Operations Manager (Watchkeeper)

Location: Henley on Thames
Salary: circa £34k + corporate benefits (incl 33 days holiday)

Role Summary

Essentially it is an Operations Centre, very similar to a military one: you will be part of a 9 strong team (mixed ex-military / political sciences, with two people being on duty at any one time); the first point of contact for Clients, providing telephone based advice and support to a global client group. You will also be involved in Preventative and Incident Response planning, report writing and execution. The team currently operates a 16-day shift pattern.

Successful candidates in the past have been at high grade Sergeant / Corporal level, and have come from Infantry, Royal Signals, Intelligence Corps, RMP and RE, though there is no barrier to other Service backgrounds.

The Company

This organisation assists clients of its owner, a leading insurance company, in risk mitigation and in the management of insured events such as kidnap and ransom, political evacuation / political risk and general security eventualities when these occur. Our client has specifically asked for relevant military expertise in filling this role.

Responsibilities

  • Ensure the requirements of external legislation and regulations (e.g. Financial Conduct Authority, Lloyd’s legislation, Money Laundering/Proceeds of Crime, Data Protection, Health & Safety), company best practice and other general business compliance procedures are adhered to at all times. In short – apply SOPs. 
  • Be prepared to assist in contingency planning and the coordination of responses to global incidents and crises. In short – Operational Watch-keeper.
  • Communicate effectively with internal and external stakeholders to provide initial incident support. In short – provide regular Sitreps.
  • Monitor world current affairs and research designated regions, events and incidents to develop an intelligence picture, sending reports if required. In short – Intelligence Analysis.
  • Work effectively as a member of a small team, enabling continuity of service 24/7. The work therefore involves some shifts in unsociable hours. In short – Team Player.
  • Client orientation
  • Demonstrates a desire to work with, serve and be as helpful as possible to clients (internal / within the firm and external). Applies initiative and tenacity in anticipating, understanding, delivering and aiming to exceed expectations.

Relevant Skills & Experience

  • At least 3 years’ military service in the British Armed Forces – ESSENTIAL
  • Risk Management Qualification – DESIRABLE
  • Insurance Markets knowledge – DESIRABLE
  • Language skills (French and Spanish in particular, but all linguistic skills useful) – DESIRABLE
  • Private security or maritime security experience – DESIRABLE

Key Skills

  • Planning and organising.
  • Sets priorities and takes an organised approach to work, setting realistic timescales to achieve objectives within deadlines.
  • Calm under pressure.
  • Quality and accuracy focus.
  • Maintains high quality standards and accuracy in the output produced, even with pressing deadlines, and encourages others to meet similar standards: a team player.
  • Evaluates work to achieve accurate results and high levels of excellence, recommending improvements where necessary.
  • Technical and professional knowledge and skills. 
  • Pursues and acquires relevant technical, professional qualifications and applies their knowledge, skills and experience to the role.
  • Builds on their knowledge and skills and uses these to develop others.

Key Competencies

Communication

Communicates information clearly, concisely and coherently with a range of different audiences to satisfy their needs and interests: adapts style and language to suit the audience. Plain English, correct spelling and good grammar are essential.

Continuous learning (personal learning and development)

Takes a proactive approach, and actively seeks feedback and opportunities to develop and improve competence, both inside and outside of the company: displays an ongoing commitment to learning and self-improvement.

Results orientation

Demonstrates determination, flexibility and a willingness to adapt approach in order to deliver high quality results on time (‘mission command’). Consistently strives to meet or exceed expectations.

Risk and regulation

Understands or can quickly pick up the legal and regulatory frameworks that apply to company business, appropriate business standards and the importance of complying with these at all times; can accurately describe the financial, reputational and other risks that arise from non-compliance. Understands the key risks and controls impacting own role.

Teamwork and collaboration

Collaborates and networks easily with a range of people; both internally and externally; to develop mutually beneficial long-term relationships; cooperates across the business to build their credibility as a team player and valued colleague.