What are the responsibilities and job description for the GSOC Operations Manager position at Crisis24?
Crisis24 GSO Operations Managers are responsible for overseeing the day-to-day operations of the GSO services provided by the company. This role involves managing security analysts, ensuring compliance with company policies and client requirements, and continuously improving operational efficiency. The
Operations Manager will lead site recruitment, optimize scheduling efficiency, manage personnel, and ensure site-level KPIs are achieved.
Additionally, the role requires a strong focus on hyper-client care, implementing and managing 30/60/90-day reviews, SAR (Schedule Activity Report) and invoice management, benchmarking, and conducting QBRs (Quarterly Business Reviews).
The Operations Manager will also drive the program progression model to ensure the continuous enhancement of service delivery.
Key Responsibilities:
People Management –
Team Leadership:
Supervise, mentor, and manage a team of security analysts.
Ensure staff are trained and briefed on all program protocols and procedures.
Manage the deployment, performance, and welfare of all GSO personnel.
Ensure that staff levels meet operational requirements and adjust resources as necessary.
Conduct regular performance reviews and provide constructive feedback.
Operational Management:
Oversee the daily operations of GSO services, ensuring that all assignments are completed according to client requirements.
Develop and implement operational policies and procedures to enhance service delivery.
Monitor and manage operational budgets, including overtime and equipment costs.
Ensure compliance with legal requirements and company policies.
Site Recruitment:
Manage the recruitment process for required personnel at various sites, ensuring the right talent is selected for each location.
Collaborate with HR and local teams to develop a robust recruitment strategy tailored to site-specific needs.
Performance Management –
Scheduling Efficiency:
Optimize scheduling processes to maximize efficiency and ensure adequate site coverage.
Implement tools and methodologies to reduce overtime and minimize scheduling conflicts.
Site-Level KPIs:
Define, monitor, and report on each site's key performance indicators (KPIs) as defined by GSO leadership.
Use KPIs to drive performance improvements and ensure contract compliance.
SAR and Invoice Management:
Oversee the preparation and submission of Schedule Activity Reports (SARs) in line with client requirements.
Manage the invoicing process, ensuring accuracy and timeliness.
Client Care –
Hyper Attention:
Maintain solid and proactive relationships with clients, ensuring high satisfaction levels.
Address client needs and concerns with a focus on delivering exceptional service.
Conduct regular site visits and audits to maintain high standards of client care.
30/60/90-Day Implementation Review:
Lead the implementation of 30/60/90-day plans for new contracts or operational changes.
Review progress and adjust strategies to ensure successful execution.
Business Development –
Benchmarking:
Benchmark operational performance against industry standards and competitors.
Identify opportunities for improvement and implement best practices.
Quarterly Business Reviews (QBRs):
Lead Quarterly Business Reviews with clients, presenting performance data, KPIs, and strategic recommendations.
Use QBRs as a platform for continuous improvement and relationship-building.
Program Progression Model:
Develop and implement a program progression model that outlines the growth and development of GSO services over time.
Regularly assess the program’s progression and adjust strategies as needed to meet client expectations and business goals.
Salary : $85,000 - $95,000
