Program Manager

Responsibilities

• Represent Pinkerton's core values of integrity, vigilance, and excellence.
• Manage a medium-sized team of mixed-skillset professionals providing safety and security support to the client's Corporate Security operations in India.
• Evolve the current operations centre into a first-class regional program, level-setting with existing Corporate SOCs to ensure consistency in customer experience and product delivery while scaling.
• Monitor key performance indicators, determine gaps in performance metrics, and recommend/execute change management techniques for efficiency/quality improvements.
• Evaluate existing technical capabilities and systems and identify opportunities for improvement.
• Analyse, develop, and strengthen processes and procedures while spearheading the integration across the greater team.
• Empower the team to utilize the resources and knowledge necessary to manage smaller incidents and escalations.
• Provide motivation for the team and leadership during crisis and incident response situations.
• Manage and maintain the work within software programs used to support operational processes such as executive security, emergency notification, and global incidents.
• Collaborate with our vendor partners and onsite leads to mitigate failures and improve performance.
• Liaise and serve as point of contact with security managers from physical, technical, and prototype teams.
• Develop strategies to leverage operations centre capabilities to support regional security goals.
• Serve as a point of escalation for inter-company customer service issues.
• Develop and maintain effective and active working relationships with primary vendors, strategic business partners and team members, and actively foster an environment of teamwork.
• All other duties, as assigned.

Qualifications

Bachelor's degree or equivalent with at least five years of direct experience managing security operations, GSOC, command centre or call centre organizations or five years experience working within a GSOC, fusion centre, dispatch centre, or similar organization.

• Knowledge of crisis management with an emphasis on preparedness and response efforts.
• Knowledge of security technologies including CCTV, access control, and incident management systems.
• Lenel, security-focused PSIMs, and industry standard technical applications.
• Able to multi-task and adapt to changing priorities and tasks.
• Effective written and verbal communication skills.
• Project management skills.
• Ability to effectively prioritize and manage multiple tasks while maintaining strict deadlines.
• Analytical acumen and data-driven mindset towards decision-making to define strategy, spark growth, and fuel long-term impact.
• Able to handle high-impact situations and remain effective under pressure.
• Able to guide others to deliver outstanding results in a timely manner using a strong sense of focus, organization, and meticulous attention to detail.
• Computer skills; Microsoft Office and Tableau.