Client Services Manager

Paladin Security Group Ltd; Prince George; On-site; CAD 80,000 - 110,000; Full time

Job summary

Une entreprise leader dans la sécurité recherche un Client Service Manager pour gérer des programmes de sécurité complexes. Ce rôle exige une expertise en gestion des opérations et une expérience significative dans un environnement de sécurité technologique intégrée. Le candidat idéal aura un solide bagage en évaluation des risques et servira de point de liaison principal entre les clients et les équipes internes. Les responsabilités incluent la gestion quotidienne des opérations, la conformité contractuelle, ainsi que le soutien à la planification stratégique.

Qualifications

• Minimum de 5 ans d'expérience dans l'industrie de la sécurité, axé sur la gestion de la sécurité physique.
• Expérience de 3 ans en gestion de comptes / prestation de services dans un environnement d'entreprise complexe.
• Certifications CPP ou PSP appréciées.

Responsibilities

• Gérer les opérations quotidiennes et garantir la qualité des services.
• Assurer la conformité opérationnelle à toutes les obligations contractuelles.
• Surveiller et présenter des KPI mensuels.

Skills

Gestion des opérations

Relations avec les clients

Évaluation des risques

Leadership

Education

Diplôme de premier cycle en administration des affaires ou technologie des systèmes de sécurité

Job description

Our Client Service Manager (CSM) is responsible for leading some of our most complex and dynamic security programs, playing a critical role in the ongoing performance of our partnership, ensuring the timely and successful delivery of solutions, and liaising between our client and cross-functional internal teams.

Paladin Security is seeking a tenured leader in the security industry with a CPP designation or equivalent with extensive security management experience who thrives in a customer-centric service delivery role while being comfortable working in an integrated technology security-based environment. Your experience in operations orientated management in an enterprise environment along with security evaluations, risk management, and program data analytics will be utilized to ensure continuous delivery of high-quality service while continually seeking program evolutions to remain the industry leader.

RESPONSIBILITIES:

• Liaise regularly with client stakeholders, maintaining an excellent rapport and relationship, and responding to all communications in a timely manner
• Ensure that the vision, strategic mission and security management plan of portfolio client’s corporate security team are executed through Paladin’s delivery systems
• Monitor day-to-day program operations and manage the quality of services and resources
• Ensure continuous operational compliance to all contractual obligations and consistency of service delivery across the entire portfolio
• Assist in developing, implementing, and maintaining security plans and high-risk department evaluations
• Establish and continuously review policies and procedures to support security plans
• Ensure the successful implementation of business metrics is achieved according to the portfolio needs and goals
• Support security planning and associated deployment in coordination with the client
• Support supply chain logistics and coordination
• Maintain access logs and privileges
• Maintain KPI data and present monthly
• Review KPI and related Service Level Objectives reports, including developing plans to address performance issues (if required)
• Support the development and implementation of employee performance strategies to exceed contractual requirements
• Support and resolve escalated performance-related matters when required. Elevate disputes, issues, and recommendations to the Executive Sponsorship, as, and, if required for resolution or to seek guidance
• Consider and support any continuous improvements, including those identified by the parties’ representatives, with the potential to improve processes, reduce cost, and improve overall performance
• Conduct frequent security evaluations and risk assessments of client facilities and provide appropriate recommendations for safety and security improvements
• Ensure all service and maintenance adheres to contractual requirements and is executed on target
• Support the management of our client’s security system infrastructure asset database, including development and execution of a Service & Maintenance Plan; Manage and administer hardware, software, and operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the system
• Conduct investigations & complete required investigation reports as per established standards and protocols
• Provides leadership, mentoring, development, and performance monitoring for direct reports
• Work with Human Resources to ensure sufficient resources are available to meet the company’s obligation. Performs interviews and determines suitability of candidates for site assignment within the portfolio.
• Ensure all staff within the portfolio has adequate training based on industry, corporate and client contractual requirements
• Submit financial reports to Branch Manager on a monthly basis
• Manage portfolio’s subcontractor relationships
• Liaise with and routinely meet with Operational Excellence team and branch portfolio area managers along with other key Paladin stakeholders to ensure standardized service delivery is executed throughout the assigned portfolios
• Remain on-call after-hours to act as a resource for emergency incidents as needed
• Performs other duties as requested to assist with corporate and/or branch needs

REQUIREMENTS:

• Minimum of 5 years’ experience in the security industry, with a focus on physical security management, along with foundational knowledge of security systems and technology in an enterprise environment, ideally within an operations environment
• Minimum of 3 years’ experience of account management / service delivery in a large and complex enterprise environment
• Post-secondary education in a relevant practice (business administration and/or security systems technology and/or physical security), or equivalent
• CPP and PSP designations would be considered an asset
• Willingness to join industry professional associations and have a desire to learn through professional certification processes