Client Services Manager - North York, Canada - WES Security

Description

Security Manager

***: Reporting into the Divisional Senior Manager, the Service Delivery Manager (SDM) is responsible for the leadership, management, and oversight of a 24/7 team of high-level employees who provide a protective and authoritative presence. This position is responsible for managing a contract portfolio, ensuring compliance with the contract requirements and government legislation.


DUTIES AND RESPONSIBIITIES:

• Attends and participates in Security Meetings, operational coordination meetings/briefings and any other security working groups/committees established.
• Ensures the staff follows all directions given, and instructions, policies and procedures outlined in the sitespecific duties and responsibilities document.
• Meets monthly, or at other times as required by the client to review issues, recommendations, problems, concerns, and changing requirements.
• Responsible for the development of Guard schedules to ensure the provision of sufficient, qualified, properly trained/certified personnel to perform the required services.
• At the request of the client, makes the necessary arrangement for the implementation of any additional resources to accommodate adhoc, emergency or enhanced measure requirements.
• Plans, coordinates, and monitors all daytoday activities in collaboration with the team and responds to and resolves operational issues.
• Ensures SOP' s and Post Orders are developed and maintained and always remain current and are reviewed and understood by all staff on site.
• Establishes standardized, formal processes and procedures.
• Prepares and/or reviews reports relative to the operation, staffing levels, overtime operating costs, compliments/complaints, performance metrics, etc. as well as significant incident/event reports.
• Monitors and enforces all designated safety, security and operational procedures and regulations applicable to the performance of the Service.
• Participates in the development and delivery of guard training & certification programs (initial and annual recurrent) to ensure training is reflective of contractual requirements.
• Provides coaching, support, guidance, and advice to the Guards.
• Foster and maintain collaborative working relationship/partnership with representatives and key stakeholder groups which interact with the team.
• Establish and implement a system of monitoring, auditing, tracking, recording, and reporting service delivery performance/quality assurance against established Key Performance Indicators (KPI's).
• Creation, monitoring, and follow up of electronic tag tours and locations.
• Continually assess the operation, perform gap analysis, and identify trends or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans.
• Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations.
• Participates in HR and Administrative functions such as recruitment, discipline, training and skills development.
• Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.
• Performs other duties as required.

POSITION REQUIREMENTS:


Education and Experience

• Demonstrated experience (preferably 5 years or more) as a Management Representative in large public facilities.
• Knowledge of the Private Investigators and Security Guards Act. Including all applicable Regulations and guidelines pertaining to working as a Security Guard in the Province of Ontario
• Good knowledge/understanding of operations and procedures; situational awareness techniques etc.
• Good knowledge and understanding of client contractual requirements and customer expectations.
• Demonstrated experience in providing "offsite" management to a complement of Guards and Supervisors
• Demonstrated experience in implementing succession plans, coaching, and motivating staff.

Skills, Abilities and Personal Suitability

• Strong leadership and people management skills
• Excellent communication skills (oral and written)
• Exceptional Customer/Client Service and interpersonal relationship skills
• Passion and an unrelenting commitment to security and customer service excellence
• Strong organization, planning and time management skills.
• Resourceful, solutions oriented with the ability to manage under pressure, drive process improvement and quality assurance and respond to critical or changing priorities.
• Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel.
• Demonstrates critical thinking, good judgement and problem solving and the ability to make effective decisions under pressure.
• Demonstrates professionalism, integrity, initiative with the ability to foster harmonious relationships based on

Job Types:
Full-time, Permanent


Salary:
$60,000.00-$65,000.00 pe