Operations Coordinator - Response One Ghana Limited

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Role Purpose

Support the Operations Manager in delivering reliable guarding and alarm response services. Coordinate staffing, client and sales support, contracts, billing, stores and equipment. Maintain accurate data and track agreed actions so the manager can identify problems, approve decisions and verify completion.

• Reports to: Operations Manager

• Grade: Senior Operations Support

• Work base: Operations Office, Accra, with authorised site visits

• Working arrangement: Full-time, mainly daytime office hours, with documented handover to duty controllers

• Direct reports: None at appointment; coordinates records and follow-up across the operations team

Job Responsibilities

Operational coordination

• Prepare duty rosters for approval. Confirm attendance with controllers and supervisors, identify shortages and coordinate approved relief arrangements before shifts begin.

• Maintain current personnel, site, response hub and deployment records, including approved contact lists, instructions and escalation details.

• Coordinate recruitment needs, induction, training, leave requests and uniform requirements with the recruiter, trainer and relevant managers.

• Track instructions, inspection findings, missed patrols, response delays, incidents and corrective actions. Record the owner, deadline, progress and evidence of completion; escalate overdue or serious matters.

• Coordinate an approved checklist for new sites and service changes covering staffing, equipment, site instructions, emergency contacts, control room readiness and billing dates. Maintain current site files and obtain evidence that assigned personnel have been briefed.

Client support and liaison

• Act as the daytime contact for routine operational enquiries. Record complaints and requests, acknowledge them promptly and coordinate action with the responsible team.

• Arrange agreed inspections, maintenance visits and client reviews. Prepare service reports and updates for approval, and follow up commitments until completion is verified.

• Keep clients informed of confirmed progress and seek feedback after resolution. Escalate emergencies immediately to the duty control room and Operations Manager.

Client contract control

• Ensure every client has a current contract signed by both parties covering all active sites and services. Check completion before new service activation, coordinate authorised company signatures and provide the client with the executed copy.

• Maintain a secure contract register and signed copies for authorised Operations and Accounts staff. Record scope, rates, variations, service dates, expiry and renewal or notice dates. Chase signatures and flag approaching deadlines.

• Reconcile signed contracts with active services and billing monthly. Identify existing clients with missing, expired or incomplete contracts, agree follow-up deadlines with the Operations Manager and track every case to completion.

Support to the Operations Manager

• Organise the information, appointments and follow-up needed for the Operations Manager to direct the team effectively. Agree priorities and sales support time each week, address urgent service issues promptly and escalate decisions requiring approval.

• Prepare a ten-minute morning briefing on overnight incidents, staffing gaps, asset availability, urgent client matters and decisions required. Present the supporting facts and proposed next steps.

• Manage the diary of the Operations Manager, arranging site inspections, client meetings, staff interviews and reviews. Prepare agendas, relevant records and visit schedules beforehand.

• Maintain the action list agreed with the manager, with named owners, deadlines, progress and completion evidence. Follow up delegated instructions and escalate delays or incomplete work.

• Prepare a weekly forward plan covering staffing and relief needs, new deployments, recruitment, training, maintenance, client visits and approaching deadlines.

• Coordinate operational meetings, record decisions and assigned actions, and verify progress before the next meeting.

• Receive routine staff enquiries about leave, uniforms, payroll and welfare. Establish the facts and coordinate with HR, Accounts or supervisors; escalate serious or urgent concerns promptly.

• Assemble attendance records, incident reports and authorised supervisor statements for performance or disciplinary reviews. Keep case files confidential and submit them to the authorised manager for decisions.

• Provide a short end-of-day update on completed work, unresolved matters, upcoming commitments and decisions awaiting approval. Hand over urgent actions to the duty controller.

Sales support and account growth

• Identify guarding prospects in approved target markets, handle enquiries and follow up leads. Record prospect contacts, site requirements, source of enquiry, next action and expected decision date in the approved company system.

• Arrange site surveys with the Operations Manager, field supervisor and technical specialists as appropriate. Obtain the agreed staffing, equipment and service requirements before preparing an offer.

