Operations Manager

Job Title:

Location:

Work Schedule:

Experience Required:

Team Size Managed:

Client Base:

Job Summary:

Operations Manager – CCTV Surveillance

Key Responsibilities:

• Team Management:

  Lead, mentor, and manage a team of 50+ CCTV surveillance executives across multiple shifts.

• Operational Oversight:

  Ensure daily operations are carried out efficiently, maintaining service level agreements (SLAs), turnaround times (TATs), and quality metrics.

• Client Coordination:

  Act as the key point of contact for global clients; manage expectations, resolve escalations, and conduct regular performance reviews.

• Process Optimization:

  Identify operational gaps and implement process improvements to enhance productivity, accuracy, and client satisfaction.

• Compliance and SOPs:

  Ensure strict adherence to company and client-specific standard operating procedures (SOPs), data privacy, and compliance guidelines.

• Reporting:

  Generate and analyze regular reports on team performance, shift coverage, incident logs, and client feedback.

• Training & Development:

  Collaborate with the training team to onboard new team members and upskill existing staff to ensure consistent quality.

• Crisis Management:

  Handle emergency escalations, security breaches, or service disruptions promptly and professionally.

Key Requirements:

• Education:

  Bachelor’s degree in any discipline. Additional certifications in security/surveillance/operations are a plus.

• Experience:

• Minimum of 5 years in an operations management role, preferably in CCTV surveillance, BPO/KPO, or a security services firm.
• Experience handling global clients (UK/US/Canada preferred).
• Proven ability to manage large teams (50+ staff).

• Skills:

• Strong communication and interpersonal skills
• Excellent organizational and problem-solving abilities
• Proficiency in shift planning, team scheduling, and KPI management
• Ability to thrive in a fast-paced and high-pressure environment
• Familiarity with surveillance tools, reporting dashboards, and MS Office Suite

Work Conditions:

• Weekly rotational shifts (including nights/weekends based on team requirements)
• 6-day working schedule
• Onsite role at Ahmedabad location