Client Service Manager - Toronto - West Egg Security

Description

Salary Range: $38.46/hr with additional extended healthcare benefits.

Schedule: 30 hours per week

Position Overview:

Reporting into the Operations Manager, the Client Service Manager (CSM) is responsible for the leadership, management, and oversight of a 24/7 team of high-level tactical employees who provide a protective and authoritative presence. This position is responsible for managing a contract portfolio at Downtown, Toronto, ensuring compliance with the contract requirements and government legislation.

DUTIES AND RESPONSIBILITIES:

• 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 site-specific 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 arrangements for the implementation of any additional resources to accommodate ad-hoc, emergency, or enhanced measure requirements.
• Plans, coordinates, and monitors all day-to-day 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.
• Fosters and maintains collaborative working relationships/partnerships with representatives and key stakeholder groups which interact with the team.
• Establishes and implements 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.

Ensures compliance with all company and client policies, standards, contractual obligations, as well as government regulations.

Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.

Continually assesses the operation, performs gap analysis, and identifies trends or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans.

Performs other duties as required.

POSITION REQUIREMENTS:

Education and Experience

• Demonstrated experience (preferably 4 years or more) as a Management Representative in security or a large public facility inside Canada.
• 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 of Criminal Code of Canada section 494, TPA, steps of arrest.
• 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 "off-site" 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 judgment, and problem-solving abilities and the ability to make effective decisions under pressure.
• Demonstrates professionalism, integrity, and initiative with the ability to foster harmonious relationships based on mutual trust and respect.

West Egg Security is an equal opportunity employer, and we encourage individuals from all backgrounds to apply. To apply for this position please submit your resume detailing your relevant experience and why you are the ideal candidate for this role at West Egg Security by clicking the "Apply Now" button.