• Prepare draft guarding proposals and quotations using approved costing, rates and service terms. Coordinate related technical quotations with the responsible team and obtain approval before issue.

• Identify suitable needs among existing and prospective clients for monitored alarms, alarm response, Guard Tour, radios, CCTV, video verification, virtual patrols, access control and fire alarm services. Refer technical assessment and design to the relevant specialists.

• Follow up approved proposals, answer routine questions using approved information and record feedback, objections and decision dates. Refer pricing changes, discounts and additional service commitments for approval.

• Coordinate accepted proposals through signed contracts, approved onboarding, service activation and handover to Accounts. Maintain a weekly sales pipeline and record outcomes and reasons for lost enquiries.

• Work to agreed sales support targets. Report enquiries, quotations, signed contracts, activated services and payments confirmed by Accounts separately so management can distinguish activity from revenue received.

Stores and equipment control

• Manage the assigned operations stores and the records for equipment deployed to personnel, sites and response teams. Scope includes uniforms, boots, protective equipment, radios, bodycams, patrol devices, torches, batteries, chargers, accessories, consumables and assigned spares.

• Receive and check deliveries against approved purchase orders and delivery notes. Verify quantities, specifications, condition, serial numbers and accessories. Record discrepancies and isolate damaged or unverified items.

• Maintain an organised, secure store with labelled locations, uniforms recorded by size, and serviceable, damaged and repair items clearly separated. Control keys and record authorised access.

• Maintain a stock and asset register showing item code, description, serial or asset number where applicable, quantity, condition, location and current custodian. Distinguish company property from client-owned items.

• Issue equipment only against an approved request and signed receipt. Record the employee or site, date, quantity, serial number, accessories, condition and expected return date where applicable.

• Record returns, transfers, repairs and replacements with supporting acknowledgement. Check complete kits, including batteries, clips and chargers. Reconcile equipment during staff transfers and exits, and follow up overdue or missing items.

• Enter stock movements in the approved system on the same working day. Maintain minimum stock alerts and prepare replenishment requests for approval before shortages affect deployment.

• Check high-value items held in the store weekly. Complete a monthly physical count and reconcile quantities, serial numbers and custody records; arrange independent review by the Operations Manager or Accounts.

• Report losses, damage and unexplained differences immediately. Preserve supporting records and submit proposed adjustments, write-offs or disposal for authorised approval.

• Maintain a signed handover process for approved access outside office hours. Duty custodians record each issue or return at the time; reconcile and update the system by the next working day.

Vehicle and equipment readiness

• Maintain vehicle and motorbike records covering assigned personnel, servicing, defects, repairs and relevant document expiry dates. Follow up repairs and flag unavailable assets before deployment.

• Coordinate radio and bodycam readiness, charging and return checks with duty supervisors. Physical shift checks remain the responsibility of the personnel and supervisors on duty.

• Maintain accident and damage records, collect authorised reports and supporting evidence, and follow up repair and insurance administration through the responsible manager. Flag repeated incidents for management review.

Payroll support

• Reconcile attendance, approved overtime and relief deployments against supporting records. Submit verified schedules to the Operations Manager and Accounts for approval and payroll processing.

Billing coordination with Accounts

• Maintain the operational evidence needed for complete, accurate and timely billing. Work to the agreed monthly billing calendar and obtain Operations Manager validation of service records before submission to Accounts.

• Maintain an approved billing register by client and site covering contracted guard coverage, monitoring and response subscriptions, Guard Tour devices, radios and other chargeable services. Record approved rates, billing frequency, commencement dates and supporting contract references.

• Record additions, reductions, equipment deployments, authorised suspensions and cancellations with effective dates and approval evidence. Flag uncovered duties and service interruptions to the Operations Manager and Accounts for review under the contract.

• Before each billing cut-off, reconcile active services, agreed coverage and deployed equipment with the billing register and draft invoices prepared by Accounts. Check client and site details, quantities, periods and approved rates, and identify omissions or duplicate charges.

