Client Service Manager

Client Service Manager

LOCATION: Vancouver, British Columbia

Salary Range: $55,000 annually with additional extended healthcare benefits.

Schedule: 9-5 (Mon- Fri)

Position Overview:

Reporting into the Vice President- Western Canada, the Client Service Manager (CSM) is responsible for the leadership, management, and oversight of a 24/7 team of high-level tactical employees who provide a protective and authoritative presence. This position is responsible for managing a contract portfolio at Vancouver, BC, ensuring compliance with the contract requirements and government legislation.

DUTIES AND RESPONSIBILITIES:

• 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 relationships/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.
• Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations.
• Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes.
• Continually assess the operation, perform gap analysis, and identify trends or root causes of problems; investigate service level deficiencies and develop and implement appropriate corrective action plans.

JOB REQUIREMENTS:

Education and Experience

• Demonstrated experience (preferably 4 years or more) as a Management Representative in security or a large public facility inside Canada.
• 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 British Columbia.
• Good knowledge of Criminal code of Canada section 494, TPA, steps of arrest.
• 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 mutual trust and respect.

Job Types: Full-time, Permanent

Pay: $55,000.00 per year

Additional pay:

• Overtime pay

Benefits:

• Dental care
• Extended health care
• Flexible schedule
• Life insurance

Flexible language requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift
• Weekends as needed

Work Location: On the road