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Operations Support Manager – Retail Security (OCS UK & Ireland)
About the Role
Working Pattern: This role requires full flexibility to support operational needs across Livingstone, working a two-week rolling roster:
- Week 1: Monday to Friday
- Week 2: Tuesday to Saturday
The Operations Support Manager is a critical role involved in ensuring that security policies, procedures, and operational standards are consistently implemented across frontline operations. Acting as the bridge between strategic objectives and operational delivery, this position is responsible for:
- Auditing site performance
- Driving compliance
- Developing frontline capability
- Supporting operational excellence through training, coaching, investigations, and stakeholder engagement
The successful applicant will work closely within Morrisons Retail Group Security, partnering with OCS to provide high-quality security and crime prevention solutions across the UK store estate. The role involves collaboration with:
- Frontline teams
- Operational management
- Human Resources (HR)
- External stakeholders
Key Responsibilities
The Operations Support Manager will lead on the following areas:
1. Operational Support & Service Delivery
- Support the delivery of the crime prevention strategy across assigned sites, aligning deployments with operating models and assignment instructions.
- Monitor deployment activity, challenge inconsistencies, and ensure effective resource utilisation.
- Gather and share site intelligence to support crime reduction initiatives and operational improvement.
- Provide day-to-day operational support, including:
- Responding to deployment queries
- Managing shift cover requests and holiday requests
- Resolving operational issues
- Enhance site operations through proactive workforce planning and clear communication.
2. Compliance & Auditing
- Conduct regular site audits to assess compliance with:
- Company policies
- Assignment instructions
- Operational standards
- Identify non-compliance issues and implement corrective action plans.
- Maintain accurate audit records, including:
- Findings
- Actions taken
- Outcomes achieved
- Drive continuous improvement initiatives to enhance operational effectiveness and service quality.
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3. Training, Coaching & Development
- Deliver ongoing training and operational guidance to frontline teams, including:
- Crime Prevention Officers (CPOs)
- Retail Security Officers (RSOs)
- Ensure full understanding of site instructions, policies, procedures, and standards.
- Identify skills gaps and develop individual and team performance plans.
- Support:
- Onboarding and induction
- Ongoing professional development programmes
4. Investigations & Employee Relations
- Lead or support investigations into:
- Security incidents
- Misconduct allegations
- Operational breaches
- Disciplinary matters
- Gather, review, and document evidence in line with:
- Company policy
- Legal requirements
- Best practice standards
- Collaborate with HR, management teams, and external agencies to ensure fair and professional investigations.
- Compile investigation reports and recommend appropriate outcomes and actions.
5. Policy & Process Improvement
- Support the development and implementation of new operational policies and procedures.
- Review and refine existing processes to improve:
- Efficiency
- Compliance
- Service delivery
- Contribute operational insights to support business improvements.
6. Reporting & Performance Management
- Maintain accurate operational records and management information.
- Analyse performance data to produce reports for:
- Decision-making
- Risk management
- Monitor Key Performance Indicators (KPIs) and provide recommendations for improvement.
- Ensure operational performance meets contractual and business requirements.
7. Stakeholder Management
- Build and maintain effective working relationships with:
- Clients
- Operational teams
- HR
- External partners
- Act as a trusted operational contact, providing:
- Guidance
- Support across the business
- Promote a positive culture focused on:
- Professionalism
- Accountability
- Continuous improvement
Requirements
Essential Criteria
- Right to Work in the UK
- Full UK driving licence
- Active SIA (Security Industry Authority) licence
- Proven experience within:
- Security operations
- Compliance management
- Operational support/managerial roles
- Strong understanding of:
- Security operations
- Service delivery
- Compliance requirements
- Experience in:
- Conducting investigations
- Managing employee relations matters
- Ability to:
- Deliver training and coaching
- Lead performance improvement initiatives
- Excellent communication skills and stakeholder management experience
- Strong analytical, organisational, and problem-solving abilities
- Prior experience in producing reports and analysing performance data
- Proficiency in Microsoft Office applications
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Desirable Skills & Experience
- Previous work in retail security or crime prevention environments
- Knowledge of employment legislation and investigation best practices
- Relevant security industry qualifications
- Experience managing large multi-site security operations
About OCS UK & Ireland
OCS is a leading facilities management company, employing 50,000+ colleagues with a turnover exceeding £2bn. The business specialises in:
- Facilities management
- Hard services
- Cleaning
- Security
- Catering
Our TRUE values (Trust, Respect, Unity, Empowerment) guide how we conduct business and support our teams.
Why Work for OCS?
Our colleagues are at the heart of our success—here’s what we offer:
✅ Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025. 🚀 Digital Learning: Access courses and resources through the OCS Academy. 🙂 Retail Perks: Enjoy Hapi app access, offering exclusive discounts, rewards, and wellbeing resources. 📝 Professional Growth: Over 600 live learners in the UK & Ireland, with empowering career development opportunities. 💰 Flexible Pay: Use Wagestream to access earned wages before payday (contract-specific).
How to Apply
OCS values diversity and inclusion, and we welcome applications from all backgrounds, including those with disabilities. Reasonable adjustments will be made throughout the recruitment and employment process.
Join us at OCS and take advantage of:
- Professional development opportunities
- Structured career progression
- Collaboration with inspiring teams
Ready to make an impact? Apply today.
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