Operations Director

Overview

170+ Years Strong. Industry Leader. Global Impact. At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our team of industry subject matter experts.

The Operations Director - Pinkerton India leads end-to-end service delivery across Pinkerton’s EPIC portfolio (Embed, Protect, Investigate, Consult) to ensure outstanding client outcomes, rigorous accountability, and optimal cost-to-value. This role orchestrates multi-service operations, vendor/partner networks, and internal teams to deliver on-time, in-scope, and within-budget results. The Director drives a culture of ownership, safety, integrity, vigilance, and excellence while scaling processes, enhancing quality, and meeting or exceeding contractual SLAs and KPIs.

Responsibilities

• Represent Pinkerton’s core values of integrity, vigilance, and excellence.
• Serve as the senior operations point of contact for client accounts in India, aligning scope, priorities, and SLAs with Pinkerton’s EPIC model.
• Coordinate services and operational/administrative support needs; oversee dispatch, scheduling, and reporting across assignments and programs.
• Answer and triage escalations from clients, Directors, and Operations Coordinators, ensure swift, transparent communication and resolution.
• Communicate assignment/project expectations, timelines, risks, and success criteria to all parties; maintain impeccable documentation.
• Design, standardize, and enforce SOPs, operational playbooks for consistent delivery across regions and service lines.
• Manage workflows end-to-end; assign agents and specialist resources to specific assignments based on capability, compliance, and cost.
• Track program milestones and deadlines; monitor the status of assigned projects and initiate course-corrections proactively.
• Utilize scorecards to measure activities and outcomes (e.g., Deployable Assets programs), driving continuous improvement.
• Track results and issue reports on completed work, non-conformities, corrective and improvement plans; own CAPA closure.
• Ensure deadlines are met for scheduling, dispatching, audits, and post checks; verify outcomes (vendor hour approvals, virtual/onsite post checking).
• Send and manage external partner self-assessments and security questionnaires using approved web-based tools; drive timely completion and remediation.
• Lead root-cause analyses, implement preventive actions, and institutionalize lessons learned across teams and vendors.
• Build and govern a high-performing vendor ecosystem (including Global Alliance Members where applicable) with clear rate cards, SLAs, and compliance obligations.
• Negotiate, onboard, and performance-manage vendors; conduct QBRs, enforce service credits, and manage escalations to protect client outcomes and margin.
• Optimize vendor utilization, travel/logistics, and deployment patterns to balance speed, quality, risk, and cost.
• Own operational budgeting, forecasting, and margin protection; drive cost-per-outcome efficiency without compromising quality or safety.
• Implement demand planning, capacity models, and pricing/quoting discipline; monitor variance and initiate corrective actions.
• Improve invoice accuracy, WIP hygiene, and cycle times; partner with Finance on revenue recognition and profitability.
• Ensure compliance with PSARA, Contract Labour (Regulation & Abolition) Act, Shops & Establishments, PoSH, client codes of conduct, and data privacy/information security requirements.
• Maintain audit readiness; coordinate internal/external audits and remediation plans.
• Champion agent safety through virtual and on-site post checks, journey management, and incident reporting protocols.
• Hire, coach, and develop a high-performing operations team; set clear goals and hold teams and vendors accountable.
• Foster a culture of integrity, vigilance, excellence, transparency, and client-obsession; recognize strong performance and address underperformance promptly.
• Drive change management and cross-functional collaboration with Sales, Finance, Legal, HR, and Regional Ops.
• All other duties, as assigned.

Qualifications

Bachelor’s degree required; MBA or equivalent advanced degree preferred. 12-15 years of progressive experience in corporate security/operations or adjacent services, including multi-vendor orchestration and client service delivery. Experience with escalation/crisis management, incident response coordination, and audit/quality systems. Certifications preferred: CPP, PSP, PMP, Lean Six Sigma (Green/Black Belt) or equivalent.

• Accountability and ownership mindset; data-driven decisioning; strong financial acumen.
• Vendor negotiation, rate-card governance, and performance management.
• Program/Project management, capacity planning, and resource optimization.
• Risk assessment, SOP design, and continuous improvement (Kaizen/CAPA/RCA).
• High integrity, vigilance, and excellence aligned to Pinkerton values.
• Fluency in English and Hindi; additional Indian languages an advantage.
• Excellent communication and stakeholder management skills; ability to influence at executive level.
• Proven leadership of national programs with measurable SLA/KPI achievement and cost optimization.
• Strong knowledge of India regulatory environment (PSARA, CLRA, Shops & Establishments, PoSH) and client compliance expectations.
• Proficiency with scheduling/dispatch platforms, CRM/ITSM tools (e.g., Salesforce/ServiceNow), and collaboration suites.
• Advanced Excel; reporting/BI (Power BI/Tableau) for scorecards and operational insights.
• Web-based tools for self-assessments/security questionnaires; audit and document control systems.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.