2 min read | Security Services
Transforming Security Officers into Security Ambassadors to Boost Competitiveness: Henderson Security Services
Singapore’s ageing population and slower workforce growth have led to intense competition for manpower. To tackle this persistent concern, Henderson Security Services (HSS), a local security firm, embarked on a job redesign initiative for their Security Officer job role.
Challenge
The traditional security officer role was largely routine, offering limited growth opportunities for employees. This made it difficult for HSS to attract and retain talent, a challenge exacerbated by an increasingly competitive labour market.
Solution
HSS reviewed and redesigned the Security Officer role by streamlining manual processes and introducing higher value-added tasks.
The redesign reduced time spent on routine activities like changing passes and clocking checkpoints, allowing officers to pivot towards customer service responsibilities. Security officers evolved into security ambassadors, which proved particularly valuable for clients with mall operations.
Mr Jacky Tan, a security ambassador, said, “Before the changes, I was performing basic security tasks like patrolling and monitoring access. Now, my role has been enhanced to encompass customer-facing work, allowing me to pick up skillsets that enrich my ability to interact with people more effectively."
Impact
The job redesign delivered multiple benefits:
- Employees experienced greater job satisfaction and received salary increases for taking on new responsibilities
- Staff retention improved
- HSS successfully differentiated their services from traditional security offerings, boosting business prospects
Managing Director Daniel Marc Chow said, "Through job redesign, we were able to transform our workforce and overcome our manpower challenges by creating higher-value jobs for employees to contribute more effectively. Their new skillsets have also made us more competitive in the market."
