Client Services Manager

**Client Service Manager**

**LOCATION: Calgary, Alberta**

**Pay: $38.46 per hour with additional extended healthcare benefits.**

**Schedule: 30 hours per week**

**Position Overview**:
Reporting into the Operations Manager, the Client Service Manager (CSM) is responsible for the leadership, management, and oversight of a 24/7 team of high-level tactical employees who provide a protective and authoritative presence. This position is responsible for managing a contract portfolio at Calgary, Alberta ensuring compliance with the contract requirements and government legislation.

**DUTIES AND RESPONSIBILITIES**:

- Attends and participates in Security Meetings, operational coordination meetings/briefings and any other security working groups/committees established.
- Ensures the staff follows all directions given, and instructions, policies and procedures outlined in the site-specific duties and responsibilities document.
- Meets monthly, or at other times as required by the client to review issues, recommendations, problems, concerns, and changing requirements.
- Responsible for the development of Guard schedules to ensure the provision of sufficient, qualified, properly trained/certified personnel to perform the required services.
- At the request of the client, makes the necessary arrangement for the implementation of any additional resources to accommodate ad-hoc, emergency or enhanced measure requirements.
- Plans, coordinates, and monitors all day-to-day activities in collaboration with the team and responds to, and resolves operational issues.
- Ensures SOP’s and Post Orders are developed and maintained and always remain current and are reviewed and understood by all staff on site.
- Establishes standardized, formal processes and procedures
- Prepares and/or reviews reports relative to the operation, staffing levels, overtime operating costs, compliments/complaints, performance metrics, etc. as well as significant incident/event reports.
- Monitors and enforces all designated safety, security and operational procedures and regulations applicable to the performance of the Service.
- Participates in the development and delivery of guard training & certification programs (initial and annual recurrent) to ensure training is reflective of contractual requirements.
- Provides coaching, support, guidance, and advice to the Guards.
- Foster and maintain collaborative working relationships/partnership with representatives and key stakeholder groups which interact with the team.
- Establish and implement a system of monitoring, auditing, tracking, recording, and reporting service delivery performance/quality assurance against established Key Performance Indicators (KPI’s).
- Creation, monitoring, and follow up of electronic tag tours and locations.
- Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations.
- Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.
- Continually assess the operation, perform gap analysis, and identify trends or root causes of problems; investigate service level deficiencies and develop and implement appropriate corrective action plans.

**Performs other duties as required.**

**POSITION REQUIREMENTS**:
**Education and Experience**
- Demonstrated experience (preferably 4 years or more) as a Management Representative in security or a large public facility.
- Knowledge of the Private Investigators and Security Guards Act. Including all applicable Regulations and guidelines pertaining to working as a Security Guard in the Province of Ontario.
- Good knowledge of Criminal code of Canada section 494, TPA, steps of arrest.
- Good knowledge / understanding of operations and procedures; situational awareness techniques etc.
- Good knowledge and understanding of client contractual requirements and customer expectations.
- Demonstrated experience in providing “off-site” management to a complement of Guards and Supervisors
- Demonstrated experience in implementing succession plans, coaching and motivating staff.

**Skills, Abilities and Personal Suitability**
- Strong leadership and people management skills
- Excellent communication skills (oral and written)
- Exceptional Customer/Client Service and interpersonal relationship skills
- Passion and an unrelenting commitment to security and customer service excellence
- Strong organization, planning and time management skills.
- Resourceful, solutions oriented with the ability to manage under pressure, drive process improvement and quality assurance and respond to critical or changing priorities.
- Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel.
- Demonstrates critical thinking, good judgement and problem solving and the ability to make effective decisions under pressure.
- Demonstrates professionalism,