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Armed Response Manager
Job in
Centurion, 0014, South Africa
Listed on 2026-03-01
Listing for:
Bidvest Protea Coin
Full Time
position Listed on 2026-03-01
Job specializations:
-
Management
Operations Manager, General Management
Job Description & How to Apply Below
The suitable candidate’s 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Engage with both armed response vendors to confirm operational readiness.
- Review previous day’s incidents and unresolved issues.
- Assess vendor KPI performance (response times, event quality, service compliance).
- Document variances and take corrective action where needed.
- Capture all response events, performance metrics, and incidents.
- Ensure tracker is accurate and accessible to management.
- Meet or communicate with Operations Managers to align daily activities.
- Raise any concerns affecting KPI performance or operational effectiveness.
- Monitor active responses in real time.
- Identify false alarms or repeated signals and escalate to Technical.
- Consolidate all response data into weekly summaries.
- Highlight patterns, risk areas, and vendor performance issues.
- Submit weekly performance data to Operations Managers.
- Provide recommendations for operational alignment.
- Hold weekly sessions with vendors to review performance and action improvements.
- Review vendor performance for the month against SLA obligations.
- Calculate and verify penalties, obtain sign-off, and submit to Finance.
- Attend or present monthly performance findings to senior management.
- Discuss required changes to MSL, response times, or distances.
- Conduct a monthly compliance review and ensure documentation is up to date.
- 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…
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