Expertise

Darren Martin has built highly successful and award-winning security teams. He is an industry expert with experience in protecting large and prestigious clients. We asked Darren to share his thoughts on leadership, training, and technology trends in the security sector today.

What has been your journey to becoming a Strategic Account Manager at Bidvest Noonan?

I started my security career seventeen years ago as a Security Officer, and over a short period of time I developed a strong skillset in loss prevention and risk management. By the age of 22, I had already progressed to the position of Security Manager for one of the largest luxury department stores in Ireland.

This client facing role helped me to further enhance my skills in leadership, people management, effective communication and problem solving. One of the most important things that I learned early on in my career, was that it is imperative you are a person of high integrity, and that the most successful relationships you will have with clients and colleagues are built on trust.

In my five years working in operations, I have been very lucky to have enjoyed success working in partnership with some of the best-known retailers on the high street, the largest luxury department stores and destination shopping centres, as well as popular tourist attractions and multinational corporations.

The security industry is constantly changing, especially after COVID-19. What skills do you think are most important for security professionals nowadays?

Since the start of the pandemic, the security industry has had to rapidly adapt to changing conditions. The role of the Security Officer has evolved from a uniformed deterrent at the entrance, to an ambassador for the business they represent. By showing empathy, using strong communication and customer service skills, the security professional can support the customer journey, enhance their experience, all while advising of the current safety protocols in place.

We have also seen a shift in the way that the security professional uses technology by having to incorporate occupancy counting, temperature checking and contact tracing efforts as part of their daily duties.

And for leadership? What are the essential traits for successful management in security?

I would have to say that being self-motivated, an effective communicator and people orientated are all essential traits to being successful. It is vital to be able to motivate and empower your team members, if you can enlarge their vision, insight and understanding then this is the best way for a team to build momentum and achieve their goals.

How a company can go about ‘upskilling’ its current security teams?

We are always looking for new ways to upskill our security teams. Examples of this include the roll out of a suicide awareness training programme at the start of the year, regular scenario testing events with our colleague Mark Hobden, and most recently providing access to our officers, supervisors and managers to new recognised security and risk management training programmes through our partnership with ISRM.

In my opinion Continuous Professional Development is a personal choice, and one that is very important to me in my role. I completed the Level 6 Diploma for Certified Security Management Professionals last year, and recently completed a Level 5 certificate in Corporate Risk & Crisis Management. It is vital to keep up to date with emerging global risks and threats, as well as mitigating factors and new ways of working.

What trends do you expect to see in the security sector in 2021 and beyond?

I expect to continue to see the security sector catching up with its use of artificial intelligence, this will have a real positive impact on the way that surveillance is used. Operators will become more efficient and proactive by moving to an event-based way of working, rather than continuous manual monitoring.

Companies will continue to move towards remote security solutions as they combine new technologies with traditional manned guarding techniques. Security Officers are being equipped with added tools to enable them to do their jobs more effectively. These include video analytics software for alarm detection, drones for perimeter protection and quicker response, as well as mobile monitoring solutions.

Digital transformation will continue to be a driver of change in business by allowing us to collaborate more efficiently and deliver better value. Security leaders will need to be prepared for the additional risks that this will present. Personal data will continue to be an attractive target for hackers and there will be an increase in the frequency and severity of cybersecurity incidents, particularly ransomware and phishing attacks.

Contract Manager, Mark McDonald, tells us how his team has adapted to Covid-19 and is equipped and ready for the return to on-campus learning very soon.

When the pandemic hit, how did your team overcome the initial challenges?

My team and I began preparing for this pandemic before the first lockdown started in early 2020. Our biggest challenge was to maintain a clean and safe environment whilst keeping all those on campus safe. Like so many universities around the world, this was unchartered territory, and an uphill battle, but something myself and my team were ready to tackle together.

From the offset, we took a proactive approach. We knew the safety of people was our priority so gaining knowledge of what we were dealing with was important for us. I organised socially distanced toolbox talks to help my team develop an understanding of what was needed. I collated and distributed material and publications from our government on measures to be taken. I also implemented frequent catch-up meetings with the team to educate and update them on the latest developments. This was all done with the aim of protecting ourselves and those around us.

How were you able to maintain service standards?

The joint contract managers and I formulated new strategies and schedules that would allow us to maintain our usual standard of service amidst this disruption. We introduced working pods to ensure minimal crossover and to reduce the number of close contact situations. Working closely with the client we established a new daytime role to increase touch point cleaning frequency. This new role has been the backbone of our service during the pandemic and an important factor in how we have been containing the spread of Covid-19 on campus.

Have you taken any steps to improve your response outbreaks?

From an early stage, I ensured the team was prepared for a potential outbreak on site. Ecostatic sprayers were installed to actively apply a preventative disinfectant, but they also enabled us to decontaminate infected areas if Covid-19 was identified. Several members of both team and management were trained up to use the equipment.

