Commercial Security Operations Manager

OPERATIONS MANAGER

Are you passionate about Safety & Security and seeking opportunities in the development of Security Professionals?

A.S.P. is looking for an Operations Manager to oversee the day-to-day provision of 24/7 security guard and Security Operations for the assigned contracts. Security Guard services range from Security Specialists to Mobile Patrols and Escort & Surveillance services. This position is responsible for the effective management, supervision, training, and operation of a security team, ensuring compliance with contract requirements and government legislation. The Operations Manager has full responsibility for ensuring the security team successfully executes their mandate of security, operational, and customer service excellence and is accountable for the delivery of all operational KPI’s within the Scope of Service.

The Operations Manager is the primary operational point of contact/liaison for the client, and as such works closely with the client to understand their service needs and challenges in order to deliver a service that meets/exceeds expectations and proactively responds to operational changes, challenges, and fluctuating needs.

What you will do:

• Participates in client security/operational meetings, committees, working groups, and briefings;
• Meets with client weekly/monthly to review service performance, issues, recommendations, problems, concerns, and changing requirements;
• Ensures sufficient, qualified, trained personnel to perform required services and hours of coverage; ensuring sufficient break relief and back-up guards;
• Ensures daily staffing plans are designed to optimize staff deployment, break relief & leave coverage and to meet fluctuating or ad-hoc customer demands;
• Plans, coordinates, and monitors all “Day of” security activities in collaboration with client reps and responds to, investigates, and resolves operational issues in a timely and efficient manner;
• Develops, implements, executes, and maintains Operational Plans, SOPs, Protocols, and Post Orders for the effective operation and management of 24/7 service;
• Ensures effective incident/event reporting of any incidents/event reporting;
• Maintains records of complaints, problems, incidents, events, and disciplinary, operational or administrative actions taken;
• Investigates all problems, complaints, incidents, deficiencies and takes appropriate corrective action;
• Prepares and/or reviews operational and performance reports;
• Arranges for the procurement, maintenance, and/or replacement of all equipment and supplies (vehicles, furniture, communications, log books, reports, etc.) required to perform the services;
• Fosters and maintains collaborative working relationships/partnerships with clients and key stakeholder groups to coordinate activities, identify and resolve potential and/or actual process/procedure or performance issues/concerns and to seek opportunities for improvement;
• Establishes and implements a system of monitoring, auditing, tracking, recording, and reporting service delivery performance/quality assurance against established Key Performance Indicators (KPI’s) to ensure consistency, quality of service and achievement of contractual requirements;
• Ensures compliance with all company and client policies, standards, contractual obligations as well as government regulations. Ensures employees meet all requirements of the company General Orders for Security Personnel and enforces all rules, policies, and procedures in a fair and impartial manner;
• Ensures the accurate preparation of Post Orders, General Instructions, Memos, Guidelines, and General information packages as required and company procedures;
• Assists in the planning and implementation of new contracts;
• Participates/assists in the maintenance of the Quality System and participates in reviews and meetings associated with the ISO 9001:2015 QPM and QSP manuals, including internal audits;
• Participates in HR and Administrative functions such as recruitment, discipline, training and skills development, coaching/mentoring and performance assessment and evaluation to ensure staff are knowledgeable, qualified and skilled and provide the best passenger experience through customer-focused, friendly, respectful, and helpful behaviors;
• Promotes a culture of continuous improvement and innovation which leverages technology and best practices and new ideas and initiatives to improve services/processes. This includes participation in programs which encourage, recognize and reward front-line staff for identifying improvement recommendations;
• Performs on-call duties or other duties as assigned.

Who you are:

• Five (5) years experience in guard and contract management;
• Post Secondary Education (University Degree or College Diploma) or equivalent work experience;
• Recognized designation an asset; (CPP, PSP, etc.)
• Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel and has the knowledge and ability to use PC-based incident reporting and scheduling systems;
• Thrives in a complex, high demand, fast-paced, agile operational and customer-centric environment;
• Self-directed/driven, highly resourceful, organized, detail and solutions-oriented with the ability to successfully manage under pressure, drive process improvement and quickly respond to conflicting demands and changing priorities in a professional and diplomatic manner;
• Strong leadership skills and an excellent role model with the skills and ability to motivate, engage and empower front-line team;
• People management and operations experience with a strong focus on metrics, including a solid knowledge of KPI’s and SLA’s;
• 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;
• A Canadian Citizen or a Permanent Resident or Landed Immigrant;
• Must have a full Ontario Drivers license with no restrictions and a clean driver abstract;
• Must be willing and available to be on-call to clients on a 24/7 basis;
• Law enforcement background an asset.

Why you should work with A.S.P:

• We care about our team and their personal and professional success.
• We offer competitive salaries.
• You can have flexible schedules.
• Free parking at all ASP offices.

A.S.P. Incorporated is committed to supporting a diverse workforce from various communities within which we operate. We encourage all qualified professionals without regard to race, gender identity, colour, sex, marital/family status, citizenship, religion, sexual orientation, aboriginal status, age, etc. to apply.