Group Manager - Standards and Compliance

Group Manager -  Standards and Compliance
Make a difference every day 

We are a multinational organisation with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".  
 
Your Opportunity 

We are looking for an experienced and dedicated Group Manager who will manage standardisation of all processes and policies across the West Coast Region including; policy development, compliance assessments, and regulatory adherence for our emergency services operations within the Non-Aviation domain – always ensuring compliance with regulation and contractual scope.

The ideal candidate should have the ability to Ensuring efficient and effective emergency preparedness, response, and recovery efforts this role is critical to maintaining the highest level of compliance, ensuring that our services align with local, federal and international regulations.

This role reports directly to the Head of Emergency Service, the role is part of the Emergency Services Leadership Team.

Reporting directly to the Head of Emergency Services, the role is part of the Emergency Services Leadership Team. 

Reporting directly to the Area Manager – Service Delivery, indirect reporting line to the Head of Operations- West Coast KSA.

Other key internal relationships include:

• Chief Fire Officers
• Station Managers
• Watch Managers
• Growth & BD Team
• Operational Directors
• Contract Managers
• LPFS
• PFM
• All key clients

Other key global relationships include:

• Emergency Services Senior Managers and post holders from other Serco regions
• Senior Managers of Emergency Planning College - UK, IFTC – UK and Defence Academy - UK

Key Accountabilities 

Policy Development: 

• Develop, review, and update emergency services policies and procedures to ensure they align with industry standards and regulatory requirements either autonomously or within a working group.
• Ensure (in conjunction with the Area Manager – Service Delivery) that all policies and procedures are kept up to date and understood and followed by the teams 
   

Culture:

• Develop, review, and drive culture improvement initiatives across the service. Harbouring and fostering the quality and values of our people and service and driving Serco Values throughout all activities.

Compliance Management: 

• Monitor and ensure compliance with all applicable laws, regulations, and standards governing emergency services operations.
• Act as key Point of Contact legal compliance reviews
• Lead all legal compliance activities

Audits and Inspections: 

• Conduct regular audits and inspections of emergency services facilities, equipment, and personnel to identify compliance issues and recommend corrective actions.
• Key point of contact for any external audit queries.
   

Training and Education: 

• Direct management of the Training manager and ultimate responsibility for the overall standardisation of training across the West Coast region (in collaboration with IFTC Middle East)
• Collaborate with training teams to develop and deliver safety and compliance training programs for emergency services personnel, ensuring they are well-informed and up-to-date on policies and regulations.
   

Documentation: 

• Ensure maintenance of accurate records of compliance-related activities, reports, and documentation for internal and external audits.

Risk Assessment: 

• Identify potential compliance risks and develop strategies to mitigate them, working closely with relevant stakeholders.

Policy Communication: 

• Communicate changes in policies and regulations to all relevant departments and ensure that they are implemented effectively.

Emergency Response Support: 

•  Assist in coordinating emergency response efforts during critical incidents, ensuring that compliance standards are maintained even in high-pressure situations.

Stakeholder Collaboration: 

• Collaborate with local authorities, regulatory agencies, and community partners to build strong working relationships and stay informed about changing regulations and best practices.

Performance Metrics: 

•  Establish key performance indicators (KPIs) for compliance and policy adherence and regularly report on the area's performance to senior management

Specific Requirements

• Leadership skills to motivate teams and drive the business to enact change.

  
  

• Proactive, can do attitude with drive for improvement and appropriate attitude to inspire others

  
  

• Highly collaborative with all levels of the hierarchy, with strong influencing skills. 

  
  

• Ability to develop and communicate a clear vision and make informed decisions that align with the organisation's mission and objectives.

  
  

• In-depth understanding of emergency response protocols, disaster preparedness, risk assessment, crisis communication, and regulatory compliance.

  
  

• Skill in building and managing high-performing teams, fostering a collaborative and innovative work environment, and providing mentorship and professional growth opportunities.

  
  

• Ability to identify potential risks, assess vulnerabilities, and develop strategies to mitigate the impact of emergencies and disasters.

  
  

• Strong safety focus and ability to manage investigations and ensure outcomes / recommendations are implemented. 

  
  

• Strong communication and interpersonal skills to effectively relay information during emergencies, maintain transparency, and manage public relations.

  
  

• Familiarity with relevant laws, regulations, and industry standards related to emergency management and the ability to ensure organisational compliance.

  
  

• Capacity to embrace and implement innovative technologies and best practices to enhance emergency response capabilities and adapt to evolving challenges.

  
  

• Skill in building and maintaining relationships with external partners, including government agencies, first responders, community organisations, and other stakeholders.

  
  

• Aptitude for analysing complex situations, making critical decisions under pressure, and solving problems effectively to ensure successful emergency response operations.

  
  

• Ability to convey complex information clearly and succinctly to diverse audiences, both internal and external, to facilitate understanding and cooperation.

  
  

• Strong commitment to ethical behaviour, integrity, and accountability in all aspects of emergency services leadership.

  
  

• Proficiency in planning, organising, and executing multifaceted projects and initiatives within established timelines and budgets.

  
  

• Skill in engaging with various stakeholders, including local communities, government agencies, media, and the public, to build trust and facilitate cooperation.

  
  

• Capacity to analyse data, assess situations, and make data-driven decisions to optimise emergency response strategies and resource allocation.

  
  

• Skill in addressing conflicts and managing challenging situations, both within the department and externally, to ensure effective collaboration and teamwork.

  
  

• Driven to stay updated on industry trends, emerging technologies, and best practices in emergency management through ongoing professional development

  
  

Qualifications

• Minimum of 5 years of experience in emergency services, policy development, and compliance management.
• Minimum of 5 + years experience in the emergency services and crisis management capability
• Strong understanding of local, state, and federal emergency services regulations and standards.
• 5+ years’ experience in the Middle East, with Saudi Arabia knowledge desirable. 
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proven leadership and team management experience.
• Ability to work effectively under pressure and make critical decisions during emergency situations.
• Certification in emergency management or related field is a plus.
• Ability to operate within the ethics and values of the Serco Group.
• Health and Safety qualifications are desirable

What’s in it for you? 

• At Serco, our core values drive everything we do, and we believe in fairly compensating our colleagues for the value they bring to our organization. We are proud to offer a total reward package at Serco which includes: 

• Competitive monthly pay and allowances that are commensurate with the role and industry standards 

  
  

• High standard of company provided accommodation, access to transport & meals provided

  
  

• Comprehensive medical insurance coverage and life insurance, so our employees can feel secure in their health and financial wellbeing 

  
  

• We recognize the importance of work-life balance, which is why we offer competitive leave benefits that exceed industry standards 

  
  

• We offer an annual airfare allowance to support our expat colleagues to stay in touch and visit their loved ones 

  
  

• We pride ourselves on providing a supportive work environment where we foster a positive Safety-First culture 

  
  

• We care deeply about our colleagues' wellbeing and offer access to wellbeing programs and platforms to support their physical, mental, and emotional health. 

  
  

• As a global organization, we offer a vast array of career paths for our employees to choose from. The scale and breadth of our organization provides our colleagues with opportunities for growth and variety in their career path, both regionally and globally. 

  
  

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