In this feature for Stewards of AETOS, we highlight the inspiring journey of Thiban Thiagarajah, Operations Manager of AETOS Guard Services. With a remarkable tenure of 19 years, Thiban’s career is one of unwavering dedication and continuous professional growth.

Thiban began his career as a Security Officer and, through sheer hard work and perseverance, has risen to the position of Operations Manager, where he now oversees a team of nearly 100 officers. His journey is a prominent example of what can be achieved with commitment and determination, and Thiban continues to inspire those around him with his leadership and dedication to excellence.

Hi Thiban, can you tell us more about your journey in AETOS and how long have you been serving here?

Hello everyone, I'm Thiban Thiagarajah. I have been with AETOS since 2005. I started my career here as a Security Officer (SO), and in my second year, my hard work was recognised by my supervisor as I got promoted to Senior Protection Officer. The promotion gave me the opportunity to take on supervisory roles for the next five to six years, where I handled various ad-hoc duties and gained valuable skills and knowledge that continue to serve me well today.

In 2016, I stepped into the role of Operations Executive, which allowed me to further hone my abilities and make greater contributions to the team. About two years ago, I achieved another big milestone in my career as I was promoted to Operations Manager (OM), a position that has been instrumental in shaping my leadership skills and broadening my understanding of operations management.

What are your daily duties now as an OM?

As an OM, my duties are multifaceted and dynamic, involving the management of both clients and ground officers. My main responsibilities in team supervision include preparing duty rosters and planning manpower for daily operations, including ad-hoc assignments. This involves meticulous planning and coordination to balance the needs of our clients with the availability and welfare of our officers.

Ensuring the well-being of our ground officers is a top priority. I regularly check in with them to address any challenges they might face, provide support, and ensure they have the necessary resources to perform their duties effectively. 

Another significant part of my role is liaising with clients to understand their specific needs and ensure our services meet their expectations. Building and maintaining strong relationships with clients is crucial for long-term success, and I take pride in ensuring their satisfaction with our services. This often involves regular meetings, feedback sessions, and proactive communication to address any potential issues.

How was it like working as a frontliner when you started in 2005?

Back then, I was just 19 years old, and stepping into the role of a frontliner was both exciting and daunting. Adapting to the job scope was tough at first, as I had to quickly learn security protocols and procedures on the job. My initial assignment was at a key commercial and industrial site, where I was responsible for tasks such as access control, vehicle checks, managing visitor passes, and overseeing clearance declarations.

The job required a high level of vigilance and attention to detail, and I had to develop strong communication and conflict resolution skills to interact effectively with the clients, visitors, and my peers. The physical demands of the job, including long hours on my feet and constant patrolling, were also a significant challenge that I had to overcome.

Despite these difficulties, I embraced the opportunity to learn and grow. Every mistake was a valuable lesson, and I was fortunate to have supportive colleagues and supervisors who guided me along the way. The experience of working as a frontliner taught me the importance of teamwork, discipline, and resilience, laying a solid foundation for my career advancement within AETOS.

Can you share any memorable anecdotes or experiences that you've had over the years?

One of the most unforgettable experiences for me was working as a ground officer during the first Formula One Singapore Grand Prix in 2008. Despite the intense deployment demands and work hours each day, our team’s spirits remained high with the thrill and energy of the event. It was truly memorable and fulfilling to be able to safeguard such a high-profile international event.

I also had the privilege of working on many special assignments, such as the National Day Parade and General Elections. Each of these events was unique and gave me a deep sense of pride to be involved in such significant moments for our nation.

What challenges have you overcome during these times?

One major challenge, especially during events, is manpower management. This involves not only arranging for officers to support the events but also attending client briefings to understand their specific needs and deploying officers to their designated points accordingly. Meeting dynamic operational needs without compromising the safety of the event, requires careful coordination and proactive communication.

Engaging with the public, particularly uncooperative individuals during major events, can also be quite challenging. Nevertheless, it’s essential that we perform our duties with both efficiency and empathy, while prioritising the safety and security of all event attendees.

Another challenge that is often beyond our control is the weather. Rain or shine, our work as security frontliners must continue. This includes ensuring that our officers have the appropriate gear and support to perform their duties effectively.

What significant changes in AETOS have you witnessed since the start of your career?

It would definitely be our shift towards digitalisation. When I started my career here, all processes were handled manually—attendance records, payslips, and other documentation were in hard copy format. Today, we've embraced technology and utilise digital platforms to make our work easier, such as e-attendance, e-payslips, and even e-learning, where our officers can learn on the go.

This transition has not only streamlined administrative processes but also improved our overall workflow, allowing us to be more efficient at work and focus more on delivering quality service to our clients.

What made you stay in AETOS all these years?

It is the genuine support and recognition received from my supervisors. They’ve always acknowledged my hard work and encouraged me to advance in my career, which I truly appreciate. On top of that, AETOS stands out as one of the most competitive players in the industry. The combination of personal growth and fair compensation has made it easy for me to stay and continue my journey here.

What advice would you give to new employees to help them thrive in AETOS?

Be patient and give your best effort at all times. Success often requires a lot of hard work, a bit of luck, and waiting for the right opportunities to come your way.

Stay committed, keep learning, and trust that your dedication will pay off!

As we celebrate this milestone, what do you think AETOS needs to continue doing to make real impact and make a difference for the next 20 years and beyond?

I always believe that our people should come first. That has been our priority in the past, today, and will be for the next 20 years and beyond. Prioritising the welfare and well-being of our officers are of utmost importance, and one of the ways include holding regular ground engagements and on-site visits by our Senior Management. I’ve seen firsthand how these visits can lift morale and strengthen officers’ connection to the company; and we should retain this practice in the years to come.

Any wishes for AETOS?

Happy 20th anniversary, AETOS! My wish is for more people to understand and appreciate the impactful work we do and choose to join the AETOS Family. Here's to many more years of Going Beyond together!