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Operations Manager, British Columbia
2 weeks ago
Scarlet Security & Risk Group (SSRG) is looking for a dynamic and experienced Operations Manager to join our growing team.
In this key leadership role, you will oversee the effective delivery of uniformed guarding and mobile security services, ensuring operational excellence, client satisfaction, and team success.
The Operations Manager serves as a critical link between site-level operations, internal teams, and clients-ensuring contractual obligations are met and service standards are upheld. The role fosters strong working relationships with both internal and external stakeholders while actively contributing to team leadership, operational planning, and continuous service improvement.
SSRG is one of Canada's leading security companies. We provide a portfolio of risk management and security solutions to a variety of partners and clients, some of whom are in remote areas. Our diverse and highly qualified team members and relentless commitment to excellence provide superior results for our clients.
Responsibilities
- Serve as the primary point of contact for clients within the assigned portfolio, ensuring consistent, high-quality service delivery.
- Maintain regular communication with client representatives and address concerns, challenges, or requests in a timely and professional manner.
- Understand clients' operational needs and identify cost-effective security solutions aligned with their evolving business objectives.
- Monitor service satisfaction and maintain systems to capture feedback, service updates, and future client growth plans.
- Identify and act on opportunities for business growth within existing accounts and the broader community.
- Lead, coach, and support site supervisors and guards to uphold company standards and client expectations.
- Ensure staff are appropriately assigned, equipped, and trained to meet site-specific requirements.
- Promote a work environment focused on safety, respect, professionalism, and employee development.
- Conduct regular performance check-ins and provide mentorship to support individual accountability and growth.
- Coordinate scheduling, site coverage, and guard deployment, ensuring alignment with contract obligations.
- Collaborate with internal departments including HR, Scheduling, and Finance to ensure seamless execution of field operations.
- Ensure each site is fully staffed with trained, motivated personnel who can consistently execute on client expectations.
- Document and validate corrective actions for complaints and escalated matters in accordance with corporate standards.
- Maintain accurate records of site activities, personnel performance, incidents, and client communications.
- Review operational reports (overtime, staffing levels, licence status etc.) to manage site portfolios effectively.
- Ensure client files, site hazard assessments, and standing orders are current and maintained annually.
- Participate in internal planning, budgeting, and reporting processes, offering operational insights and client feedback.
- Ensure compliance with applicable safety regulations, licensing requirements, and organizational policies.
- Demonstrate a high level of competency and professionalism in all aspects of the company's guarding business.
- Foster a culture of respect and openness, with zero tolerance for bullying, harassment, or intimidation.
- Respond to urgent operational issues outside of regular hours when required.
- Participate in the Occupational Health and Safety Committee as required.
Qualifications
- Minimum 2 years of management experience, preferably in security, law enforcement, or risk management.
- Minimum 5 years of security industry experience.
- Strong leadership and interpersonal skills with a focus on mentorship, communication, and service excellence.
- Proven experience in personnel management, team supervision, and conflict resolution.
- High school diploma required; college diploma or university degree preferred
- AST, Basic First Aid, or CPP certifications considered strong assets
- Valid BC Security License (or eligibility to obtain).
- Class 5 Driver's License with a clean abstract.
- Proficiency in Microsoft Word, Excel, and Outlook
- Excellent client service and customer relations skills
- Excellent verbal and written English communication skills
- Experience using scheduling and reporting software is preferred
- Ability to work independently and be proactive
- Ability to solve urgent problems in a calm, professional manner
- Ability to prioritize and multi-task
Working Conditions
- Based out of the SSRG office in the Lower Mainland, with occasional remote work and regular travel to client sites.
- Primarily standard office hours; availability required outside regular hours for urgent matters.
- Involves both administrative and field work, including site visits and in-person client meetings.
- Reports to the Director, Uniformed Guarding, and involves communication with clients, contractors, and internal teams.
Company Perks
- Salary range: $75,000 - $80,000 per year
- Company-provided vehicle with personal use allowed
- Health & dental benefits for full-time employees
- Up to $1,000 in referral bonuses when your friends join the team
- A culture of respect, mentorship, and upward mobility
- Access to exclusive employee discounts on over 5000 products & services
- Fitness Centre Membership (at Head Office)
