Manager, Security Operations Center

Job Skills / Requirements Our Operations Centre Manager will be responsible for overseeing Paladin's Support Services team, and our Specialty Services team, focusing on key accountabilities for the Operations team and will work within the Paladin Operations Center 100% of the time. In this role, you will coordinate tasks and objectives with the Field Management Unit and other key stakeholders, such as Mobile Management and Account Management Teams. This role is also responsible for the management of all team members within the Operations Support & Specialty Services, along with hiring and disciplining needs. You will also be responsible for maintaining and updating Standard Operating Procedures (SOP), along with regular auditing and systems testing to ensure that Paladin Operations Centre is compliant with ULC qualifications and enterprise standards.

Responsibilities:

• Manage our Operational Support & Specialty Services teams and ensure effective utilization of staffing resources
• Ensure team members are appropriately licensed, certified, and trained
• Review daily operational and escalation reports; follow-up with performance and conduct issues, as required
• Communicate regularly with the Talent Acquisition team to facilitate internal transfers into vacant positions, as available; conducts interviews with all candidates to ensure potential employees are suitable for the team
• Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Provide motivational and disciplinary discussions with all team members; conduct performance reviews and investigations, as required
• Perform evaluations of staff assigned to Operational Support & Specialty Operations in accordance with company policies
• Mitigate risk when it comes to Employment Standards, Human Rights and Occupational Health Safety as it pertains to daily employee support and communication
• Implement best practices relating to system and/or process changes
• Develop KPIs for the department with the Operations Manager
• Meet with the OpEx Team Leads on a biweekly basis, providing updates on department results, challenges, and successes
• Remain on-call to act as an after-hours resource for emergency situations
• Lead and mentor Operators within the Paladin Support and Specialty Operations teams
• Develop short-term and long-term strategies to improve KPIs
• Develop and update departmental policies and procedures with the Operations Manager
• Audit and maintain equipment by conducting regular inspections, assessments, and audits
• Liaise with members of OHS and our branch leadership to ensure emergency procedures are updated regularly as needed
• Analyze KPIs on a contract-by-contract basis to ensure that client expectations are met and ensures that any service delivery issues are addressed in a timely manner
• Support our Operations Manager in KPI delivery, presentations, and corrective actions
• Communicate appropriate information to operational teams and the Field Management Unit as needed, to ensure that any outstanding issues are dealt with in a timely fashion
• Review all summary and escalation reports daily from the Operational Excellence team
• Ensure that Supervisor follow-ups occur to ensure performance and reporting aligns with expectations
• Maintain and update staff schedules using WinTeam scheduling software, ensuring accurate coverage and alignment with operational goals
• Ensure all staff complete required training in accordance with Paladin standards and that all associated documentation is accurately recorded and maintained
• Perform other duties as requested to assist with operational needs

Requirements:

• Prior experience in a security operations centre or similar environment
• Post-secondary education in business administration or related is preferred
• Working knowledge of Employment Standards Legislation and Human Rights Legislation
• Strong interpersonal and leadership skills, and excellent verbal and written communication
• Demonstrated ability to plan, organize, problem-solve, and execute solutions
• Strong working ability in MS Office suite