Senior Client Service Manager

3 weeks ago

Prince George, Canada Paladin Security Full time

Overview

Senior CSM – Prince George

Reports Into: Branch Manager

Mission Statement:
Our Senior Client Service Manager is responsible for leading some of our most complex and dynamic security programs, playing a critical role in the ongoing performance of our partnership, ensuring the timely and successful delivery of solutions, and liaising between our client and cross-functional internal teams. 

Paladin Security is seeking a tenured leader in the security or service industry with extensive management experience who thrives in a customer-centric service delivery role while being comfortable working in a dynamic and multifaceted environment. Your experience in an operations orientated business environment including leading people, program and risk management, and leveraging data analytics will be utilized to ensure continuous delivery of high-quality service while continually seeking program evolutions to remain the industry leader.

Job Skills / Requirements

Liaise regularly with client stakeholders, maintaining an excellent rapport and relationship, and responding to all communications in a timely manner. Ensures that the vision, strategic mission and security management plan of portfolio clients are executed through Paladin’s delivery systems. Monitor day-to-day program operations and manage the quality of services and resources. Ensure continuous operational compliance to all contractual obligations and consistency of service delivery across the entire portfolio. Assists in developing, implementing, and maintaining security plans and high-risk department evaluations. Establishes policies and procedures to support security plans and ensures all sites have up to date and complete Site Orders both in hard copy on site and in digital copy on the network server.  Ensure the successful implementation of business metrics is achieved according to the portfolio needs and goals. Support security planning and associated deployment in coordination with the client. Generate and present KPI data and related reports, including developing plans to address performance issues (if required). Support the development and implementation of employee performance strategies to exceed contractual requirements. Performs evaluations of staff assigned to portfolio and sites on an as needed basis and in accordance with company policies. Support and resolve escalated performance-related matters when required. Elevate disputes, issues, and recommendations to the Branch and Executive Sponsorship, as, and, if required for resolution or to seek guidance. Monitors Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio. Oversees and maintains the Paladin OH&S program for all customers within the branch portfolio in alignment with Paladin OH&S Corporate Standards and WSBC regulatory requirements.   Consider and support any continuous improvements, including those identified by the stakeholders representatives, with the potential to improve processes, reduce cost, and improve overall performance.  Conduct frequent security evaluations and risk assessments of client facilities and provide appropriate recommendations for safety and security improvement. Conduct investigations & complete required investigation reports as per established standards and protocols. Provides leadership, mentoring, development, and performance monitoring for direct reports. Works with Human Resources to ensure sufficient resources are available to meet the company’s obligation. Performs interviews and determines suitability of candidates for site assignment within the portfolio.  Ensures all staff within the portfolio has adequate training based on industry, corporate and client contractual requirements including thorough site training and employee orientation programs.  Submits financial reports to Branch Manager on a monthly basis. Manages portfolio’s subcontractor relationships. Liaises and routinely meets with Paladin’s operational excellence team and departmental managers along with other key Paladin stakeholders to ensure standardized service delivery is executed throughout the assigned branch portfolio.  Performs other duties as requested to assist with corporate and/or branch needs. Willingness to join industry professional associations and have a desire to learn through professional certification processes. Remain on-call after-hours to act as a resource for emergency incidents. REQUIREMENTS: Minimum of 5 years of operations orientated management experience overseeing a pool of direct reports, preferably in the security and/or safety or equivalent industries.  Minimum of 3 years’ experience in a supervisory capacity, preferably in a Security setting, or a combination of experience and relevant experience and education. Post-secondary education in a relevant practice (business administration and/or physical security, Criminal Justice), or equivalent. CPP, PSP, PMP or equivalent designations would be considered an asset.  Proven knowledge and experience with operational management, administration, finance (budgeting) and client relations.  Valid Class 5 BC Driver’s License with clean abstract for potential use of company vehicles for out of town site visits and travel; personal vehicle for travel to client sites within Prince George.  Must be able to travel across Northern BC for durations of up to one week (usually less), 4-6 times a year. Ability to pass criminal and clients regulatory background checks. Excellent situational awareness skills (business and security). Ability to work in a challenging, fast-paced, multi-tasked environment. Ability to lead, plan, organize, delegate and problem solve in a complex enterprise security environment. Proven leader with a team first mentally that is able to effectively supervise and manage people through supporting a high-performance team. Ability to delegate and empower effectively. Ability to communicate effectively, both in writing and verbally, including leading weekly high-profile meetings and delivering presentations to groups including client stakeholders. Experience and confidence in communicating and interacting with client stakeholders. Strong computer skills, with proficiency in Microsoft Office; experience with project or accounting software would be considered an asset. Ability to plan and execute operational objectives within projected timelines through organized and effective project management. Elevated level of discretion, professionalism, and situational awareness. Tact and diplomacy in dealings at all levels of the organization in a variety of situations. Comfortable communicating and delivering presentations to executive teams. Physical ability to perform the duties of the position.

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