Job Purpose
Under the direction and supervision of the Director, Physical Security & Surveillance Monitoring Services, the Manager, Physical Security & Surveillance Monitoring will be responsible to:
- Plan, coordinate, and oversee the implementation of physical security and surveillance monitoring programs across all Jamaica Customs Agency (JCA) locations.
- Ensure the protection of the Agency’s personnel, assets, and borders by managing security operations, conducting risk assessments, and ensuring compliance with security policies. Drives continuous improvement in security measures, risk management, and incident response to maintain a secure and safe operational environment.
- Foster strong relationships with internal and external stakeholders to enhance security effectiveness and ensure operational continuity
Key Responsibility Areas
Technical/Professional Responsibilities
Strategy and Policy Execution
- Support developing, implementing, and monitoring the JCA’s physical security and surveillance monitoring strategy and risk assessment framework.
- Conduct reviews of security and surveillance plans, reports, inspections, and procedures to ensure compliance with Agency policies, legal frameworks, and operational needs.
- Identify security and surveillance gaps, provide recommendations, and execute strategies to address physical and personnel security deficiencies.
- Collaborate with HRM, Internal Affairs, and other Divisions to implement the Agency’s physical security strategy, particularly around personnel security.
- Monitor external threat levels and provide contextualised risk mitigation plans aligned with the Agency’s activities and priorities.
- Attend relevant professional meetings, seminars, or conferences to stay abreast of developments and technologies affecting physical and surveillance security.
Physical Security Operations Management
- Oversee physical security operations across the Agency’s facilities, including site surveys, terminal and warehouse inspections, and compliance checks in collaboration with the Ministry of National Security and other stakeholders.
- Provide leadership and coordination in managing contracted security guard services, including day-to-day supervision, manpower planning for special events, and emergency deployments.
- Investigate incidents and suspected breaches in collaboration with law enforcement agencies, internal stakeholders, and global/regional security partners.
- Monitor security trends and incident patterns and lead the implementation of corrective and preventative measures.
- Ensure visitor security measures, such as the collection and storage of weapons, are effectively executed on Agency premises.
Surveillance Oversight and Technology Management
- Ensure the effective operation of surveillance centers and monitoring systems, including CCTV and other electronic surveillance equipment, across the Agency.
- Develop and implement surveillance operational plans in coordination with the ICT Division, including location strategies, system configuration, and regular testing and maintenance protocols.
- Receive, investigate, and resolve requests for surveillance footage, ensuring timely and secure retrieval and reporting.
- Provide high-quality video evidence to support investigations and operational security needs.
- Recommend and oversee the procurement, installation, and upgrade of surveillance technology based on operational gaps and strategic needs.
Vendor and Contract Management
- Manage procurement processes, contracts, and service level agreements (SLAs) related to physical security and surveillance monitoring.
- Lead the performance management of external security vendors and contracted services, including private security companies and technology suppliers.
- Participate in tender evaluations and procurement planning for security-related goods and services.
- Maintain relationships with vendors to ensure timely delivery, compliance with contract terms, and responsiveness to the Agency’s needs.
Compliance, Audit, and Risk Reporting
- Conduct internal audits and periodic inspections to assess compliance with physical and surveillance security policies, standards, and operational protocols.
- Prepare and submit comprehensive reports to the Director on strategy implementation progress, security breaches, inspection outcomes, and corrective actions.
- Review and interpret security-related documents, including incident reports, proposals, and strategy documents, to ensure accuracy and alignment with security goals.
- Coordinate threat and risk analyses using internal and external data sources to inform planning and security response.
Training and Awareness
- Lead the planning and delivery of physical and surveillance security training programs for security professionals, employees, and other relevant staff.
- Coordinate general awareness sessions, simulation exercises, and emergency preparedness activities to build organizational readiness.
- Promote safety, environmental awareness, and compliance through structured education programs and hands-on learning initiatives.
Human Resources Responsibilities
- Assist the Director with planning, organising, and directing the Section’s work.
- Participate in developing the Section Workplans and prepares work plans for direct reports.
- Document and maintain Standard Operating Procedures for areas of responsibility.
- Monitor and review the section’s performance to meet its agreed performance targets.
- Conduct periodic reviews of direct reports by work plans.
- Conduct assessment of direct reports based on performance assessment criteria and prepares performance reports.
- Evaluate the performance of direct report in keeping with targets and standards.
- Sign performance management reports.
- Ensure staff have sufficient physical resources to undertake their duties efficiently and effectively.
