Security Operations Supervisor

Position/Employment type:

Security Operations Supervisor - EU

Organization/Reporting line:

Reports to: International Security Manager

Direct Reports: Supervisors, security Officers, Dog Handlers, Control Room Ops

Place of work/Travel:

Lilongwe

Contact and Cooperation:

Internally: Main cooperation with the ISM, Head of Security operation, Head of Guarding, Ops Administrator, Fleet Manager, K9, Technical, Supervisors, Controllers,

Externally: Clients, Contractors, Suppliers

Job Summary:

The Security Operations Supervisor is responsible for overseeing daily security operations, ensuring all posts are properly manned, staff are effectively supervised, and service standards are consistently met. This role requires strong leadership, attention to detail, and proactive communication with the Control Room, Field Officers, and clients to maintain operational efficiency, compliance, and client satisfaction.

Key Responsibilities:

• Operational Oversight & Deployment

• Conduct shift parades and ensure all posts and operating areas are fully covered.

• Supervise staff assignments and coordinate cost-effective scheduling with the Staffing Officer.

• Ensure proper handovers between shifts (05:45–06:00 and 16:45–18:30) with debriefs on prior operations.

• Maintain a crucial assignment list (watch list) to streamline deployment and avoid inefficiencies.

• Enforce cut-off times for deployment (07:00 day shift, 19:00–20:00 night shift) and escalate gaps.

• Patrols, Monitoring & Communication

• Make regular visits to posts to confirm punctuality, duty execution, grooming, and uniform standards.

• Conduct spot checks and submit patrol checklist reports to the ISM.

• Report to Control Room as appropriately with location and vehicle movement updates, recording OB numbers.

• Notify Control Room of variances in patrols, vehicle defects, or radio malfunctions, and escalate issues promptly.

• Channel alarm-related issues to Control Room in liaison with the technical department

• Staff Supervision & Discipline

• Monitor officers’ performance, ensuring they operate in conducive environments.

• Check for sobriety, discipline, and adherence to professional standards; lead by example in appearance and conduct.

• Address absences, attendance issues, and performance deficiencies in line with HR policies.

• Report misconducts, infractions, and gross insubordination to ISM, ensuring fairness and transparency.

• Provide induction and orientation for officers on new rules, sites, or emerging issues.

• Introduce new officers to clients, obtain client acknowledgment, and explain deployment reasons.

• Training & Development

• Train officers on proper use of two-way radios, including phonetic communication.

• Coach and mentor staff to improve responsiveness, professionalism, and operational effectiveness.

• Client Relations & Reporting

• Maintain proactive communication with clients, addressing concerns promptly.

• Ensure service delivery standards and objectives are consistently met.

• Prepare and submit timely incident reports to Control Room and Managers.

• Capture exceptions in rosters without favouritism and ensure transparency in scheduling.

• Risk Management & Compliance

• Conduct security risk assessments and recommend proactive mitigation measures.

• Uphold company standards, ethical practices, and compliance with applicable laws and policies.

Principal Outputs of this Role:

1. Proper implementation of operations policies, systems, and processes.
2. Maintain high levels of discipline on the uniformed staffs in the field.
3. Up to date Field Operations reports to ensure that the office is updated on what is happening in the field.
4. Motivated and equipped operational staff.
5. Effective conflict resolutions and grievance handling.
6. Effective staff administration

Authority:

As delegated by the International Security Manager

Accountability:

The Security Operations Supervisor is accountable to the International Security Manager, for the responsibilities stated in this job description. These responsibilities will be monitored and managed through the mid-year and annual performance review and supported through the monitoring of KPIs.

Competencies:

• Good leadership and people management skills and the ability to work as a team leader in a diverse environment.
• Good organizational, supervisory, and administrative skills with an ability to prioritize and coordinate a multitude of tasks.
• Demonstrate a high degree of sensitivity, confidentiality when dealing with internal and external customers.
• A go-getter, enthusiastic, results oriented with excellent communication and presentation skills.
• Have a high sense of accuracy, attention for detail and with good analytical ability.
• Have good problem analysis and reporting skills.
• High moral standing with impeccable integrity; and
• Ability to grow, support and develop talent within the unit.

Qualifications & Experience:

• A Diploma in security Management or related field.
• Technical Certificates in security operations.
• Extensive experience in security management preferably in Diplomatic security.
• Those with military or police service backgrounds are preferred.
• Demonstrable experience and knowledge in risk assessment and reporting.