Job Purpose
Under the direction and supervision of the Manager, Physical Security & Surveillance Monitoring Services, the Supervisor, Surveillance Monitoring Services will be responsible to:
- Supervise and coordinate all surveillance monitoring activities within the Branch to ensure the integrity and security of JCA operations.
- Lead a team of Security Screeners in detecting, assessing, and escalating unusual or suspicious activities.
- Ensure continuous functionality of surveillance systems and compliance with monitoring protocols and reporting standards.
- Support security and operational teams by providing timely and accurate surveillance data for incident response and risk mitigation.
- Maintain confidentiality, reliability, and proper documentation of all surveillance footage and reports in accordance with Agency policies.
- Foster positive relationships with internal teams and external security stakeholders to enhance collaborative security efforts.
Key Responsibility Areas
Technical/Professional Responsibilities
Surveillance Operations Management
- Executes operational plans for surveillance operations, including selecting locations and equipment.
- Coordinates the scheduling of Security Screeners to ensure surveillance centers are consistently and properly staffed.
- Oversees the deployment and operation of CCTV and other surveillance equipment at all Agency-operated and occupied sites.
- Collaborates with contractors and facility operators to implement and maintain surveillance monitoring systems and devices.
- Maintains vigilant oversight of surveillance systems to detect risks or threats, ensuring timely and accurate logging and reporting of irregularities.
- Reviews surveillance reports and daily logs for completeness and accuracy.
- Reviews footage of incidents and provides timely updates to the Manager on findings and corrective actions taken.
Incident Response & Investigation
- Ensures continuous, real-time monitoring of CCTV systems to protect Agency assets and deter unauthorized access.
- Detects, documents, and reports suspicious, unusual, or improper activities to the Security team and Manager, Physical Security & Surveillance Monitoring Services for investigation.
- Leads or coordinates initial response actions upon identification of security incidents via surveillance systems.
- Ensures safe and orderly shutdown of surveillance systems when required.
- Assists with internal and external investigations affecting surveillance operations or system integrity.
Equipment Maintenance & Technology Enhancement
- Conducts regular inspections and preventative maintenance of surveillance systems to ensure full operational readiness.
- Logs and reports equipment malfunctions or faults and ensures defective devices are promptly removed and restored only after certification.
- Partners with the ICT Division to ensure seamless, error-free operation of all surveillance technologies through routine testing and calibration.
- Assesses equipment needs and initiates procurement of surveillance tools as required.
- Maintains up-to-date records of surveillance system assets, purchases, and operational costs to support budget efficiency.
- Researches emerging surveillance technologies and recommends upgrades to enhance system performance and cost-effectiveness.
Training & Staff Development
- Trains and mentors surveillance staff on properly using, caring, and operating equipment and systems.
- Provides ongoing coaching to reinforce compliance with surveillance policies and operational procedures.
- Promotes continuous learning and performance improvement among surveillance personnel.
Risk Assessment & Mitigation
- Conducts regular security risk assessments across sites to identify vulnerabilities in surveillance coverage and protocols.
- Recommends appropriate preventative or corrective measures to reduce exposure to threats or system weaknesses.
- Works closely with Security and ICT leadership to implement system upgrades and procedural improvements that mitigate risk.
Compliance Audits & Quality Assurance
- Supports internal and external audits of surveillance operations, including system usage, footage handling, and policy adherence.
- Ensures compliance with legal, regulatory, and organizational standards in surveillance practices.
- Coordinates follow-up actions based on audit findings, including procedural updates or staff training.
Data Privacy & Confidentiality
- Protects the integrity and confidentiality of all surveillance data in line with privacy laws and internal policies.
- Ensures secure access, storage, and transfer of recorded footage, limiting access to authorised personnel only.
- Maintains traceable chain-of-custody protocols for footage involved in investigations or legal matters.
- Conducts periodic training for surveillance staff on data protection, confidentiality, and ethical use of recorded materials.
Human Resources Responsibilities
- Provides day-to-day supervision in the continual performance improvement of the Unit.
- Guides the Unit staff in interpreting the policies and procedures to determine proper courses of action.
- Participates in developing the Section Workplans and prepares work plans for direct reports.
- Documents and maintains Standard Operating Procedures for areas of responsibility.
- Monitor and review the section’s performance to ensure its agreed performance targets are met.
- Conducts periodic reviews of direct reports by work plans.
- Conducts assessment of direct reports based on performance assessment criteria and prepares performance reports.
- Evaluates the performance of direct report in keeping with targets and standards.
- Signs performance management reports.
- Ensures staff have sufficient physical resources to undertake their duties efficiently and effectively.
- Recommends transfer, promotion, termination and leave by established Human Resource Policies and Procedures.
- Provide leadership and guidance to staff through coaching, mentoring, training, and support as needed.
- Participates in the recruitment of staff for the Unit.
- Recommend disciplinary action where necessary in respect of direct reports.
- Institutes strategies to achieve the unit’s established short- and long-term objectives and ensures that the design and objectives are communicated to the staff.