• Keep guarding, monitoring and response, Guard Tour and radio charges separately identifiable in the supporting schedules. Obtain approval for changes, credits or disputed charges before Accounts adjusts an invoice.

• Provide signed delivery, installation or job completion evidence for approved one-off charges. Coordinate the return of service acceptance documents and purchase order references where required by the client.

• Maintain a billing query log, coordinate factual answers with Operations and Accounts, and follow up until the client receives a confirmed response. Confirm invoice delivery and support agreed payment reminders using balances verified by Accounts.

• Accounts issues invoices, statements and credit notes, applies taxes, records and allocates receipts, and maintains aged debtor balances. Refer payments and remittance advice directly to Accounts; escalate discounts, refunds, disputes or proposed service suspension for approval.

Cost control and work continuity

• Prepare a monthly exception list covering unbilled services or equipment, missing stock, avoidable overtime, recurring lateness, missed patrols, vehicle damage, repeat repairs and unresolved complaints. Show supporting records, patterns and responsible persons for management action.

• Coordinate approved client offboarding, including the service stop date, control room notification, final billing information, equipment recovery and closure records. Obtain the relevant approvals before changing service status.

• Maintain a current handover of pending client matters, billing deadlines, stock issues and operational actions. Brief the designated cover person before planned absence and hand over urgent matters to the duty controller.

Accurate data and records

• Update personnel, deployments, attendance, assets, stores, billing changes, incidents, complaints, training, maintenance and action records daily in the designated company systems and meet reporting cut-offs.

• Use approved systems and registers for assigned duties, including Guard360, Hytera records, Patriot, PLINK and ServiceM8 where access is granted. Link related records by client, site, employee, asset or incident reference.

• Check entries against source evidence such as signed forms, supervisor confirmations, controller logs and delivery documents. Flag missing or conflicting information and follow up corrections; never invent attendance, patrol or response evidence.

• Preserve the reason, date and author of corrections. File supporting documents so they can be retrieved, and keep approved master records current rather than maintaining conflicting copies.

• Protect employee and client information, operational instructions and footage. Use authorised accounts and approved storage, access and backup arrangements; report lost records or unauthorised access promptly.

Required Reports and Standards

Frequency	Required output
Daily	Morning management briefing on staffing, readiness, incidents and urgent decisions; end-of-day progress update and handover of unresolved urgent matters.
Weekly	Forward plan for coverage, visits, recruitment, training and maintenance; action and complaint status; stock checks, equipment returns and sales pipeline.
Monthly	Reconciled stock and asset report; verified payroll and billing schedules; contract gaps and renewals; invoice exceptions, cost issues and sales outcomes; client service reports.

All receipts, issues and returns must have traceable supporting records. Escalate safety incidents, missing assets, uncovered posts and serious complaints promptly. Close actions only after checking completion evidence; notify the manager early when a deadline is at risk.

Authority and working relationships

The coordinator may request records, follow up deadlines, coordinate approved rosters and issue approved stock. The Operations Manager retains operational command and approves decisions within delegated authority. Staffing changes, overtime, purchases, stock adjustments, disciplinary decisions, pricing and contractual commitments require the appropriate approval. Accounts controls financial processing and independently reviews payroll and billing inputs and stock reconciliations. The duty control room remains responsible for live monitoring and emergency dispatch.

Qualifications and Experience

• HND or recognised diploma in Business Administration, Operations Management, Logistics, Supply Chain, Human Resources or a related field. A relevant degree is an advantage.

• Preferably 2 to 4 years in operations administration, workforce coordination, stores or asset control. Practical stock and recordkeeping experience is strongly preferred; security, facilities, logistics or sales support experience is valuable.

• Competence in Excel, including sorting, filtering and reconciliation, plus Word, email and digital record systems. Ability to learn company operational platforms.

• Clear written and spoken English, professional client communication and sales follow-up, numerical accuracy, discretion and consistent follow-through. Ability to organise competing tasks and escalate problems promptly.

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