Shelly Ann Philip
Summary
Results-driven Customer Service and Operations Professional committed to enhancing productivity and ensuring regulatory compliance. Delivers operational improvements through strategic initiatives and cross-team collaboration while strengthening service quality with disciplined process execution and performance monitoring. Leveraged emotional intelligence and communication skills to drive training and development, resolve conflicts, and facilitate decision-making.
Overview
1
1
Language
1
1
Certification
25
25
years of professional experience
Work History
Head of Operations
New Order Security Services (NOSS)
12.2022 - Current
- Strategically lead the operations function, to achieve operational targets and support overall goals through management and allocation of resources.
- Monitored company operations to maintain compliance with legal frameworks and applied risk management techniques to mitigate industry-related risks.
- Create, implement, and enforce policies and procedures for operational efficiency.
- Review performance metrics to identify opportunities for operational improvement.
- Conduct health, safety and security operational risk assessment and develop and implement mitigation strategies.
- Conduct accident, incident and security related investigations and reporting.
- Complete routine audits of security procedures and operational processes for effectiveness.
- Prepare management reports tracking key performance indicators tied to operations objectives.
- Develop long-term strategies to improve operational efficiency while maintaining high service quality.
- Collaborate with senior management on strategic planning initiatives.
- Facilitated recruitment and training of personnel to enhance team skills. Develop and conduct performance management evaluations.
- Supported daily operations and coordinated services across multiple locations.
- Conflict resolution to build lasting client relationships.
- Oversee the management of the company's fleet and journey management plans to support operational effectiveness.
- Represent the company at any relevant client meetings, site visits, project workgroups or project boards.
General Manager
KC Group
07.2022 - 11.2022
- Managed resources to align operational goals with company targets.
Operations Manager
New Order Security Services (NOSS)
05.2021 - 07.2022
- Strategically lead the operations function, to achieve operational targets and support overall goals through management and allocation of resources.
- Monitored company operations to maintain compliance with legal frameworks and apply risk management techniques to mitigate industry-related risks.
- Conduct operational risk assessments.
- Created and maintained policies, processes, and procedures that supported efficient service delivery to clients and established a safe environment for all stakeholders.
- Proactively review and implement any required changes to security policies, processes and structures as required to improve service or mitigate challenges, ensuring timely and effective communication of these changes to affected stakeholders.
- Implemented recruitment practices and guided selection of candidates while ensuring adequate training and development for employees.
- Managed employee performance and conducted performance evaluations to support smooth operations of the company.
- Participate in/ undertake disciplinary procedures for operational staff, in conjunction with HR.
- Department expenditure analysis is analyzed to identify opportunities for operational efficiency.
- Conducted health and safety training alongside necessary competence and skills training for operational staff.
- Represent the company at any relevant client meetings, site visits, project workgroups or project boards.
- Built and maintained strong relationships with clients to enhance satisfaction and loyalty.
- A subsidiary of the MH Tactical Response Group
Sales and Marketing Manager
KC Group
11.2020 - 05.2021
- Collaborated with sales and marketing team to achieve targets.
- Compiled and delivered sales and marketing reports detailing activity, results, and overall performance for management review.
- Evaluated market conditions to uncover new opportunities and analyze strengths, weaknesses, and threats that impact business growth.
- Built customer relationships through product and service delivery.
- Developed policies, processes, and procedures to improve operational efficiency in product and service delivery.
Head of Operations
New Order Security Services (NOSS)
02.2016 - 10.2020
- Strategically leading the operations function of the group of companies, to achieve operational targets and support overall goals through the management and allocation of resources.
- Ensures the development, implementation and maintenance of all policies, processes, and procedures to ensure the efficient and effective delivery of service to all clients, whilst creating a safe and respectful environment for all stakeholders.
- Conducted operational risk assessments to identify potential issues and inform strategic decision-making.
- Ensure the company is operating within the legal framework and employing risk management initiatives and techniques to mitigate risk factors inherent to the industry.
- Proactively review and implement any required changes to security policies, processes and structures as required to improve service or mitigate challenges, ensuring timely and effective communication of these changes to affected stakeholders.
- Implementation, maintenance and enforcement of all business goals, quality standards, processes, procedures, and policies.
- Effectively manage employee performance to ensure the smooth and effective running of the company, inter alia and conducting performance evaluations.
- Reviewed department expenditure periodically to enhance operational efficiency and provide actionable recommendations.
- Managed company assets to ensure optimal utilization and efficiency.
- Manage key accounts and client relationships.
- Business development strategies for expansion and growth.
- Conduct quality control inspections internally and externally at client facilities.