- Recommend transfer, promotion, termination and leave by established Human Resource Policies and Procedures.
- Provide leadership and guidance to staff through coaching, mentoring, training, and support.
- Participate in the recruitment of staff for the Section.
- Recommend disciplinary action where necessary in respect of direct reports.
Management/Administrative Responsibilities
- Provide day-to-day leadership and guidance in the Section’s development and continual performance improvement.
- Contribute to the strategic planning and review process for the Section’s activities.
- Monitor work processes, systems, and controls within the unit to achieve its objectives effectively and efficiently.
- Contribute to developing operational manuals, outlining applicable policies and procedures for the operational activities to be integrated into a single Operations Handbook for Jamaica Customs.
- Ensure that appropriate communication and knowledge management systems are in place within the Section and with other internal or external Units and Divisions/Branches to facilitate the sharing of relevant information in an accurate and timely manner.
- Assist with developing and coordinating budget preparation and use, ensuring the effective and efficient use of resources.
- Build and maintain strong, effective, strategic relationships with external partners, municipal, state, federal and international law enforcement, and intelligence agencies.
- Represent the JCA as required at local, regional, and international forums and meetings.
Customer Service Responsibilities
- Maintain customer service principles, standards, and measurements.
- Identifie and incorporates the interests and needs of customers in business process design.
- Ensure critical success factors are identified and meet expectations.
Other Responsibilities
- Perform all other duties and functions as may be required occasionally.
- May be required to provide witness statements, attend court proceedings, and give evidence.
- Enforce Health & Safety Policies & Procedures and mitigates and minimises workplace hazards.
Required Skills/Competencies
- Excellent leadership and people management skills
- Strong verbal and written communication abilities
- Outstanding customer service and interpersonal skills
- Effective planning, organization, and time management
- Sharp analytical, judgment, decision-making, and problem-solving skills
- Strategic thinker with awareness of international security matters
- Keen attention to detail and excellent observational skills
- Ability to work independently and collaboratively in a team
- Adaptable and able to perform well under pressure
- Maintains high levels of confidentiality, integrity, and professionalism
- Skilled at engaging with diverse individuals and external partners effectively
- Proficient in analyzing information and making fact-based decisions under tight deadlines
- Exercises independent judgment and discretion, especially in senior leadership’s absence
- Motivates teams, leads change, and navigates evolving environments operationally
- Exhibits tact, diplomacy, and a pragmatic, consultative approach
- Demonstrates expertise in world-class security practices
Technical
- Expert knowledge of security and customs laws, regulations, and compliance requirements relevant to the Agency.
- Proficient in operating, maintaining, and troubleshooting surveillance systems, including CCTV, intrusion detection, alarm, and access control systems.
- Skilled in developing and implementing risk-based security programs, physical security assessments, and security audits.
- Experienced in incident investigation, security breach management, and preparing detailed security reports.
- Working knowledge of workplace safety, emergency preparedness, contingency planning, and business continuity protocols.
- Strong analytical skills with the ability to interpret security data, surveillance footage, and threat intelligence to inform decision-making.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant IT tools for security management.
- Ability to apply tactical physical security practices, including visitor management, badging operations, and patrol procedures.
- Capacity to manage sensitive and confidential information with the highest level of integrity and professionalism.
Minimum Required Education And Experience
- Bachelor’s degree in National Security, Strategic Studies, Law, Criminal Investigation, Security Management, Security Technology, or a related field from a recognized tertiary institution.
- Minimum of six (6) years’ professional experience in corporate security, intelligence, surveillance, law enforcement, or a related discipline.
- Proven supervisory and management experience, including managing multiple security workflows and vendor services.
- Specialized training in security disciplines such as risk management, workplace violence prevention, business continuity, or security technology.
- Professional certifications (e.g., Certified Protection Professional – C.P.P.) and designations (e.g., District Constable or Bailiff) are advantageous.
- Demonstrated experience implementing and managing physical security and surveillance systems and operations.
Special Conditions Associated With The Job
- Duties performed at multiple sites using standard office equipment and specialized security systems.
- Operates in a high-pressure environment with frequent engagement with senior stakeholders and external agencies.
- Required to be on-call 24/7 for emergency responses and critical incidents.
- Frequent island-wide travel for audits, inspections, and operational oversight.
- May be required to carry a licensed firearm and work in high-risk environments.
- Subject to routine polygraph testing and ongoing integrity verification.
- Extended or irregular hours, including nights and weekends, may be necessary.
- Access to highly sensitive information requires strict confidentiality and ethical conduct.
