Centurion: Armed Response Manager

The suitable candidates main responsibilities and duties include, but are not limited to, the following: Vendor Management Serve as the primary point of daily communication with the two main armed response vendors. Monitor vendor performance and ensure adherence to the Service Level Agreement (SLA). Review Key Performance Indicators (KPIs) daily and address any deviations immediately with vendors. Ensure all vendor-related updates, changes, or escalations are actioned and communicated to senior management. Performance Monitoring & Reporting Maintain and update the daily response tracker, ensuring data accuracy and real-time visibility for management. Analyse daily performance data to identify trends, recurring issues, or operational risks. Compile and submit weekly performance reports to Operations Managers, including insights and recommended operational adjustments. Conduct monthly penalty reviews based on vendor performance; finalize and sign off penalty documentation for Finance. SLA & Operational Compliance Ensure all contracted response times, distances, and minimum service levels (MSL) are continuously met by vendors. Manage and coordinate any proposed changes to MSL, response times, or operational distances with senior management. Hold vendors accountable to contractual obligations and escalate non-compliance as needed. Operational Alignment & Engagement Conduct daily engagement with Operations Managers to align operational priorities and ensure KPI targets are met. Collaborate closely with internal teams to improve response quality, resolve operational bottlenecks, and enhance service delivery. Oversee the monitoring of alarm responses, ensuring timely reaction and service effectiveness. Alarm Monitoring & Technical Escalations Track response events and identify overactive alarm sites. Ensure all false alarms or technical-related issues are reported promptly to the Technical Department for corrective action. Maintain an updated log of alarm-related technical escalations and follow up until resolution. Overall Armed Response Oversight Provide leadership and oversight of the armed response function across the business. Ensure smooth coordination between vendors, operations, technical teams, and senior management. Maintain high standards of security service delivery and uphold compliance with company policies and industry regulations. Vendor Check-In Engage with both armed response vendors to confirm operational readiness. Review previous days incidents and unresolved issues. KPI Review Assess vendor KPI performance (response times, event quality, service compliance). Document variances and take corrective action where needed. Daily Tracker Update Capture all response events, performance metrics, and incidents. Ensure tracker is accurate and accessible to management. Operations Engagement Meet or communicate with Operations Managers to align daily activities. Raise any concerns affecting KPI performance or operational effectiveness. Alarm & Incident Monitoring Monitor active responses in real time. Identify false alarms or repeated signals and escalate to Technical. Weekly Data Review Consolidate all response data into weekly summaries. Highlight patterns, risk areas, and vendor performance issues. Report Submission Submit weekly performance data to Operations Managers. Provide recommendations for operational alignment. Vendor Feedback Hold weekly sessions with vendors to review performance and action improvements. Penalty Assessment Review vendor performance for the month against SLA obligations. Calculate and verify penalties, obtain sign-off, and submit to Finance. Performance Meeting Attend or present monthly performance findings to senior management. Discuss required changes to MSL, response times, or distances. SLA Compliance Audit Conduct a monthly compliance review and ensure documentation is up to date. Change Management Procedures Document any proposed changes to MSL, response distances, or response times. Obtain necessary approvals from senior management. Communicate approved changes to vendors and ensure implementation. Update internal documentation and trackers accordingly. Escalation Procedures Immediate escalation to senior management for critical vendor non-compliance. Escalate repeated or unresolved technical issues to the Technical Department. Log all escalations and track until resolution. Preferred qualifications/attributes/skills: PSIRA certification Grade A Grade 12 or equivalent qualification Minimum 5 years operational management experience/exposure Good Labour Relations skills Excellent written & verbal communication skills A working knowledge of MS Office (Word, Excel, Outlook, Google Earth) Bilingual (English and any other South African language) Good interpersonal and customer relations Ability to work independently and under pressure Willing to work extensive hours as and when required Willing to work after hours and be on standby Clean disciplinary, criminal and credit record Code 08 Drivers license and own reliable transport Experience of implementing Quality Management Standards The ability to manage and deliver projects, draft and implement policies and influence senior stakeholders Experience of working with control room systems Analytical and quality focused able to produce accurate management information Excellent presentation and IT skills are required Target and KPI focused yet able to deliver whilst maintaining employee engagement Excellent people and performance management skills: motivate, coach, develop, inspire and ability to identify training needs Experience of successfully leading teams to constantly achieve company objectives The ability to communicate with all levels, from senior management to operational staff Firearm competency Skills: Strong analytical and incident management ability Excellent communication and client liaison skills Tactical deployment coordination experience Proficient in operational reporting and data analysis Strong leadership and decision-making ability Key Attributes: High level of integrity and accountability Analytical thinker with strong attention to detail Excellent communicator and collaborator Results-driven with a focus on compliance and performance Able to operate effectively under pressure and in dynamic environments