Job Purpose
The Surveillance & Security Manager has the overall responsibility and accountability for leading and managing the surveillance, compliance and security operations (including the management of the inhouse security company) for the business unit in line with gaming regulations; legislative requirements and company standards.
The Surveillance & Security Manager has the overall responsibility and accountability for leading and managing the surveillance, compliance and security operations (including the management of the inhouse security company) for the business unit in line with gaming regulations, legislative requirements and company standard.
Key Performance Areas
Surveillance & Security Business Plans
Understand the business strategy, and develop and align objectives for the Unit's Surveillance and Security function
Facilitate the management and achievement of milestones of deliverables
Understand and integrate leading trends and technology with regards surveillance and security practices
Conduct a risk analysis of the business unit areas with regard to internal and external risk and compliance management
Manage and allocate people and operational resources
Oversee the daily security operation through the management of the outsourced security company
Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
Act as a Subject Matter Expert on issues of safety, surveillance and security for the business unit
Surveillance & Security Standards & Governance
Oversee the development and availability of surveillance and security standards and processes at a unit level - ensuring they are updated, communicated and embedded
Monitor and align practices with new legislative compliance, gaming regulation requirements and security protocols
Implement sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
Conduct weekly walkabouts of all functional areas, both front of house and back of house areas to monitor compliance
Ensure all staff are trained and found competent against regulatory requirements
Works with internal stakeholders (surveillance, security and internal auditors) to identify risk areas and address these
Implements CCTV system and inspections according to legislative requirements
Complete the following reports in line with relevant requirements:
Gaming Board reports
Investigative/ Audit Reports
Monthly Financial Review reports
Risk Reports
Month end reports
FIC reporting
People Management
Provides direction and support to management and employees with regard to surveillance, compliance and security policies, procedures, initiatives and innovations
Provides motivation and leadership to promote positive working relationships and employee relations within the department
Track, measure and enhance employee engagement
Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
Source and Select talent as per EE plan
Drive the employee value proposition
Performance Management and coaching of reporting managers to ensure KPA's are achieved
Facilitates a performance management culture
Budget management
Manage the financial standards for the surveillance and security functions including:
Budget development and management
Cost and expense management
Monitoring of PIP and forecasting, making recommendations for cost efficiency (where relevant)
Report on the financial outcomes and results for the function
Motivate and manage Capex requirements
All contracted costs and supplier price quotes are reviewed and monitored
Oversee the conducting of accurate stock takes
Report on project status updates
Customer Experience Management
Develops standards on the customer experience for security and surveillance in line with the unit strategy and customer value proposition
Deals with escalations / complaints effectively and efficiently to resolution
Be available on the floor to interact with VIP punters and guests when required
Enable staff that interact with the customer telephonically or in person to provide the correct customer experience standards.
Vendor Management
Provide input into the sourcing and negotiating of secure contracts and a SLA with the security provider for the business unit (as required)
Monitor the daily operations, planning and staff management of the security contract, to ensure maximum security coverage
Communicate on a daily basis and maintain the relationship with the service provider
Provide support and advice to the service providers on challenges to assist in building an effective partnership for the benefit of the property
Assist with resolving obstacles that may need to be addressed to achieve a secure operation and agreed results
Manage contract deliverables and performance
Stakeholder relationship management
Informs department / staff of information required to perform the duties in the surveillance and security operations effectively
Communicates department's objectives, standards and operating procedures to internal and external service providers as per SLA
Communicates any special requirements to other relevant operating departments
Provides feedback and reports back to Unit management on the critical incidents and challenges within the gaming environments
Liaises with authorities and police with regards investigations and case management
Interact and build relationships with Gaming Board; and liaise on issues of compliance and required regulations
Consult with stakeholders and provide feedback to necessary parties
Job Requirements
Education
3 year diploma or bachelor's degree in Security Management .
B Tech Degree in Security Management is advantageous
Experience
Minimum of 5 years' experience in Surveillance management (preferably in the gaming industry)
Previous security experience is an advantage
Skills and Knowledge
Meets the requirements for a key Gaming License
PSIRA B grade certificate
Ability to work shifts that meet operational requirements
Mobility and ability to move around as per job requirements (including with the use of aids)