Regional Account Manager

3 weeks ago

Vancouver, Canada Securitas Canada Ltd. Full time

**Job Summary**:
Our Regional Account Manager (RAM) will report to the Global Program Manager of Operations for Vancouver, BC. This person will liaise with client representatives to measure contract KPIs and key long-term initiatives, mentor subordinate managers, and ensure compliance with financial performance projections.

The RAM will meet or exceed all established operations goals to ensure contract compliance while ensuring all company processes are followed. Retaining and developing successful employees through proper training will also be a part of this person’s responsibility.

**Benefits**:
Depending on experience, Securitas will offer a starting salary of **$130K **, in addition to a full benefits package

**Essential duties and responsibilities**:
**Strategic Vision and Business Operation Goals - **Establish weekly, monthly, and quarterly operations goals in support of the contract business plan. Provide regular updates to senior leadership on operations goals in terms of achievement/progress via Salesforce reports, metrics, or other tools. Review all relevant reports to increase efficiency and productivity. Exhibit strong collaboration with all functional departments to achieve business goals. Strategic involvement in company and client programs, initiatives, committees, and task forces. Provide leadership oversight and guidance with direct reports to achieve goals.

**Performance Management - **Recruit, hire, and retain operations professionals through proper coaching and performance management. Establish performance goals for the security teams and continuously monitor progress. Ensure direct reports are properly managing the performance and development of security personnel, including, but not limited to the completion of performance reviews, development plans for security officers, and potential Performance Improvement Plans for employees showing negative trending performance. Timely completion of all performance management processes for direct reports.

**Training & Development - **Identify team performance gaps and development areas and offer solutions to narrow the gap. Ensure all individual required training is completed, with a heavy emphasis on professional development and supporting processes. Provide leadership supervision in the development and execution of customized training and improvement processes for operations functions. Conduct regular staff and team meetings to discuss goals and strategy, celebrate successes, and share best practices. Maintain extensive knowledge of complex industry standards, current security issues, and technology and update managers on risks and threats that could impact the cluster and provide recommendations for proactive solutions and best practices.

**Customer Service - **Ensure 100% customer satisfaction through excellent and frequent client engagement. Lead by example in working with various other internal departments to resolve challenging customer service-related issues timely. Must be knowledgeable of the market, industry trends, competitors, and demographics to be successful in setting overall operations and customer strategies.

**Other responsibilities**:

- Manage daily Security Officer operational staffing requirements and administrative functions, meeting business goals and objectives for assigned locations
- Conduct quality assurance inspections, monitor, and manage the Security Officers in the assigned region
- Ensure subordinate supervisors understand and deliver orders, ensure sufficient resources are available to support and/or establish posts in a timely fashion, and are appropriately filled according to contract requirements and post orders
- Serve as Securitas’s Regional contract liaison with client representatives to ensure delivery of the highest quality of service within a limited turnaround time
- Oversee the training and operational employment of Field Supervisors and Security Officers
- Ensure the highest standards of conduct, appearance, performance, and training are being always met
- Keep the Director of Operations apprised of contract performance by accurately communicating the status of compliance and identifying any deficiencies in a timely manner

**Qualifications**:

- Excellent verbal and written English comprehension
- **A degree or college diploma in Criminal Justice, Business Administration, or a related field is a must **.
- **Must have Minimum 4-6 years of professional‐level experience. Plus, prior security experience and/or law Enforcement and/or unionized environments may be an asset.**:

- Experience in scheduling, operations, or other functions of the security industry is a plus
- Energetic and focused personality with a demonstrated ability to take initiative, successfully handle and prioritize multiple competing assignments and effectively manage deadlines.
- Demonstration of strong customer service orientation required, with the ability to effectively resolve client issues in a professional and ser

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