- Represent the company at any relevant client meetings, site visits, project workgroups or project boards.
- Ensured proper recruitment practices and assisted in selecting suitable candidates while providing guidance and facilitating training and development for employees.
- A subsidiary of the MH Tactical Response Group
General Manager/ HSE Coordinator
ProTec Intelligence Services Limited
07.2013 - 11.2015
- Strategically lead the organization to achieve operational targets and support overall goals through management and allocation of resources.
- Ensures the development, implementation and maintenance of all policies, processes, and procedures to ensure the efficient and effective delivery of service to all clients, while creating a safe and respectful environment for all stakeholders.
- Achieved compliance with legal frameworks and implemented risk management initiatives to address industry-specific risks.
- Managed employee performance and conducted evaluations to support smooth operations and align performance with company objectives.
- Ensure that proper recruitment practices are employed and assist in the selection of suitable candidates, provide guidance, ensuring adequate training and development are provided to employees.
- Manage key accounts and client relationship.
- Oversaw financial resources, maintaining accurate budgeting and . expense tracking to support organizational financial health.
Operations Supervisor
SESL Limited
09.2003 - 06.2013
- Managed day-to-day operations to facilitate team productivity and enhance service delivery.
- Oversaw daily operations of the department to achieve operational targets and support overall goals through resource allocation.
- Implemented and maintained policies, processes, and procedures to ensure efficient and effective delivery service to clients.
- Ensure the department operates within a legal framework and enforcing risk management initiatives that mitigate risk factors inherent to the industry.
- Coordinated employee rostering and monitored attendance to enhance operational efficiency and accountability.
- Actively participate in HSE initiatives.
Security Officer
SESL Limited
07.2001 - 08.2003
- Monitored facility access and ensured compliance with security protocols.
- Conducted regular patrols to deter and detect suspicious activity.
- Responded promptly to alarms and incidents, coordinating with law enforcement.
- Provided support during emergency evacuations, ensuring safety of personnel.
- Maintained accurate logs of all security related activities.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Completed incident reports to record security or loss prevention incidents.
Education
MBA - Human Resource Management, Organizational Behavior, Project Management, Marketing, Strategic Planning, Economics, Finance, Influence, Leadership
Edinburgh Business School - Heriot Watt University
Post Graduate Diploma - Business Administration
Edinburgh Business School - Heriot Watt University
Post Graduate Certificate - Business Administration
Edinburgh Business School - Heriot Watt University
Associate of Science - Occupational Safety and Health
Cipriani College of Labour and Cooperative Studies
Skills
- Operational leadership
- Risk management
- Strategic thinking
- Decision making
- Performance coaching
- Employee relations
- Conflict resolution
- Time management
- Adaptability and flexibility
- Interpersonal relations
Certification
- Maritime Security for Facility and Vessel Personnel with Specific Security Duties Certificate, Quality Management International Inc., 05/01/26
- Operations Management Certificate : Occupational Safety and Health, Technical Institute for Learning Limited, 02/01/23
- Occupational Safety and Health, Cipriani College of Labour and Cooperative Studies, 07/01/13, 3.8, Director's Honors List
- Advance Practical Accounting- Grade A+, School of Practical Accounting, 05/01/13
- Risk Assessment; Safety Leadership; Accident and Investigation, Quality Emergency & Safety Services (QESS), 12/01/11
Additional Information
Precepted as an Estate Assistant Superintendent (E/ASP) and a holder of a Firearm Employee User's Certificate (F.U.E.C.).
Addresses
unspecified
Email Addresses
shellyannphilip@hotmail.com, personal
Timeline
Head of Operations
New Order Security Services (NOSS)
12.2022 - Current
General Manager
KC Group
07.2022 - 11.2022
Operations Manager
New Order Security Services (NOSS)
05.2021 - 07.2022
Sales and Marketing Manager
KC Group
11.2020 - 05.2021
Head of Operations
New Order Security Services (NOSS)
02.2016 - 10.2020
General Manager/ HSE Coordinator
ProTec Intelligence Services Limited
07.2013 - 11.2015
Operations Supervisor
SESL Limited
09.2003 - 06.2013
Security Officer
SESL Limited
07.2001 - 08.2003
MBA - Human Resource Management, Organizational Behavior, Project Management, Marketing, Strategic Planning, Economics, Finance, Influence, Leadership
Edinburgh Business School - Heriot Watt University
Post Graduate Diploma - Business Administration
Edinburgh Business School - Heriot Watt University
Post Graduate Certificate - Business Administration
Edinburgh Business School - Heriot Watt University
Associate of Science - Occupational Safety and Health
Cipriani College of Labour and Cooperative Studies