Regional Operations Manager (EMEA)

About the role

Reporting directly to the Regional Account Director (RAD) for the company, this role will act as the subject matter expert (SME) to help define best practices for teams across the EMEA region. The position requires an understanding of change management protocols, assessing processes to meet identified needs, and applying skills to projects, processes, and procedures for effective embedding within the organization. Additionally, it's essential to understand the customer, including their requirements and usage behaviors.

Responsibilities

Daily Duties

• Lead operational strategy and execution across the EMEA region.
• Ensure operational planning, resource allocation, and KPI performance.
• Collaborate with branches and line managers to streamline day-to-day operations and service quality.
• Oversee quality assurance for onboarding processes.
• Act as the primary point of contact for client-facing projects, ensuring all deliverables are met.
• Manage end-to-end project lifecycle: initiation, planning, execution, monitoring, and closure.
• Coordinate guard force strategic projects aligned with business objectives.
• Develop and implement scalable project methodologies for timely and budget-aligned execution.
• Provide regular updates and documentation to stakeholders on project milestones and risk assessments.
• Support the RAD in developing strategy towards profitable growth and operation of the company.
• Develop strategic operating plans reflecting long-term objectives and priorities established by senior management.
• Assume full accountability to the RAD for all company operations.
• Identify and develop new opportunities for sustained growth.
• Ensure operational objectives and performance standards are understood and owned by management and employees.
• Implement company policies and procedures successfully.
• Build and maintain an effective Management Team.
• Develop policies that correlate with strategies.
• Implement effective processes and standards.
• Oversee projects in accordance with regulations and track their completion status.
• Collaborate with branches to develop standardized policies and processes across various regions.
• Work with all managers to maximize employee performance and take remedial action where necessary, informing the RAD of significant changes impacting the business.
• Oversee quality assurance of KPIs for all onboarded security staff in line with the MSA.
• Recruit, interview, and hire key team members.
• Conduct periodic audits.
• Oversee completion rates of company training.
• Ensure services are planned, delivered, and evaluated based on customer and company needs.
• Handle escalated customer issues.
• Act as the main point of contact for all Operations & Projects related topics.

Communication

• Oversee internal communication.
• Maintain effective communication with line managers (Data & Compliance Manager, Training and Development Manager & Regional Account Managers) to ensure the highest customer service and care, promoting a safe and secure environment in alignment with client requirements and company policies.

The role is customer-facing, and daily contact with the ACS Leadership is integral, making effective communication essential.

Continuous Improvement

• Deploy best practices across the scope and function, driving continuous improvement activities.
• Identify and initiate improvement opportunities; recognize issues, propose solutions, critically evaluate them, and implement effective resolutions.
• Analyze operational and financial indicators to continuously improve account performance.

Relationship Building and Collaboration

• Develop and maintain strong customer relationships.
• Demonstrate the core brand values and culture of both the company and the client, promoting a positive image.

Collaboration is key and requires transparency to build trust between customer and service provider for long-term relationships.

Decision Making

• Take responsibility for team actions.
• Support the decision-making process with accurate information as required.
• Evaluate different situations using best practice problem-solving skills and take initiative.
• Make emergency decisions for the team as needed.

Requirements

• Bachelor's Degree in Criminal Justice, Security, Law Enforcement, Business Management, Accounting, or equivalent education or significant years of work experience.
• Understanding of employment legislation relating to the provision of security staff across the region, including their potential moves between providers.
• Experience dealing with information and intelligence, interpreting security threats and risks, and managing investigations.
• Advanced skills in all Microsoft products.
• Holding a security license.
• Fluent in English; ability to speak other languages common in the region is a plus.

Soft Skills

• Strong understanding of international relationship building and cross-functional/peer relationships.
• High attention to detail and accuracy.
• Ability to communicate clearly and concisely (written and verbal, presentation and interpersonal skills).
• Results-oriented with a strong delivery focus; can work both independently and collaboratively with global teams.
• Technical mindset with prioritization abilities.
• Confidently present to all levels within the enterprise.
• Flexible and adaptable.

Working conditions

The preferred location for this role is Luxemburg or United Kingdom, but all EMEA locations will be considered, especially for internal candidates.

What we offer

We believe in doing the right thing and doing it well—for our customers and our employees. Our workforce is diverse, bringing various talents and perspectives. We aim for diverse representation throughout the company and are committed to equal pay, safe working conditions, gender balance, and an inclusive work environment with a wide range of skills and development opportunities.