Since the beginning of the pandemic, we have decontaminated a variety of areas around campus in response to suspected cases. In our high-traffic areas, we have completed countless preventative spraying projects also.

What is your teams’ priorities for the reopening, will there be new systems and ways of working?

Our focus is to continue working closely with the client and estate services to facilitate a smooth transition back to on-campus learning. Currently, we are planning to return as per current government guidelines. This means for the foreseeable future we expect to continue our daytime touchpoint cleaning procedures, remain working in smaller groups, adhere to social distancing where possible, and wear PPE where necessary.

The rollout of a new request logging system is also currently underway. Our client will be able to raise tickets through this system which will be forwarded to our team, providing them with a real-time feed. The job can then be assigned to a team leader to complete and closeout, triggering a notification to all included on the job tree that the job is complete. This means there will be a faster response time and will minimise staff deployment to the affected area where unnecessary.

What do expect in the coming months?

Since we began our work on-site here at UCD, and particularly since the start of the pandemic, our team has had an incredible ability to adapt to change and overcome any challenges put in front of us. We have strong backing from the leadership team at Bidvest Noonan that will ensure we have the resources we need to continue doing so.

While the government guidelines may change how we work, we will adjust as required and continue to work to the best of our ability in the safest manner possible, supporting client operations across the portfolio. We will stay in discussion with the client to ensure both teams are working in tandem.  This continued support and communication has built an environment of trust and partnership and we look forward to continuing this as we welcome everyone back on campus.

Today is World Book and Copyright day! We are celebrating by kicking off a new insight series. We have asked people across our business what books interest, inspire them, or have shaped their thinking.

This month we asked Fintan Connolly, Michael Kennedy, Simon Giles, Una Ni Mhurchu, Janice Knight, and Cornelia Olivier to share a book that has piqued their interest, and why.

Simon Giles, Finance Director – Freakanomics by Stephen Dubner and Steven Lewitt

“What intrigued me about this book was that the authors wanted to focus, in a fun way, on how the study of economics is understanding how incentives, or motivations, work. This book shows how irrational thinking governs our lives. The authors use lots of fun statistics to challenge assumptions around the world. The big takeaway for me that I have tried to remember and use throughout my career is that, as people, we all love to try and find reasons why something happens – to be able to explain it. However, what we must all try to avoid is confusing causation and correlation – one is really helpful, especially in the business world, one isn’t!”

Fintan Connolly, Chief Business Officer – El Diego by Diego Armando Maradona

“I could have picked lots of other titles including ‘Open by Andre Agassi’, ‘Shakespeare by Bill Bryson’, ‘Prisoners of Geography by Tim Marshall’ or ‘Race of a Lifetime by John Heilemann and Mark Halperin’, but decided on my most recent read, the story of the footballer Diego Maradona. Possibly the most gifted footballer ever, but an individual who didn’t have the skills or maturity to deal with the fame and adulation. This book captures it brilliantly. All the more pertinent, with his untimely passing late last year. A flawed genius!”

Una Ni Mhurchu, General Counsel – Waiting for the Barbarians by J.M. Coetzee

“This book is a great piece of fiction that highlights, using vivid imagery, how fear can control people.  I read this a couple of years following 911 when the idea of controlling the masses through fear really felt so prevalent and damaging. I was a college student at the time and it really emphasised how independence of mind is so important. I think it would still be a great read for anyone interested in the current debates around populism and culture wars.”

Cornelia Olivier, Client Relationship Director – The Art of Possibility by Benjamin Zander and Rosamund Stone Zander

“The authors of this book bring to life how opening up yourself to ‘possibility’ can encourage creativity, confidence, and great relationships. They take you on a journey of discovery and wonder, inspiring you to constantly challenge the self-limiting beliefs we impose on ourselves and others. There is a lot of fun learning on how to unlock the ‘possibility’ in your life.”

Michael Kennedy, Chief Financial Officer – Unstoppable by Adrian Gilpin

“I saw Adrian speak at a conference years ago and it was one of those eureka moments about having the right attitude to life and casting away negativity. Some months later I read Unstoppable which charts Adrian’s personal journey to living an inspired life. His storytelling really hooked me and changed my outlook. He explains how sometimes we are our own worst enemies and let our negative thoughts get in the way of our ambitions and ability to enjoy life.”

Janice Knight, Director of HR, Workplace Solutions – Coaching for performance: Growing human potential and purpose by John Whitmore

“This book shaped the early start of my coaching career and the book I still refer to. It is one I highly recommend. What I really like about this book is how coaching is expressed as an enabler and that a coaching culture creates conditions for high performance. Whitmore sees emotional intelligence as a life skill that can be taught and claims it to be an essential skill of leaders. It also details how change comes via self-awareness and self-potential. I am a fan of the GROW model and use this frequently, it is a simple yet effective tool that helps shape a conversation but also gives structure and advancement to many situations. He says successful leaders of the future will lead in a coaching style rather than command and control.”