lead training initiatives, offering guidance and support to ensure team success. Reporting & Performance Analysis: Support management by providing evidence-based reporting, identifying performance barriers, and proposing effective solutions. Other Duties: Lead daily and weekly meetings with Security Leads. Ensure security audits are completed and escalated in line with client expectations. Identify performance trends and blockers, providing solutions when appropriate. Core Competencies: Proven experience in leading and supporting a large team. Self-Management & Continuous Improvement Decision Making Effective Communication Business Awareness Operational Excellence Flexibility to adapt to varying shifts and responsibilities as required. Must hold a valid SIA (Security Industry Authority) and CCTV license.