Phil Bance has developed Boots UK’s central security operations around a combination of intelligence, technology and close collaboration with law enforcement. As CARE Operations Manager, his responsibilities encompass the company’s CCTV Monitoring Centre, Crime Intelligence and Accident Response and Emergency functions, supporting stores and colleagues across the UK.
Over recent years, Bance has progressively expanded the scope of his role. He initially led a transformation programme to develop Boots’ CCTV Monitoring Centre before taking responsibility for its operational delivery, subsequently adding the Accident and Emergency team and Crime Intelligence to his remit. The result is an increasingly connected approach in which monitoring, incident response and intelligence work together rather than operating as separate functions.
His contribution was recognised nationally in February 2026 when he won Outstanding In-House Security Manager/Director at the UK Outstanding Security Performance Awards, following assessment by an independent judging panel.
Transforming retail crime intelligence
One of Bance’s strongest areas of impact has been the development of Boots’ response to organised and repeat retail crime. Working with his team, police forces,
Opal and technology partners including Auror, he has helped establish processes that connect individual store incidents to identify patterns, prolific offenders and cross-border criminal activity.
Rather than treating shop theft as a series of isolated events, Boots’ Crime Intelligence team links incidents, CCTV, persons of interest and supporting evidence into more complete investigations. These intelligence packages can then support police and Opal in pursuing offenders operating across several stores or force areas.
Over a 12-month period, Boots referred 12 cross-border investigations to Opal, all of which resulted in disruption activity. The approach has also supported successful prosecutions through direct-to-police reporting and closer evidence sharing.
In March 2026, Bance collected an Opal Serious Organised Acquisitive Crime Industry Award on behalf of the Boots Crime Intelligence team, recognising its work tackling high-harm offenders and organised criminality.
Leadership built around collaboration
Bance places significant emphasis on partnership working. His teams collaborate with police forces across the country while also working internally with store teams and external technology providers to improve the quality and speed of security response.
That collaborative approach has received further recognition, including Boots being named Auror Supreme Hero Community Retailer of the Year in 2026, following previous recognition for the Boots and Auror partnership.
Bance also contributes to wider industry discussion around retail crime and Security Operations Centres, sharing practical experience through podcasts and professional forums.
His work demonstrates how a security manager can combine technology, intelligence and operational leadership while keeping the primary objective clear: protecting colleagues, customers and the communities Boots stores serve.
