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Assistant Senior Manager Maritime Services

3 months ago

Sydney, New South Wales, Australia certisciscP2 Full time

Position Purpose

Reporting to the Senior Manager Maritime Services, this role will be responsible for client services of NSW Maritime clients/projects within their portfolio.

The Assistant Senior Manager Maritime Services maintains existing business in the manner to which they ensure service delivery and operational security are delivered without delay and or compromise. This role is designed to complement the Senior Manager role, providing necessary support and taking on delegated responsibilities to ensure the smooth operation of the Maritime Services department. The Assistant Senior Manager should be prepared to step into the SMMS role when needed and contribute significantly to both strategic and operational aspects of service.

The Assistant Senior Manager Maritime Services is also responsible for collaborating with different Certis divisions / departments to improve customer service delivery programs and enhance customer satisfaction.

Key Responsibilities

Management of NSW Maritime Clients

  • Work closely with CERTIS management to ensure service delivery meets contract KPIs, SLAs, and contractual requirements.
  • Provide overall management and leadership to the Maritime Senior team.
  • Develop and motivate the Maritime Managers to further their Maritime knowledge.
  • Ensuring skill levels are maintained and MSGs are trained and inducted to fulfill the required Maritime roles.
  • Represent CERTIS Maritime services in relevant Maritime legislative and Maritime forums.

Customer Satisfaction

  • Act as a support point of contact for Maritime customers, aiding in maintaining and strengthening business relationships.
  • Ensure all contractual Reporting and billing components are met promptly and correctly.
  • Ensuring customer service delivery meets client expectations.
  • Effectively handle client complaints, ensuring all issues are analysed and resolved in a mutually satisfactory manner.
  • Participate in the CERTIS meetings requested

Quality – which includes adherence to contracts and processes

  • keep up-to-date comprehensive training and assessment processes for MSGs and Authorized Screening officers.
  • Ensure all contract documentation is maintained.
  • Ensure all Certis Maritime staff comply with the security licensing laws and related regulatory benchmarks.

Operations Management (Hands-on)

  • Providing hands-on support in operational decision-making and leadership tasks.
  • Satisfactory handling and resolving of client complaints.
  • Guide and support operational teams when dealing with emergencies and challenging Security situations.
  • Conduct and document routine site internal operational audits and inspections.
  • Coordinate with law enforcement and other external agencies during security incidents or investigations.
  • Oversee MSG teams' daily Cruise Operational activities, including Static Sites.
  • Performance reviews of the CERTIS Management team are periodically conducted and documented.
  • Assist when required in pre-planning of seasonal projections before season commencement (staffing, equipment, logistics, uniforms...)
  • Periodically review and update Maritime SOPs and PDs to ensure the team is well informed of all changes in the maritime space as they occur.
  • Maintain a management site presence as per Client expectations.
  • Show strong leadership on critical days (Double and triple vessel visits, maiden and inaugural brand launches and major events).

Assist Senior Manager Maritime Services (SMMS)

  • Support the SMMS's role by following their advice during Maritime division growth, Maritime clients and legislative requirements changes.

Qualification

Mandatory

  • Current Security License 1AC.
  • Port Facility Security Officer certification (or able to obtain).
  • Proven 5-year experience as a Manager in Maritime Security Operations.
  • Minimum of 8+ years' experience in the Security Industry.
  • Excellent organisational and leadership abilities.
  • Must satisfy the Maritime Clients vetting process successfully.

Desirable

  • Certificate IV Leadership and Management.
  • Diploma/Degree in Security and Risk Management.
  • Accreditor certification by the Department of Home Affairs CISC.

Skills

  • Building a successful team - Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of goals
  • Communication - Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
  • Delegating responsibility - Allocating decision-making authority and/or task responsibility to appropriate others to maximise the organisation's and individual's effectiveness.
  • Customer focus - Making customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
  • Managing work (includes time management) - Effectively managing one's time and resources to ensure that work is completed efficiently.
  • Planning and organising - Establishing courses of action for self and others to ensure that work is completed efficiently.
  • Team development - Using appropriate methods and interpersonal styles to develop, motivate and guide a team oward a successful completion of a program/project; modifying behaviour according to tasks, situations and team members involved.

Knowledge

  • Understanding operational requirements of a Client Services Manager
  • Strong understanding of Protective Services industry

Experience

  • 8+ years' experience in the security industry (preferably Maritime Sector).
  • Experience managing a Maritime team to desired outcomes.
  • Proven experience in leading management teams.

Benefits & Culture

  • Friendly and inclusive environment
  • Growth and development are supported and promoted
  • A discount program where employees, and their family members, can save at over 400 retailers Australia wide
  • A well-being program that provides advice about mental, physical, and financial well-being
  • An Employee Assistance Program (EAP) that is available to employees and their families
  • Cultural diversity is valued and supported
  • Emphasis on learning and development, where a state-of-the-art LMS is available to all employees

Diversity Statement

Certis Security Australia promotes diversity in the workplace through our Diversity Inclusion initiative and via our Indigenous partnership with Corroboree Security. We encourage women, Aboriginal and Torres Strait Islander peoples to apply for this role.

Should you apply please be advised that should a decision be made to proceed with your application to the next stage of the recruitment process, it is only at this stage will a member of the recruitment team be in contact with you.

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