Client Services Manager

The role of the **Client Services Manager** is to lead, manage, and support the day-to-day operations and service delivery for the **Vancouver Island**. This position is responsible for ensuring exceptional client satisfaction, operational efficiency, and employee performance across multiple sites. The Client Services Manager will oversee scheduling, compliance, training, and incident response, while also maintaining strong communication with both clients and frontline staff. This role plays a key part in ensuring contractual obligations are met and in supporting regional performance goals through hands-on leadership and strategic oversight.

**Location**: Vancouver Island

**The day to day**:

- Build and nurture client relationships by becoming a trusted security and safety solutions advisor, actively involved in all aspects of account management.
- Oversee a strategic portfolio of accounts, ensuring service excellence, contract compliance, and regular on-site presence.
- Develop and implement security solutions tailored to client needs, including risk reduction strategies and optimized coverage plans.
- Ensure compliance with all contractual and legislative requirements.
- Manage new business start-ups, including seamless transition planning and execution.
- Take charge of incident response and provide leadership during critical situations.
- Establish and monitor KPIs, delivering consistent reporting to drive performance.
- Negotiate contract renewals and rate increases with existing clients.
- Ensure all shifts are staffed with trained and qualified security professionals.

**Knowledge**:

- Legislation - Relevant government and security legislation in British Columbia
- Security Operations - schedule management, Standing Orders preparation, security systems (CCTV/Access Control), Incident Reporting set-up and installation
- Financial - margin maintenance/improvement, Client/Site financial analysis, Spend Control

**What You Bring**
- Proven leadership experience with a track record of building and leading high-performing teams.
- Successful applicants must have a minimum of 5 years' security operations experience in a managerial capacity in the Security environment.
- A history of success in client relationship management, problem-solving, and business development.
- Strong operational experience, including the management of large teams across multiple sites.
- Excellent communication, interpersonal, and team collaboration skills.
- The ability to remain calm under pressure, exercising sound judgment and a hands-on problem-solving approach.
- Experience drafting policies, procedures, reports, business cases, and duty rosters.
- Proficiency in Microsoft Office and strong organizational and analytical abilities.
- A valid Class 5 BC Driver's License and access to a vehicle for travel between client sites.
- An understanding of financial and cost drivers in the security industry.
- Sales or management training (an asset).

**What's In It for You**
- _ Fun Events Year-Round_: From big celebrations to small get-togethers, we love finding reasons to celebrate.
- _ Collaborative Culture:_ Join a supportive, values-driven team where everyone has a voice and wants you to succeed.
- _ TrainingGrowth Opportunities:_ Continuous learning is part of who we are - expect workshops, micro-lessons, mentorship, and hands-on projects that build your skills for today and your career tomorrow.
- _ Purpose-Driven Work:_ Be part of an award-winning organization recognized for its culture of respect, empathy, and accountability - where every person contributes to making people feel safe.

**Why Join Us?**

We take pride in our reputation for excellence, innovation, and inclusion. As Canada's largest and highest-accredited K-9 detection and screening division, we provide security solutions in major cities, small towns, and remote locations by air, land, and sea.

At the heart of our success are our people. That's why we are proud two-time winners of Canada's Most Admired Corporate Culture award (2021, 2024) and recipients of the Canadian HR Award for Best LearningDevelopment Strategy. We believe that diversity strengthens our company, fostering an environment of equal opportunity, fresh ideas, and meaningful solutions for an evolving world.

At Securiguard, we live by our **R.E.A.C.H.** values:
**Respect Empathy Accountability Courtesy Honesty