Client Service and Operations Specialist - Security Services

Securiguard-; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Fun events

Collaborative culture

Training & growth

Purpose-driven work

Job summary

Securiguard is seeking a seasoned Client Service and Operations Specialist to oversee the Ottawa Region's day-to-day operations. You will lead a skilled security team, maintain client relationships, ensure service quality, and coordinate staffing for optimal coverage.

Responsibilities include staff recruitment and onboarding, training compliance, incident management, and collaboration with management to drive proposals, renewals, and new business opportunities.

Qualifications

• Minimum 2 years in a supervisory/managerial security role or an equivalent mix of experience/education.
• Proven track record of building and leading teams with high energy and customer focus.
• Strong client relationship management and problem-solving abilities.
• Experience supervising staff across operational settings.
• Excellent communication, interpersonal and collaborative skills.
• Valid Ontario G-class driver’s license with access to a vehicle.

Responsibilities

• Oversee day-to-day operations and scheduling for Ottawa Region security team.
• Maintain client relationships, address concerns, conduct site visits and ensure service quality.
• Support recruitment, onboarding, training compliance, and performance management.
• Ensure policy compliance, incident reporting, and coordinated emergency responses.
• Monitor KPIs, staffing levels, overtime, budgets, payroll and billing variances.
• Identify cost-saving opportunities and support proposals and contract renewals.
• Coordinate with internal departments and subcontractors to resolve issues.
• Provide after-hours support for urgent ops needs.

Skills

Team leadership

Client relationship management

Problem solving

Communication

Analytical skills

Organizational skills

Tools

MS Office

Job description

At Securiguard, we create a sense of security and trust. Our security and safety solutions are complemented by exceptional customer service. We are dedicated to supporting our employees, our community, and our environment.

We are rapidly evolving our business, and we are looking for a seasoned and motivated Client Service and Operations Specialist to oversee the day-to-day operations of our Ottawa Region. This role is an exciting opportunity to lead a highly skilled, professional Security team.

The day to day:

• Client Relations: Maintain strong client relationships, address concerns, conduct site visits, and ensure service quality and client satisfaction.
• Operations & Scheduling: Oversee daily operations, manage staff schedules, coordinate shift coverage, and maintain appropriate staffing levels.
• Staff Supervision & Uniform Management: Support recruitment, onboarding, training compliance, employee relations, and performance management. Manage uniform inventory, distribution and issuance, maintain accurate records and acknowledgment forms, and coordinate uniform replacements to ensure all security personnel are properly equipped.
• Compliance & Incident Management: Ensure compliance with company policies and applicable legislation, oversee incident reporting, and coordinate emergency responses.
• KPI & Financial Management: Monitor operational KPIs, staffing fill rates, overtime, budgets, and payroll and billing discrepancies. Prepare reports and identify cost‑saving opportunities.
• Business Development: Identify opportunities to expand existing services, support proposals and contract renewals, and collaborate with management to develop new business opportunities.
• Stakeholder Coordination: Work with internal departments, field teams, and subcontractors to resolve operational challenges and improve service delivery.
• After‑Hours Support: Respond to urgent operational issues and staffing requirements as needed.

Here's what you need:

• Successful applicant must have a minimum of 2 years security experience in a Supervisory/ Managerial capacity, or a combination of experience and relevant experience /education.
• Demonstrated success in building and leading teams; passion and high energy for people.
• Proven track record of excellence in client relationship management, problem solving.
• Experience in an operational setting involving the management and supervision of many staff members.
• Strong communicators with assertive interpersonal skills and team player are critical to success.
• Sound judgment and decision-making skills, with a 'hands on', problem solving approach, able to remain calm under pressure and take control of incidents.
• MS Office proficiency; Self-motivated; demonstrated ability to produce results while working independently; proven strong analytical and organizational skills; proven customer service skills required; sales and management training an asset; valid Class G ONTARIO Driver's License; access to or possession of vehicle for attending to all client sites.

Preferred Qualifications

• Bilingual proficiency in English and French.
• Experience with KPI reporting, budgeting, contract renewals, client retention, and business development.
• Knowledge of workforce forecasting, billing reconciliation, subcontractor coordination, and WSIB-related processes.

What's In It for You

• Fun Events Year-Round: From big celebrations to small get-togethers, we love finding reasons to celebrate.
• Collaborative Culture: Join a supportive, values-driven team where everyone has a voice and wants you to succeed.
• Training & Growth Opportunities: Continuous learning is part of who we are - expect workshops, micro-lessons, mentorship, and hands-on projects that build your skills for today and your career tomorrow.
• Purpose-Driven Work: Be part of an award-winning organization recognized for its culture of respect, empathy, and accountability - where every person contributes to making people feel safe.

At Securiguard, we live by our R.E.A.C.H. values:

Respect · Empathy · Accountability · Courtesy · Honesty

At Securiguard, you'll be part of a team that values collaboration, innovation, and employee growth. This is more than just an administrative role-it's an opportunity to make a meaningful impact by ensuring a seamless and welcoming office environment.