Client Service Manager

Salary
Range: $38.46/hr with additional extended healthcare benefits.

Schedule: 30 hours per week

Position Overview:

Reporting into the Operations Manager, 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 Downtown, Toronto, 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 arrangements 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.
• Fosters and maintains collaborative working relationships/partnerships with representatives and key stakeholder groups which interact with the team.
• Establishes and implements 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 assesses the operation, performs gap analysis, and identifies trends or root causes of problems; investigates service level deficiencies and develops and implements appropriate corrective action plans.

Performs other duties as required.

POSITION 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 Ontario.
• 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…