Security Service Manager (Edmonton, AB)

West Egg Security; Edmonton; On-site; CAD 82,000 - 90,000; Full time

Benefits offered by this job

Extended healthcare benefits

Job summary

West Egg Security seeks a Security Service Manager to lead a 24/7 team of guards, overseeing a Downtown Toronto contract portfolio and ensuring compliance with client requirements and government regulations.

This role reports to the Operations Manager and requires developing schedules, coordinating resources, and maintaining SOPs and performance reports to sustain high service levels.

Qualifications

• 4+ years as a Management Representative in security or a large public facility.
• Knowledge of the Private Investigators and Security Guards Act and relevant regulations.
• Knowledge of Criminal Code of Canada section 494, TPA, and arrest procedures.
• Understanding of operations, procedures, and contract requirements.
• Experience in off-site management of guards and supervisors.
• Experience in coaching and succession planning.

Responsibilities

• Attend security meetings and coordinate with client and operations teams.
• Develop guard schedules to ensure trained personnel.
• Coordinate resources for ad-hoc, emergency, or enhanced measures.
• Plan and monitor day-to-day activities with the team and resolve issues.
• Ensure SOPs and Post Orders are current and understood by staff.
• Monitor service delivery and report on performance metrics.

Skills

Leadership

Communication

Customer service

Problem solving

Time management

Tools

MS Office

Job description

Salary Range: $54.76/hrwith additional extended healthcare benefits.

Schedule: 30 hours per week

Position Overview:

Reporting into the Operations Manager, the Security Service Manager 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.
• 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.

West Egg Security is an equal opportunity employer, and we encourage individuals from all backgrounds to apply.