• 04-Nov-2019 to 03-Jan-2020 (PST)
  • Head Office
  • Vancouver, BC, CAN
  • Full Time

Senior Operations Manager

Working with our internal and external stakeholders, the Senior Operations Manager oversees all activities for this critical division of Securiguard's Security Operations. Furthermore:

  • Provide guidance, mentorship and instruction to the account management team with the goal of enhancing service delivery, increasing operational efficiencies and implementing cost controls to maximize profits, minimize non-billable overtime and maintain appropriate wage budgets.
  • Manage, maintain and improve on all aspects of the delivery of quality security services to an existing key client base.
  • Ensure that all on-site staff are trained and evaluated to the levels expected by both the client and Securiguard's standards on a quarterly basis.

Key Responsibilities:

  • Manages, monitors and reports on key performance indicators (including financial performance) for all aspects of Securiguard's
    service delivery.
  • Manages the activities of the Vancouver and Fraser Valley branch offices on a daily basis, and acts as a resource and conduit of information for addressing operational issues and problem-solving; makes the final decision on appropriate course of action.
  • Clarifies the roles and responsibilities for operations team members, ensures they are aware of what is expected of them, scope of authority, and relationships to others, and that they have the resources to do their work effectively.
  • Provides ongoing and regular performance feedback to all direct reports, and recognizes their efforts and contributions on a timely basis; works with them to implement development plans to support their professional growth.
  • Liaison between Client and Securiguard to resolve challenges and ensure the delivery of services meets or exceeds present or future expectation.
  • Meet with clients on a regular basis to ascertain future needs and level of satisfaction.
  • Ensure all contract requirements are being met.
  • Ongoing review of "cost of service" to ensure acceptable profit margins.
  • Suggest improving options or ideas to the client on how their security program can better enhance the security of their property assets and employees.
  • Visit client sites on a regular basis to maintain working knowledge of services required and how it can be improved.
  • Meet with all security site supervisors and staff on a regular basis to hear challenges that could require your assistance in reaching a resolution.
  • Conduct upgrading of security staff skills and train as necessary using coaching and mentoring skills and techniques.
  • Resolve account issues in a timely manner.
  • Inform clients on new technical advancements or services which would assist in supporting their needs.
  • Oversee and assist in the writing, or directly draft site specific post orders.
  • Coordinate special event planning.
  • Review daily Operations Reports related to their clients and sites.
  • Assess supervisors and security officers through "Quality Assurance" audits and address weaknesses building on positive performance.
  • Initiate "Incentive Rewards" program at client sites to promote security officers' successes.
  • Identify and promote security officers from within for job enrichment or advancement opportunities.
  • Work as a team with the scheduling, recruiting, training, payroll, accounts receivable departments to solve all client issues.
  • Maintain and update critical data bases and files with important information related to the client on the computer system.
  • Meet and maintain internal documentation or reports as required.
  • Attend all weekly operations meetings as required.
  • Oversee discipline issues as required.
  • Provide and execute contract site implementation plans including staff training.
  • Facilitate training and succession planning of security staff.

Educational Requirements:

  • University degree and/or college diploma/certificate in Personnel Management, Business Management, or Human Resources

Experience Requirements:

  • Minimum of 5 years experience as a manager in an operational setting combined with or in addition to working in the security industry or law enforcement preferred and 3 years experience in a business development position.
  • Experience in loss prevention, security or law enforcement with experience in large or multiple sites is an asset
  • Experience in an operational setting involving the management and supervision of a large number of staff members
  • Security professional with a proven management experience within the security industry, the public sector or armed services is an asset
  • Strong management and leadership skills together with excellent communication, influencing, negotiating and engagement skills
  • Sound judgment and decision making skills, with a 'hands on', problem solving approach, able to remain calm under pressure and take control of incidents
  • Experience of writing procedures, drafting reports, preparing business cases and compiling and adjusting duty rosters to meet shortfalls in staffing levels

Special Qualifications and Training:

  • Risk Management certification an asset
  • BST; MS Office proficiency; Self motivated; demonstrated ability to produce results while working independently; proven strong analytical and organizational skills; proven customer service skills required; sales and management training an asset; valid Class 5 BC Drivers License; access to or possession of vehicle for attending to all client sites; and knowledge of security industry an asset.
  • Demonstrated attributes in leadership, judgment, decision making, delegation, planning, organizing, problem solving, analytical skill, interpersonal sensitivity and tolerance are required.
  • Certified Protection Professional or equivalent American Society for Industrial Security certification standing is an asset.
  • Strong communicator with assertive interpersonal skills and team player are critical to success.
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