Operations Centre Manager, Integrated Guarding

Paladin Security Group Ltd; Burnaby; On-site; CAD 110,000 - 150,000; Full time

Job summary

Paladin Security Group Ltd. seeks an Operations Manager, Integrated Guarding to lead the National Integrated Guarding Operations Centre.

You will oversee staff hiring, onboarding, training, coaching, performance improvement, and resource planning to ensure exceptional client service. You will monitor KPI performance, drive improvements, and collaborate with Executive leadership, Technology, Sales, and Customer Success teams.

Qualifications

• 5+ years of leadership experience in security operations or related operational settings.
• Experience managing teams in fast-paced, technology-enabled environments.
• Demonstrated KPI management, workforce planning, and operational reporting.
• Experience managing client relationships and service delivery programs.

Responsibilities

• Provide day-to-day operational leadership for Paladin's Integrated Guarding Operations Centre.
• Lead coaching, performance management, staffing planning, onboarding, and training.
• Develop and update procedures, post orders, and client-specific protocols.
• Ensure consistent execution of procedures and client service standards.
• Monitor KPIs, analyze trends, and drive continuous improvement.
• Prepare dashboards and executive-level performance reports.
• Lead operational meetings and manage staff performance reviews.
• Oversee alarm response, video verification, dispatch, and operator productivity metrics.

Skills

Leadership

KPI management

Operational leadership

Security operations

Team development

Data analysis

Communication

Education

Post-secondary education in Business/Security

Equivalent operational leadership experience

Tools

PSIM

Video monitoring

Dispatch operations

Job description

The Operations Manager, Integrated Guarding is responsible for the day-to-day operational leadership of Paladin's National Integrated Guarding Operations Centre. This role oversees the Operations Centre personnel, including hiring, onboarding, training, coaching, performance improvement, ongoing management, succession planning, staffing planning, and related support resources while ensuring exceptional service delivery to clients.

The Operations Manager is accountable for monitoring, analyzing, and improving key performance indicators (KPIs), ensuring compliance with operational standards, and driving continuous improvement across the Integrated Guarding program. The successful candidate will work closely with Executive leadership, Operational Leadership, Technology Team, Sales Team, and the Customer Success Team. Integrated Guarding services leverage AI-enhanced surveillance, real-time monitoring, analytics, and mobile response capabilities to deliver proactive security solutions.

Key Responsibilities

• Maintain working knowledge of the Physical Security Information Management (PSIM) platform and other Integrated Guarding technologies to effectively support daily operations.
• Provide leadership, coaching, and performance management for Operations Centre staff.
• Develop and update operational procedures, response protocols, training documentation, and client-specific post orders.
• Ensure consistent execution of operational procedures, response protocols, and client-specific post orders.
• Develop staffing plans to support business growth and client service requirements.
• Foster a culture of accountability, professionalism, customer service, and continuous improvement.
• Lead operational meetings and performance reviews with direct reports.
• Performance & KPI Management
• Analyze trends and identify opportunities for performance improvement and alarm reduction.
• Develop action plans to address service gaps and operational inefficiencies.
• Prepare recurring operational dashboards and executive-level performance reports.
• Track and improve metrics including:
• Alarm response times
• Video verification accuracy
• Dispatch efficiency
• Operator productivity
• Client SLA compliance

Education

• Post-secondary education in Business, Security Management, Law Enforcement, Emergency Management, or a related discipline preferred.
• Equivalent operational leadership experience may be considered.

Experience

• 5+ years of leadership experience in security operations, Operations Centre environments, dispatch, monitoring services, emergency communications, or related operational settings.
• Experience managing teams in a fast-paced, technology-enabled environment.
• Demonstrated experience with KPI management, workforce planning, and operational reporting.
• Experience managing client relationships and service delivery programs.

Knowledge & Skills

• Strong leadership and people management skills.
• Analytical and problem-solving abilities.
• Proven experience using operational KPIs to drive performance.
• Excellent written and verbal communication skills.
• Strong organizational and project management capabilities.
• Ability to make sound decisions during critical incidents.
• Knowledge of video monitoring, alarm monitoring, dispatch operations, AI surveillance technologies, or integrated security solutions is considered an asset.