REQ12297 Manager, Security Operations (Open)

POSITION SUMMARY:

The Operations Manager, Security manages the day-to-day Casino Security Operations, ensuring that the company policies, Security Department Standard Operating Procedures and all regulations required by law are followed and complied. The Security Operations Manager manages, monitors, trains and re-trains the Security Department Personnel.

PRIMARY RESPONSIBILITIES:

Assist on implementing the business plan as provided by the Director, Security through a wide variety of servicesAssists in the management of staff performance to ensure competence, performance and succession objectives are met. This includes:Recognizes and resolves performance issuesConducts performance reviews in accordance with company’s Performance Management SystemRecognizes and addresses staff absenteeism issuesMotivates and leads Security personnel through the provision of high standards of Management and leadershipMaintains an effective relationship with employees and customers, ensuring relevant information is communicated and incidents are dealt with a professional manner and attitudeEnsures competence, performance and succession objectives are metLiaises with other departments to establish communications and maintain great rapportPlans and establishes systems and procedures to improve efficiency and the effectiveness of service delivery, to both internal and external customers, consistent with MELCO’s visions and valuesSupports and in conjunction with Technology team, monitors the operation of Security systemsKeeps abreast of technical development, recommends new technology which ensures best practice and/or improves the effectiveness of the operationsReviews company and department policies, procedures and internal control manuals to ensure compliance and recommended changes to improve work practices and/or better meet the needs of the businessRepresents management in the handling of customer complaints and ensures issues are dealt with an efficient and effective mannerMakes assessments and if needed, conducts investigations regarding internal issues of the department, keeps the Director, Security informed of the progress of any internal investigation if needed, and presents recommendation reports based on evidence collectedWorks closely and shares intelligence with Corporate Investigations and Surveillance departments for protecting the company assetsAssists the Surveillance department in regards to related cases such as counterfeit, cash/chips, scam and/or fraud and if needed, assist the Investigation department during the investigation processMaintains a basic human resources plan which addresses the needs of Security in the areas of training and development, performance and self-management and reward and recognition of recoursesLeads and manages Security Personnel to ensure high standards of performance and behaviour, develops team commitment and manages team performanceImplements action plan for Security Operations across MELCO properties in Cyprus which complies with the legislative requirements and ensures achievement of budget conscious approaches and key performance indicatorsAdheres and complies with all company policies and proceduresUndertakes tasks as required by the Senior ManagementMaintains security requirements of event plans, by assisting with security risk assessments and event planning preparationsReports accidents, injuries and unsafe work conditions to superiors and relevant departments due to Health & Safety regulations

KEY PERFORMANCE INDICATORS:

Business Plan targets are met, including:

Statutory and departmental regulations are compliedPerformance reviews of staff are conducted on timeDepartmental and individual absenteeism levels are managedIncidents reports and debriefs are conducted in a timely mannerCommunity reputationOperational effectivenessCustomer service standardsReports statistics and information relating to the operational areas of the department

QUALIFICATIONS:

Experience

Minimum of three-year Security Operations Management experience as a Shift manager and/or Acting Shift Manager role; or other demonstrated high-level Security Management experience in casino operationsExcellent verbal and written knowledge of English and GreekDemonstrated capability of supporting business plans and the achievement of the Security department objectives, particularly customer service objectivesExperience in the implementation of proceduresExperience in identifying, responding to and reducing incidents of theft, assaults, vandalism, disorderly conduct and all other illegal and undesirable activitiesDemonstrated ability to monitor, evaluate and modify the quality and consistency of service by employees to continuously meet and improve service standardsExperience in managing daily shift operations ensuring compliance with all statutory requirements and organizational policies and proceduresExperience in managing staff, particularly teams ensuring that all people planning requirements including recruitment, training, deployment, development and performance management of staffExperience in coordinating evacuation and disaster recovery processes including coordinating a response to fire alarmsExperience in liaising and cooperating with law enforcement and emergency services authoritiesExtensive knowledge of Responsible Gaming and Self Exclusion policiesKnowledge of the regulations as set by the Cyprus Gaming Commission

Education

Security qualifications will be considered as an advantage

Skills/Competencies

Displays a high commitment to delivering and improving customer serviceEncourages team spiritAbility to achieve and maintain responsible gaming ambassador qualification on an annual basis

PERSONAL COMPETENCIES

Ability to work shifts in a 24/7 operation and stand for long periodsMotivated to adapt to a dynamic, fast paced and crowded environmentIs trustworthy, well presented, outgoing and self-motivatedDemonstrates a high commitment to delivering resultsAchieves agreed objectives and accepts accountability for resultsDisplays the highest level of integrity