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Operations Centre Manager

2 months ago

Burnaby, British Columbia, Canada Paladin Security Full time
Job Summary

Paladin Security is seeking a highly skilled and experienced Operations Centre Manager to oversee the performance and workflow of our Burnaby Operations Centre. As a key member of our team, you will be responsible for leading the coordination of all departmental programs, clients, and aspects of Paladin business within the Operations Centre.

Key Responsibilities
  • Manage the security team and processes, ensuring all Operators are following procedures to meet and exceed Key Performance Indicators (KPIs).
  • Use strong communication and interpersonal skills to build and maintain great working relationships with the team of Operators, field staff, clients, and Paladin managers.
  • Develop and implement strategies to improve employee morale, support team activities, and provide recognition and accolades where possible.
  • Ensure all operations on shift are following outlined policies and procedures, and that they are meeting expected quality standards.
  • Continuously assess and improve the policies, processes, and quality of service provided by the program through audits and advanced tracking.
  • Collaborate with other Shift Supervisors to ensure the completion of reporting, stats, and investigations for internal and external stakeholders.
  • Ensure all departmental shifts are filled with 100% coverage and with minimal overtime when backfilling.
  • Maintain a safe and inclusive working environment.
  • Ensure all departmental equipment is handled with care, and escalate any OH&S issues, damaged equipment, or systematic outages/disruptions immediately upon discovery.
  • Act as the point of contact for all escalations on shift, and report significant events and operational occurrences as required.
  • Onboard and train new Operators, ensuring they are set up for long-term success.
  • Maintain comprehensive knowledge of the Operations Centre program and act as a source of knowledge for Operators.
Requirements
  • Minimum of one (1) year experience in a Security Operations Centre environment.
  • Prior work experience in a supervisory, management, or leadership capacity.
  • Strong communication (written and verbal), interpersonal, and leadership skills.
  • Comprehensive knowledge of security and emergency management.
  • Strong technical proficiency in Microsoft Office Suite and WinTeam.
  • Ability to work and lead a team in a highly dynamic environment.