Client Service Manager Job Listing at Paladin Security in Vancouver, British Columbia, BC (Job ID 743618)

Description

Job Skills / Requirements The Client Services Manager (CSM) is an embedded member of the Account Contract Management Team. Under the general direction of the Account Director, the position of Client Services Manager will play a senior role in the overall responsibility of overseeing the portfolio within the account. The CSM will focus on key accountabilities and will work closely with members of the client security team, and the dedicated Portfolio Resource Coordinator (PRC) to effectively manage staffing resources and provide operational support as needed.

Salary: $76,000 to $83,000 Shifts: Weekdays including one weekend day (ex. Sunday-Thursday, or Tuesday-Saturday) regularly, with occasional schedule adjustments based on operating needs
Responsibilities: 

• Support the day-to-day delivery of programs, services and activities on behalf of the client
• Service delivery on all areas of the contract, in particular measurement and reporting of all agreed upon KPIs
• Develop customized site training and orientation programs and oversee and document all required training
• Undertake comprehensive site security assessments to determine optimal staffing levels, program efficiencies, etc.
• In coordination with a dedicated Portfolio Resource Coordinator (PRC), oversees and maintains daily site schedules for Permanent, Temporary and Ad Hoc deployments
• Ensure consistency of coverage by implementing mitigation strategies for any potential loss of coverage and ensures accuracy of the overall schedules for billing purposes
• Conduct Risk Assessments on Permanent, Temporary, and Ad Hoc sites within the portfolio to determine operational risks and staffing requirements on behalf of Paladin and the client
• Ensure that all work sites, where Paladin personnel are deployed, have up-to-date and complete document packages, including: Site Post Orders/Standard Operating Procedures as well as Occupational Health and Safety documents, both in hard copy on site and in digital format on the network server
• Communicate appropriate information to Operations and/or the Field Managers to ensure that any time-sensitive Field Assignments and logistical support requests are completed as expediently as possible
• Analyze Staffing Trends (HR Needs), Overtime, Training hours and upcoming vacancies to determine appropriate management actions to pro-actively maintain a sufficient head-count within the portfolio
• Support Paladin's Talent Acquisition (TAC) team with portfolio-specific hiring pipeline, ensuring that accurate and current HR Needs have been created and following up on the candidates' status in queue for onboarding and deployment
• Perform interviews and ensures that all relevant training, onboarding, and compliances are completed before deployment
• Provide coaching and performance management discussions with all staff assigned within the portfolio, as needed
• Perform Probationary and Annual Performance Evaluations of staff assigned to sites on an as needed basis and by company policies
• Ensure that there are current and updated Site Training and Employee Orientation Programs in place for the portfolio. Additionally, perform periodic engagement with employees within the portfolio, and assign responsible Supervisors to audit completed Training Checklists, New and Young Worker Orientations and update the Training Matrix
• Assist in reviewing contractual KPIs and assists in Quality Assurance initiatives such as site visits, site audits, etc.
• Attend Weekly Operational Meetings and Monthly KPI Meetings with Director and the client (as directed)
• Develop and maintain strong interpersonal relationships with various client internal stakeholders, as well as with key personnel on Paladin Technologies (PTI) side
• Monitor Incident Reports and takes appropriate action on the reports that are related to sites within the portfolio
• Ensure that all sites within the portfolio are compliant with Paladin's Occupational Health and Safety (OH&S) Program, including performing site audits for the Certificate of Recognition (COR) Program
• Conduct Accident Investigations and Near Miss Investigations as required, working jointly with Paladin Joint Health and Safety Team
• Manage Mobile Operations in partnership with the Paladin Mobile Management Team (Vancouver Branch), ensuring that established Key Performance Indicator (KPI) metrics are being attained
• Remain on-call to act as an after-hours resource for emergencies
• Participate in Planning and Emergency Operations Centre (EOC) roll-outs for major deployments and critical events
• Report regularly to the Account Director on matters of company or client interest or significant events
• Ensure that all services provided by staff assigned within the portfolio are delivered by the established contractual standards and following Paladin's policies and procedures
• Respond to communications from various key stakeholders or frontline staff promptly
• Liaise with internal and external stakeholders on crime prevention initiatives

• Minimum 3 years of management experience in a related industry
• Excellent communication, interpersonal skills, and professionalism
• Valid Class 5 BC Driver's License and a reliable vehicle to visit work sites throughout the Lower Mainland
• Valid BC Security License
• Able to obtain VPD Enhanced Reliability clearance

• Industry recognized membership(s) and professional certification
• Post secondary education in a related field
• Valid Advanced Security Training (AST)
• Valid Occupational First Aid Level 2 (OFA2) / Intermediate First Aid (IFA)
• Event management experience
• Emergency management and Emergency Operations Centre (EOC) experience
• Experience delivering training in a classroom and field setting in security industry