Security Operations Centre Lead – KPI & AI-Driven Ops

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

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.