Client Services Manager

Security Manager ***: Reporting into the Divisional Senior Manager, the Service Delivery Manager (SDM) is responsible for the leadership, management, and oversight of a 24/7 team of high-level employees who provide a protective and authoritative presence. This position is responsible for managing a contract portfolio, ensuring compliance with the contract requirements and government legislation. **DUTIES AND RESPONSIBIITIES**: - 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 relationship/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. - Continually assess the operation, perform gap analysis, and identify trends or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans. - Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations. - Participates in HR and Administrative functions such as recruitment, discipline, training and skills development. - Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes. - Performs other duties as required. **POSITION REQUIREMENTS**: **Education and Experience** - Demonstrated experience (preferably 5 years or more) as a Management Representative in large public facilities. - 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/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, integrity, initiative with the ability to foster harmonious relationships based on **Job Types**: Full-time, Permanent **Salary**: $60,000.00-$65,000.00 pe