Operations Manager

About the role

Manages all activities related to branch operations and development of branch services for assigned accounts by performing the following duties personally or through subordinate supervisors. ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned by the Branch General Manager/Regional Vice President: - Maintains security operations business plans to include all program requirements, labor hours, cycle, production costs, and image; - Provides input to the development of service strategy and research and development of new and emerging services; - Maintains accountability for ensuring successful implementation of new contract start-up, including personnel requirements, material, training, subcontract, facility, tooling and equipment needs; - Takes a proactive role in meeting client needs; meet with clients regularly, listen to issues, provide security and technical expertise and solutions. Ensure complete customer satisfaction; - Ensures all established costs, quality, and delivery commitments are met; - Organizes operating activities with all other functions of the organization and suppliers to obtain optimum service and utilization of human resources and equipment; creates action plans around key problem areas and constraints; - Reviews service and operating reports and directs the resolution of operational, service, and maintenance problems to ensure minimum costs and prevent lost coverage; - Performs administrative activities associated with the effective management of assigned account operations, including compiling, storing, and retrieving data for reports; - Partners with Human resources to ensure thorough training of all assigned employees in the area of client, company, government, and customer policies, procedures, and regulations. Coordinates and/or conducts site-specific OJT, client-specific training, and annual refresher training for security personnel, as well as meets corporate training standards; - Meets all contractual scheduled hours with a minimum of unbilled overtime. Ensures that overtime costs are managed effectively within company targets; - Reconciles security logs against shift responsibilities and patrols; reviews incident reports prior to submitting to client and coordinate preliminary investigations;Performs account audits and off-hour visits, completing required documentation; - Develops / maintains operational procedures so that valid, site-specific post orders are always available for reference by the security staff; - Manages uniforms, equipment, supplies & vehicles needs at each client site; maintains inventory of equipment. - Maintains responsibility for assigned account(s) and security personnel seven days a week. Although supervision is in place, the Operations Manager must be available via cell phone for emergency or placement purposes. All contacts/calls must be responded to promptly. SUPERVISORY RESPONSIBILITIES: Manages 1-5 subordinates who supervise up to 75 employees in the various accounts/posts. Responsible for the overall direction, coordination, and evaluation of these sites. Also directly supervises approximately 200 hourly employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. COMPETENCY: To perform the job successfully, an individual should demonstrate the following competencies: - Analytical - Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures; - Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics; - Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Manages project team activities; - Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others; - Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; - Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things; - Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; - Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Present

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