- Hold regular staff meetings to discuss the unit’s work, try to solve any problem that may surface, and review the progress towards achieving the objectives.
- Ensures that the staff is provided with the necessary tools and equipment to carry out their functions effectively and efficiently.
Administrative Responsibilities
- Contributes to the strategic planning and review process for the Unit’s activities.
- Monitors work processes, systems and controls within the unit to achieve its objectives effectively and efficiently.
- Contributes to developing operational manuals, outlining applicable policies and procedures for the operational activities to be integrated into a single Operations Handbook for Jamaica Customs.
Customer Service Responsibilities
- Maintains customer service principles, standards, and measurements.
- Identifies and incorporates the interests and needs of customers in business process design.
- Ensures critical success factors are identified and meet expectations.
Other Responsibilities
- Performs all other duties and functions as may be required occasionally.
- May be required to provide witness statements, attend court proceedings, and give evidence.
- Enforces Health & Safety Policies & Procedures and mitigates and minimises workplace hazards.
Required Skills/Competencies
Core
- Excellent leadership and people management skills, with the ability to inspire and direct team performance.
- Exceptional verbal and written communication skills for effective reporting and coordination.
- Strong customer service orientation and interpersonal skills, especially in high-stress or sensitive environments.
- Highly developed planning, organizational, and time management skills to manage competing priorities.
- Sound analytical, critical thinking, decision-making, and problem-solving abilities.
- Strategic thinking capacity with awareness of global security trends and their local implications.
- Meticulous attention to detail and strong observational capabilities essential for surveillance work.
- Demonstrated ability to work independently with minimal supervision and to take initiative.
- Proven ability to lead and contribute to cross-functional teams in a collaborative environment.
- Adaptability and composure under pressure or in emergencies.
- High degree of integrity, confidentiality, and professionalism in all dealings.
- Cultural competence and the ability to work effectively with diverse internal and external stakeholders.
- Strong evaluation and reasoning skills to interpret data and determine optimal solutions.
- Proficient in prioritizing tasks, making rational decisions under pressure, and balancing competing demands.
- Ability to consistently exercise sound independent judgment in matters of significance.
- Demonstrated capability to lead change initiatives and adapt to evolving operational environments.
- Skilled in conflict resolution, diplomacy, and tactful negotiation.
Technical
- Working knowledge of laws and regulations related to Customs operations and physical security in Jamaica.
- Sound understanding of electronic surveillance systems (e.g., CCTV, access control systems, alarm systems).
- Proficient in reviewing, analyzing, and reporting video surveillance footage.
- Knowledge of standard operating procedures for security screening and monitoring operations.
- Ability to supervise and schedule surveillance staff to ensure coverage and effectiveness.
- Experience in documenting incidents, writing clear and concise reports, and maintaining accurate surveillance logs.
- Knowledge of incident response procedures, including how and when to escalate.
- Familiarity with occupational safety, emergency response, and business continuity protocols.
- Ability to train and coach team members on surveillance equipment usage and procedures.
- Proficiency in using Microsoft Office Suite (Excel, Word, PowerPoint) for documentation and reporting.
- Demonstrated ability to handle confidential and sensitive information with integrity.
- Basic understanding of data protection principles related to surveillance monitoring.
Minimum Required Education and Experience
- Bachelor’s degree in National Security and Strategic Studies, Law, Criminal Investigation, Security Management and Technology, or a related field from a recognized tertiary institution.
- A minimum of five (5) years’ experience in security, intelligence, or law enforcement, with at least two (2) years in a supervisory or managerial capacity.
- Formal training in Supervisory Management
- Specialized training or certification in areas such as surveillance operations, risk management, threat assessment, or access control systems.
- Demonstrated experience in overseeing security personnel, managing shifts or operational workflows, and conducting performance evaluations.
- Experience in reviewing and interpreting electronic surveillance footage, conducting investigations, and preparing formal incident reports.
- Familiarity with Workplace Violence Prevention and Business Continuity Planning is an asset.
- Holding a District Constable or Bailiff designation would be advantageous.
- Certification such as Certified Protection Professional (C.P.P.) is highly desirable and will be considered an asset.
Special Conditions Associated with The Job
- Duties will be performed using standard office equipment and specialized surveillance and security software at various locations.
- Operates in a high-pressure, results-driven environment, often involving engagement with senior internal and external stakeholders.
- Must be accessible and responsive on a 24/7 basis, including after-hours emergencies and priority incidents.
- Required to work flexible hours, including nights, weekends, and public holidays, in accordance with operational demands.
- Island-wide travel is frequently required to conduct audits, inspections, investigations, and operational assessments at Agency-controlled facilities.
- On-call responsibilities are standard, including coverage for security breaches, surveillance equipment issues, or urgent personnel matters.
- Subject to routine polygraph testing and ongoing integrity verification procedures.
- Role may involve managing simultaneous critical incidents, requiring strong multitasking and decision-making skills under pressure.
- Prolonged screen time is expected due to the nature of surveillance monitoring and footage review.
- Access to highly confidential and sensitive information requires strict adherence to data protection and ethical standards.
