Account Manager

Job Overview

iGuard360° stands out as a prominent security and monitoring company within the Canadian security domain. Our organizational ethos revolves around ethical conduct and performance-driven principles, all while embracing a culture of enjoyment in our endeavors.

The Account Manager - GTA, operating under the guidance of the Regional Director – GTA & Vice -President of Operations, assumes the responsibility of effectively coordinating supervision, support, and backup for all field location assignments and areas. The key responsibilities for this role include:

• Ensuring the maintenance and adherence to company policies and procedures.
• Overseeing site staff and operations, particularly focusing on the Condominium sector of the business portfolio.
• Directly liaising with iGuard360°'s clients and representatives, offering communication and counsel as needed
• Setting a professional example for all Coordinators, Mobile Patrol Supervision, Site Supervision, and Security field staff.
• Undertaking fieldwork and administrative support functions as necessary to facilitate the position or support company objectives.
• Making recommendations for improvements that enhance effectiveness or benefit the service delivery to our clients.

Key Responsibilities

• Enhance client retention through the meticulous management of customer satisfaction.
• Develop a comprehensive understanding of client culture, needs, and day-to-day operations.
• Translate contractual requirements and customer expectations into clear operating instructions, encompassing Standing/Post Orders.
• Oversee Site Directors and Site Supervisors directly supervised accounts, including planning, organizing, and directing work, as well as handling performance management, career development, coaching, and mentoring.
• Directly manage staff at non-direct supervised accounts, overseeing mobile supervision, spot checks, staff evaluations, and regular feedback. Recognize exemplary performance through commendations and address disciplinary actions as needed.
• Conduct and document regular site visits, inspections, and audits to ensure adherence to prescribed standards, contractual requirements, company policies, and applicable legislation.
• Review incident reports for completeness, adherence to iGuard360° standards, and take appropriate action or escalation based on severity and frequency of issues in a timely manner.
• Drive corrective action and foster organizational engagement in addressing site-specific operational or service-related issues.
• Prepare, review, and act on reports related to business performance, including site staffing, financial metrics, service indicators, and other relevant key performance indicators.
  • Ensure each site is fully staffed with trained, equipped, and motivated personnel capable of fulfilling the client's mandate and iGuard360° contractual obligations.
• Respond to client and staff complaints promptly and professionally, conducting investigations and implementing corrective actions when necessary.
• Address inquiries and requests from field staff regarding schedules, vacation, time-off, uniforms, and pay discrepancies, facilitating appropriate action and resolution.
• Review and optimize the scheduling structure, ensuring efficiency and proper maintenance for optimal performance output.
• Regularly review and update site-specific documentation, including Standing/Post Orders, as required and at least annually.
• Manage labor/management relationships and adhere to collective bargaining agreements for unionized sites.
• Coordinate and execute all activities related to new account start-ups and close-outs.

Position Requirements

• Experience working in the Residential security markets, directly working with Residential Apartments and Condominium corporations.
• Minimum of 5 years employment in a Supervisory/Management role in the Security industry and/or one of the following requirements.

A) Sufficient prior industry related experience (i.e., Police, Military, Security).

B) Formal law enforcement training or Diploma.

C) University degree in Security Management and/or Criminology

• Must be bondable and possess an ability to hold government security clearances.
• Must possess a strong understanding of Microsoft software including usage of Word, Excel, Outlook, Planner, Forms and SharePoint.
• This position includes a company car so applicant must possess an Ontario driver's license with zero demerit points.
• Must currently hold an Ontario Security Guard license and/or Investigator's license.
• 5 years of Management/Supervisory experience in the security industry.
• Must have previous training experience, preferably within the security industry.
• Formal Training certifications (ASIS, SAS, CPO, etc.) would be considered an asset.
• Experience in the Residential/Condominium security field would be considered an asset.

There are 3 key components to work in the iGuard360° Field Operations team that are represented below:

Field Operations Engagement

Client Engagement

Administrative Engagement