Director of Customer Support

2 weeks ago

Toronto, Ontario, Canada City Of Vancouver Full time

Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

The Director, City Protective Services provides strategic leadership for a range of protection and security operations, threat management, fire and life safety and physical security management programs at the City of Vancouver and promotes a high security performance culture.

The role is responsible for developing, shaping and executing the strategic direction and overall security leadership for the organization.

The role manages the portfolio's activities in a way that protects the safety and security of the Elected Officials, staff and visitors to City sites.

The Director, City Protective Services works closely with all internal departments and liaises with external partners and stakeholders, such as Unions, VPD, RCMP, contracted security and other comparable organizations in relevant industries (cities, stadiums, event organizers, aviation etc.) with the objective of continuously improving the City's security programs, practices and performance.

The Director provides support to clients across the organization and partners with other centers of expertise within the Office of the Chief Safety Officer (OCSO), such as Workplace Safety and VEMA, to deliver, implement, and support a broad range of services to client groups in an integrated manner.

Provides leadership and oversight in the planning and day-to-day operations of all City Protective Services (CPS) to drive operational excellence.

Provides leadership and direction to all security professionals within CPS.
Sets policy and implements operational measures to ensure compliance with all applicable regulations.

Partners closely with the Chief Safety Officer and the OCSO Executive Leadership Team (ELT) to effectively plan, organize and utilize OCSO resources to deliver an integrated, value add service to the organization.

Leads the development and implementation of the annual CPS workplan in collaboration with the CSO and with input from the CPS Senior Leadership team.

Actively engages with operational units to understand their challenges and needs related to security and collaboratively looks for ways to improve processes and support and to ensure a balanced approach in deployment of security resources.

Takes a strategic and risk based view on security with the objective to ensure a safe, secure and welcoming environment for the Elected Officials, staff, and the public at City facilities.

Leads the management and ongoing evolution of CPS and ensures appropriate policies and procedures are developed, implemented and kept up to date.

Provides information and case specific briefing on safety and security related matters to Mayor and Council through the CSO or the City Manager's Office, as required.

Oversees the performance and analytics of CPS services and develops improvement plans for areas of concern.
Ensures service requests are reviewed and assessed with appropriate security deployments in collaboration with the requesting business units.

Ensures ongoing review, assessment, and continuous improvement of all existing security programs such as protection and security operations, threat management, fire and life safety and physical security.

Oversees the management of the security contract including contract administration, vendor performance management and contract procurement activities.

Leads the development of security strategies to support a complex and diverse organization through collaboration and with input from business clients and peers.

Works collaboratively and cooperatively as part of the OCSO ELT, promoting teamwork across the department by understanding roles, defining deliverables, sharing information, communicating collaboratively, building consensus and being accountable.

Drives innovative security solutions and creative thinking both with teams and clients, and identifies opportunities to enhance current approaches for the purpose of continuous improvement and increased efficiency and effectiveness.

Ensures direct reports and respective teams identify with and operationalize the annual priorities outlined in the Corporate Business Plan, the CPS annual workplan, the OCSO vision and direction as it relates to the performance of their objectives.

Represents security within the OCSO by reporting and working with Council, City Leadership Team, and business units and by making presentations to internal and external organizations or the public.

Provides leadership and guidance to the CPS team including performance management, attendance management, discipline, hiring, termination, assigning, coaching, mentoring, training and development.

Oversees the planning, development and monitoring of annual operating and capital budgets.
Ensures cost control and adherence to financial policies.
Identifies strategic opportunities to simplify and develop a security mindset for operational units and departments.

Ensures divisional policy, procedure, practice, process and system compliance with applicable legislation, collective agreements and other laws, regulations, standards and guidelines by reviewing and making recommendations for existing and forthcoming legislation, jurisprudence etc.

Acts for and represents the Office of the Chief Safety Officer in the Chief Safety Officer's absence as required.

Bachelor's degree in criminology, business administration, leadership or a related field and ten (10) or more years of related security industry experience, including managing progressively larger and more complex multifunctional portfolios, or an equivalent combination of education and experience.

Extensive knowledge of principles and techniques related to security operations, threat/risk assessments and security investigation.

Knowledge and comprehension of applicable legislation and regulations, standards, professional principles and practices (Criminal Code, Evidence Act, Building and Fire Code, WorkSafe BC etc.).

Knowledge of industrial security systems including alarms, access control, security management and CCTV as well as the integration of same
Knowledge of Change/Project Management and expertise along with group facilitation skills
Ability in the areas of leadership, strategic planning, project planning and conflict resolution
Communicates clearly, both orally and in writing, and aligns people to a shared vision.

Ability to develop and deliver content in a variety of settings such as to CLT, City Council, Connected Leaders, etc.

Ability to function independently and under pressure and ability to manage various projects at the same time.
Drives continuous improvement and mitigates risk
Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program.

This program allows staff to work remotely 1 – 3 days a week from locations that are a daily commutable distance from their work at a City worksite.

At this time this position is eligible to be part of the Flexible Work Program.

Business Unit/Department:
Senior Exempt

Employment Type:
Regular Full Time

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve.

Indigenous peoples, people of colour, 2SLGBTQ+ persons including all gendersand persons with disabilities are encouraged to apply. Learn more aboutour commitment to diversity and inclusion .
Original job Director/ City Protective Services posted on GrabJobs .

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