Security Service Manager AB

Salary Range: $54.76/hr
with additional extended healthcare benefits.

Schedule: 30 hours per week

Reporting into the Operations Manager, the Security Service Manager 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.

• 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.

• Demonstrated experience (preferably 4 years or more) as a Management Representative in security or a large public facility.
• Knowledge of the Private Investigators and Security Guards Act. Including all applicable Regulations and guidelines pertaining to working as a Security Guard.
• 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.

• Strong leadership and people management skills
• Excellent communication skills (oral and written)
• Exceptional Customer/Client Service and…