Client Service Manager

4 weeks ago

Kelowna, British Columbia, Canada Paladin Security Full time

Job Overview

Paladin Security is seeking a highly skilled Client Service Manager to join our team. As a key member of our management team, you will be responsible for managing a portfolio of clients and all aspects of Paladin business within that portfolio.

Key Responsibilities:

  • Develop and maintain excellent relationships with clients in the portfolio.
  • Support Human Resources to ensure sufficient resources are available to meet the company's obligations.
  • Perform interviews and meet all new staff being considered for sites within the portfolio.
  • Ensure all staff within the portfolio has adequate training based on industry, corporate and client standards.
  • Provide motivational and disciplinary discussions with all staff assigned within the portfolio as needed.
  • Ensure all sites have up-to-date and complete Site Orders both in hard copy on site and in digital copy on the network server.
  • Perform evaluations of staff assigned to sites on an as-needed basis and in accordance with company policies.
  • Ensure that there are thorough Site Training and Employee Orientation programs in place at all sites within the portfolio and that all newly assigned staff demonstrates competence on site.
  • Ensure that there are adequate numbers of trained security staff to meet all of Paladin's contractual obligations within the portfolio of business.
  • Analyze business margins on a contract-by-contract basis to ensure the portfolio of business remains profitable. Margins will be reviewed on a monthly basis at a minimum.
  • Assist in negotiating billing rates with clients in the portfolio to ensure they remain consistent with expected margins.
  • Develop and maintain frequent security evaluations of client facilities and ensure appropriate recommendations are made to clients so that their security needs are met.
  • Communicate appropriate information to Operations and/or the Field Manager as needed to ensure that any outstanding issues are dealt with in a timely fashion.
  • Monitor Incident Reports and take appropriate action on the reports that are related to sites within the portfolio.
  • Remain on-call to act as an after-hours resource for emergencies. Ensure the Human Resources Manager, Scheduling Manager, and the Operations Manager are aware of the number and types of individuals needed at your sites to ensure overtime is kept to a minimum.
  • Report regularly to the Operations Manager on matters of company or client interest or significant events.
  • Ensure clients and tenants of the client are aware of and satisfied with the services provided and offered by the company.
  • Develop and promote Paladin's business where possible in a professional and positive manner.
  • Monitor all accounts receivable of clients within the portfolio and assist accounting when needed to ensure all accounts are kept up to date.
  • Ensure that all services provided by staff assigned within the portfolio are delivered in accordance with the client's wishes and best interests and in accordance with Paladin's Code of Ethics.
  • Respond to communications from clients or staff in a timely manner. Perform other duties as requested to assist with corporate and/or branch needs.

Requirements:

  • A minimum of 2 years' experience in a supervisory or managerial capacity, preferably in a Security setting, or a combination of experience and relevant education.
  • A valid class 5 driver's license and a vehicle that will be used for work purposes.
  • A diploma in Security Management, Criminology, or a related discipline would be an asset.
  • The successful applicant will be willing to join industry professional associations and have a desire to learn through professional certification processes.
  • A working knowledge of appropriate legislation and provincial/national standards on building codes, security, and protection of privacy.

Skills and Abilities:

  • Ability to lead, plan, organize, delegate, and problem-solve.
  • Proven ability to effectively supervise and manage people.
  • Computer proficiency in Microsoft Word, Excel, PowerPoint.
  • Ability to communicate effectively, both in writing and verbally, including delivering presentations to groups.
  • Ability to deal with others effectively.
  • Ability to function effectively in a highly dynamic environment.
  • Ability to demonstrate professionalism in all situations.
  • Physical ability to perform the duties of the position.

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