Client Service Manager Union Station (Critical Infrastructure)

West Egg Security; Toronto; On-site; CAD 60,000 - 70,000; Full time

Job summary

West Egg Security is seeking a skilled Client Service Manager to oversee a 24/7 team at our Downtown Toronto site, delivering a high level of security service with professionalism and courtesy.

Reporting to the Regional Operations Manager, you will manage staffing, training, and client relations, drive continuous improvement, ensure regulatory compliance, and position yourself for future promotions within the company.

Qualifications

• Demonstrated 4+ years experience as a Management Representative in security.
• Knowledge of the Private Investigators and Security Guards Act (Ontario).
• Strong leadership and customer service orientation.
• Experience supervising Guards and Supervisors; implementing succession plans.

Responsibilities

• Attend security meetings and coordinate with stakeholders.
• Develop guard schedules ensuring qualified personnel.
• Monitor safety and regulatory compliance.
• Prepare reports on staffing, overtime, and KPIs.
• Coach and support guards; drive improvement and quality assurance.

Skills

Leadership

Communication

Customer service

Organization

MS Office

Problem solving

Decision making

Professionalism

Tools

Microsoft Word

Microsoft Excel

Job description

LOCATION: Union Station (City of Toronto), Downtown Area, Toronto, Ontario (ONSITE)

Salary Range: CA$60,000.00- CA$70,000.00 (Annuallywith additionalextended healthcare
benefits)

Schedule:5 Days a week(Weekends or public holidays as per business requirements).

Job Type: Full Time

Room for growth into a variety of positions and promotions!

SECURITY DONE DIFFERENTLY! A CUSTOMER SERVICE BASED APPROACH.

West Egg Security offers strategic security solutions and customized human resource planning and management to organizations across diverse industries. Our management team, led by professionals with decades of people management experience in varied vertical markets, provides an unparalleled level of support to our partners and team members.

West Egg Security is currently seeking a skilled Client Service Manager to join our team. In this role, you will be responsible for overseeing, training, and delivering a highly visible and advanced level of security service encompassing a diverse range of duties and posts at one of our core site in Downtown, Toronto, Ontario with professionalism, competence, and a courteous demeanor.

We are actively searching for an individual who embodies integrity, respect, and a strong sense of responsibility in ensuring the safety and security of all individuals on site. This position presents an excellent opportunity for you to elevate your management skills and expand your career to senior management roles within the company. If you are driven to make a significant contribution to the security field while enhancing your own professional growth, we encourage you to apply.

Position Overview:

Reporting into the Regional 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 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.

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.
• 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 skills (oral and written)
• Exceptional Customer/Client Service and interpersonal relationship skills
• Passion and an unrelenting commitment to security and customer service excellence
• Strong organization, planning and time management skills.
• Resourceful, solutions oriented with the ability to manage under pressure, drive process improvement and quality assurance and respond to critical or changing priorities.
• Strong and proficient computer skills, specifically in MS Office Applications including Microsoft Word and Excel.
• Demonstrates critical thinking, good judgement and problem solving and the ability to make effective decisions under pressure.
• Demonstrates professionalism, integrity, initiative with the ability to foster harmonious relationships based on mutual trust and respect.

*We do not use AI in our recruitment processes.